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Banking giant ANZ has fired some employees after learning that they deleted customer email addresses to avoid getting pinged for a bad review on service. So reports stuff.co.nz.

An ex-ANZ manager speaking anonymously said that human resources had been told to have 85 workers attend disciplinary meetings and to “sack them on the spot.” ANZ reported that only seven employees were fired. ANZ and other banks have vowed to strip sales-based incentives after regulators bashed the industry. But the former ANZ manager said employees were placed in a difficult spot as the ratings system would list a score of eight or below as bad, while nine or 10 was good.

“It's extremely difficult, almost impossible to remove incorrect surveys,” the manager noted. “Your manager basically had to identify the right person the customer complained about in their comments and tried to transfer that survey to that person's manager. Some managers simply choose not to respond to these transfer emails for obvious reasons.”

Some employees received bad marks for asking customers for bank statements when they applied for credit cards or for giggling while talking with a customer, she added. The former manager also noted that employees who ranked as high-performers for sales were fired and that a rumor circulated that the firings occurred so the bank would not have to award them their bonuses.

Read the full article from stuff.co.nz.

Last modified on Friday, 13 September 2019
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