Training in new job

[Carly944]

The training in my new job was really bad.

I started a job in customer service in a bank. I'm answering calls and im also using very complicated financial systems at the same time.

I had two weeks of training. In the first few days they covered the history of the bank and "power words to use on the phone".

In the actual job we use three very complicated systems on the computer. I wasn't shown how to do two of these systems at all because I was told that there is no online training system for that, that i would just learn on the job.

There was a training system for one system. The system is complicated.

When I did this training I was shown a very small number of things. I was shown barely anything.

These are extremely complicated systems that deal with customers bank accounts. So you really need to be shown what to do, otherwise you could make huge errors with customers money.

When I went down to the actual job, I presumed my manager would show me the systems. She showed me nothing .

I had to ask colleagues for help and try to piece together the information, which to me feels completely unacceptable, as I am dealing with customers money and bank accounts. I should be trained on how to do it.

I said yesterday that I felt I was completely undertrained and one lady in the training department said I could go back into training with another new group next week, and do more training, which I was really happy about.

However my manager then said that she wouldn't let me do it. She said she wouldn't let me go and do more training at all next week as they need me in the job. So I am not allowed to do it.

When I said to my manager that I felt I wasn't trained she just said along the lines of "oh we expect you to be fully trained by the training department before you come here".

But when I was in training, the people there said there is no training systems on some systems and that my manager would show me when I went to the job.

And then no one ends up showing me anything.

It's very stressful and a bit of a shit show. What would you do?

I don't know if the rules would allow it or if it would be helpful to you but I kept a notebook when we got a new system and I wrote notes about how to do certain things so I could go over my notes if necessary.

I had the same when I took an admin job for a GP surgery. One hour of watching someone on the job (not doing anything myself, just watching) and I was left to my own devices updating people's medical records with treatments they had recevied.
I had to even ask how to log in as no one had given me passwords. I couldn't believe it.
I didn't stay long because I thought it was so incredibly unprofessionally run. I didn't feel comfortable dealing with that kind of information with so little training.

But did anyone show you how to do the new system? At least once?

I haven't been shown how to do anything.

And it is a system that you cant possibly guess at, you have to be shown.

It's extremely complicated and financial. There is no possible way I could know it, if someone doesn't show me.

It's crazy isn't it.

Like there are things that are literally impossible to do unless someone shows you how to do them, but no one shows you

taking notes is good. You need to kind of create the manual. List the tasks you have to do and then piece together notes how to do them, and things to watch out for...

but speak to the manager....she expected you to be trained in the systems before you joined them but you weren't. explain this. tell them how you are making the notes to keep track. Maybe she can review them, or has notes of her own.

not your fault. so don't worry too much.

I would revert to training people too, and ask for a copy of the slides and notes and stuff, so you can show what you didn't learn. cover yourself.

I can't take notes for what i don't know

For example, This is one thing that i have to do.

People ring in to me and say that their bank card doesn't work.

All I've been told so far to do: is that I have to log into one system to get their card number, and then I have to copy and put their card number into another system to see the error.

There are hundreds of different errors in bank jargon that come up, that have not been explained to me

For example the errror willl say "soft fall card decline".

. i have no way of knowing what that error is, if someone doesn't tell me. No one has explained anything on this system to me.

So there will be a customer on the phone,, calling in saying their card doesn't work, I put in the card number, it will show Me an error I don't understand.. I then have to run to a colleague( who will be on another call)

I have to wait for her to get off the call, then I have to ask her, she will try to explain something that she barely knows herself to me, as no one showed her either. She learnt from another colleague bits and pieces

It's crazy

sounds like they don't care then really. it s not much fun. and not serving their customers. but don't think there is much you can do about it.