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| - This is going to be a long one, but I've got a lot of important things to say. This is coming from my experience as a past employee and as a member, so please stay with me as this may influence your choices.
Biggest issues:
-In Touch frequently uses employees from temp agencies to fill their vacant positions, this means longer wait times as they get help from actual employees and multiple errors when trying to complete transactions. In my banking history, I have never seen another financial institution use employees from temp agencies. The reason for this is that In Touch cannot retain their good employees.
-Recently new machines were installed to replace the tellers. Advancing technology will always change banking, however they have completely removed their teller line and replaced it with outdated bulky machines. They also decided to install half the number of machines than tellers, so a teller line with 4 tellers was replaced by 2 machines. They are ostracizing anyone uncomfortable with technology and they have effectively doubled their wait times. Other banks have also implemented machines for quick transactions. Chase did this amazingly well by installing 2 brand new machines and still keeping their teller line. The machines are user friendly but they still have the option to complete your transaction in person. I am comfortable with technology and loved Chase's machines and ideas, it seems like In Touch is trying to remain relevant while ignoring what is best for their members.
-They do not provide adequate training for new employees which means new loans and accounts are often established incorrectly. This causes hassles for members and has even caused some members to have to pay extra fees to get their accounts/loans corrected.
-They do not take into consideration account history when processing transactions. A person could have an average daily balance of $10,000, but if they don't currently have the funds to cover a check for $500 it will go on hold with no negotiation. I personally have never had this issue as I do not use them for my primary account, but as an employee I had to deal with many irate people who had stellar accounts but still had to have a small check be placed on hold.
-They operate as a corporate bank with not enough funds to translate this to a credit union setting. The employees have sales goals that they are required to meet, they are even required to make cold calls to members to try and sell products. As a member I do not want a call from anyone at any of my financial institutions trying to sell me a product that I do not need. Having worked for a previous credit union for 7 years I was used to sales bonuses and incentives. Required sales goals (and being fired for not meeting them) is a very corporate banking ideology and it never helps the members.
-Their biggest concern is expanding their company and making more money. They often make decisions that negatively impact their employees and members because it will help the company grow. The biggest issue with this is that they don't seem to be able to handle their current size, so anything more will only cause further issues.
I have 10+ years working for credit unions in both branch and back office settings. When I moved to Las Vegas I thought that In Touch would be similar to my previous credit union. I was very sad to find out it was not. I lasted 6 months until I couldn't take their tactics anymore. I took a $3 per hour pay cut to work for a company that valued its employees and members. Within 2 months of me leaving, my entire management team had also left. We are all still in contact and are all happy we got out when we did.
I am not bitter about my experience, I was sad that it was such a bad one, but I have moved on and my career is back on track. If there is anything to take away from this review, let it be this: they do not care about their members or their employees. They do not adjust their approach for different regions (corporate office based in Texas). They do not operate like a credit union, they operate like a corporate bank (like Wells Fargo or Bank of America) but they are not large enough for this tactic to be successful. Where you decide to bank is very important, do not bank with In Touch, you will not be happy.
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