Use to be amazing - Platinum Customer Care Professional American Express Employee Review

The company has done a complete 360 after the change in the CEO and its not for the good of the employers or customers. The company no longer values us as a human. They have shown time and time again they do not care.  The metrics always change and not for the better.  The company finds ways to make it harder to meet certain goals so they do not have to pay out in my department. Although my department generated billions of dollars every quarter even during Covid they cut pay and the bonus structure drastically. I understand the precautions the company took during Covid but we prove we were very profitable. We should have certainly been rewarded for working hard and instead they continued to cut our bonuses.  Many employees used to live very comfortably off the salary but that is no longer.  Many employees had to get second jobs. Our system issues are unreal and extremely frustrating everyday and it makes it very hard to do our jobs.  The company constantly changes software and it gets worse and worse. Customers are extremely unhappy about the VR system and it causes our metrics to go down when they complain about it.   AI is now use to grade our calls and they take what the members say and its used against us.   My department gets dumped calls from everywhere and we have to take them. The company fails to hold the overseas employees accountable for the way they speak and treat the US employees and the cardmembers.  They rather save money instead of holding a higher standard and quality employees. I understand we are a bank but reps are constantly in fear of write ups because of the policies that sometimes are not sensible. The company no longer has the human touch and many times your superiors can work against your best interest. Most managers in my department don't really care about the job and it shows. We constantly change schedules based on ranking which is not always good. Work-life balance can be challenging for some. There is no consistency.  We constantly have to be surprised by changes we are not told about. There are several procedures/processes that the company could change to make our lives a lot better for reps on the phone and they have not done it.  The cardmembers can be extremely rude and disrespectful.  The points that we have done employee rewards are barely given out. You have to juggle so many different metrics it can be very overwhelming. Many times its who you know that will get you promoted or in another position and not your knowledge and skills. Certainly favoritism in the company.