Higher One Reviews

Updated 18 April 2015
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3.0
17 Reviews
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Marc Sheinbaum
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17 Employee Reviews

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  1. Customer Service Agent

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - CSA in Oneida, KY (US)
    Current Employee - CSA in Oneida, KY (US)

    I have been working at Higher One part-time

    Recommends
    Positive Outlook
    Approves of CEO
    Recommends
    Positive Outlook
    Approves of CEO

    Pros

    Great training. You are well prepared to assist customers by the time you're through training.

    Cons

    Communication is hit or miss with at home workers.

    Advice to Management

    Reward your employees who go the extra mile.

  2. Good place to work to build resume

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Help Desk II in New Haven, CT (US)
    Former Employee - Help Desk II in New Haven, CT (US)

    I worked at Higher One full-time (More than a year)

    Recommends
    Neutral Outlook
    Approves of CEO
    Recommends
    Neutral Outlook
    Approves of CEO

    Pros

    The office culture is great. Fun atmosphere, free lunches, and a beautifully renovated historical building (New Haven location). When I was there knowledge and idea sharing ran rampant in my department. Others were always very helpful. I learned a lot working here and had a great time doing it. They do a lot for morale in the sense of coffee bar, games in the break rooms, social events, etc...

    Cons

    Compensation is low (25th percentile). Personally I felt I was being held back from advancement because I was needed on my team. The company grew too large too fast for its own good and they lost a lot of good people because of it. Middle management tends to kill the culture for the newbie employees. It was fun to work at when it was a smaller company but started to lose it's appeal after a while. Overworked and under appreciated. Free lunch and coffee only gets you so far.

    Advice to Management

    Lighten up. Let employees explore their talents and move to other teams if they want to. Internal cross training is a good thing. If you come to work at HO realize it's not a normal corporate culture so be prepared to adjust accordingly.

  3. Good and Bad

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    I worked at Higher One

    Doesn't Recommend
    Neutral Outlook
    Doesn't Recommend
    Neutral Outlook

    Pros

    I think that the pay is good for staying home to work, and if you like to train basically on your own, you will like it. Not a lot of help from chat coaches. Have an outline to follow, but not a lot of structure. Could have a little more of a classroom setting so that there is someone there to explain things to you other than how to log in and out.

    Cons

    Think that the chat coaches could be a little more informative to the material and not just how to log in and out of systems. Don't plan on swaying from your schedule at all. It would also be nice to have a little time on phones before they cut you loose! And as far as phones, they need to have a system like a SIP phone or something that you can dial in on your computer. Land lines are not something everyone is interested in having anymore and the only way you can work for this company. Some of the people you talk with are very nice and others are young and just don't get it/1

    Advice to Management

    I would definitely look into a secure server to connect everyone so that you don't have to have a land line. Please look at the people as employees and not just replaceable!

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  5. Helpful (1)

    Seasonal Home Based Customer Care Agent

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Seasonal Customer Service Representative in Saint Petersburg, FL (US)
    Current Employee - Seasonal Customer Service Representative in Saint Petersburg, FL (US)

    I have been working at Higher One part-time (Less than a year)

    Recommends
    Neutral Outlook
    Approves of CEO
    Recommends
    Neutral Outlook
    Approves of CEO

    Pros

    Work from home, support team, resources, flexibility. OK pay for what your doing.

    Cons

    Only twenty hours of training before you are put on the phones. Hours spent sitting and if you get up it impacts your adherence score.

    Advice to Management

    For those on phones for hours on end I would suggest incorporating breaks so people can get up and stretch their legs.

  6. Helpful (1)

    The Higher One home-based job is a great place to work; opportunity to work from the comfort of your home.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Contractor - Home Based Customer Care Agent in Orlando, FL (US)
    Former Contractor - Home Based Customer Care Agent in Orlando, FL (US)

    I worked at Higher One as a contractor (Less than a year)

    Recommends
    Neutral Outlook
    No opinion of CEO
    Recommends
    Neutral Outlook
    No opinion of CEO

    Pros

    The corporate culture came across as each employee was helpful and accountable toward one another. Help and support was expected and embraced. The online training for home-based representatives was good, just a little disorganized but with some improvements can be made seamless.

    Cons

    The banking products are terrible. Most of the bad calls that came from the students were because they kept having to resubmit their identification documents over and over and over again before they could get access for their account and funds. This needs to be changed. Also, they need to do more support the training for new home-based hires that they already have instead of constantly rehiring and retraining new hires each peak season.

    Advice to Management

    Stop touting that you have a great banking product for students. You do not. Charging them for replacement cards and certain transactions is ridiculous. Some of the fees you offer are actually predatory. Create a better way for students to submit their identification documents. CALL them if you receive illegible documents more than once instead of simply sticking them back into the system. They have enough frustrations ahead of them. Don't be the first source of it. Luckily, you hire agents who really do care and work to help students through what the agents know is really a hot mess.

  7. Great job for seasonal/ temporary employment

    • Comp & Benefits
    • Culture & Values
    • Career Opportunities
    Current Contractor - Tuition Payment Plan Customer Care Agent in New Haven, CT (US)
    Current Contractor - Tuition Payment Plan Customer Care Agent in New Haven, CT (US)

    I have been working at Higher One as a contractor (Less than a year)

    Pros

    This work at home temporary position pay more than call centers who hire seasonal workers. Training lasts f or 3-4 weeks.

    Cons

    The job is only contract/ temporary that will end in late October or the first week in November. Then, you out of work looking for a job. No benefits for seasoned employees.

  8. Helpful (1)

    Mind numbing work with no one who knew who I was.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Seasonal Customer Service Representative
    Former Employee - Seasonal Customer Service Representative

    I worked at Higher One part-time (Less than a year)

    Pros

    I enjoyed that I was able to work from home. I could get more hours during peak times.

    Cons

    I never knew who I was to go to if I had a problem or needed to talk to someone. I just had a email to HR and then someone would email in back but never the same person. Never knew who I reported to.

    Advice to Management

    Get to know the work from home employees

  9. Helpful (1)

    It started as a great company to work for but then..........

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Home Based Customer Care Agent
    Former Employee - Home Based Customer Care Agent

    I worked at Higher One part-time (More than a year)

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    Pros

    Work from home. Calls are not hard to handle. Decent pay. Flexible scheduling. Very nice staff. Self pace training

    Cons

    work from home employees will not get hired full time. I started as part time seasonal then permanent part time when asked about full time employment the response was they're not offering full time schedules at the moment. I was there almost 2 years. Ur scores in QA are based on 10 calls if out of those 10 calls one of ur scores are below the set percentage for more than 4 months be prepared to have ur pay reduced without any warning then fired. 15 min breaks are not paid. Updating the workforce management system is nerve racking n makes no sense. Change policies n call handling all the time.

    Advice to Management

    Give work at home reps the opportunity to be full time employees. Get rid of WFM. Cad should be enough to log in and out of. Fix QA people are not robots.

  10. Helpful (1)

    Good Experience

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Home Based Customer Care Agent
    Former Employee - Home Based Customer Care Agent

    I worked at Higher One full-time (More than 5 years)

    Recommends
    Neutral Outlook
    No opinion of CEO
    Recommends
    Neutral Outlook
    No opinion of CEO

    Pros

    Benefits, PTO, 401K. Management worked with you as much of possible with schedule , Good pay for a work at home position.

    Cons

    Great caring company when It was private, As soon as it became public things started to change for the worst. No further to go once you work from home

    Advice to Management

    Listen to your staff. Answer or emails and concerns

  11. Helpful (1)

    Growing Pains

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Anonymous Employee in New Haven, CT (US)
    Current Employee - Anonymous Employee in New Haven, CT (US)

    I have been working at Higher One full-time (More than 5 years)

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    Pros

    Great food and generous about PTO. Long timers care about the company as I do. You feel like you are in it together. Great team feeling. People treat each other with respect.

    Cons

    The company has transitioned from a energetic start-up to a corporate "bean counting" enterprise. The people who have been here long enough have seen a great place to work slowly go down hill. They hired C-levels and Managers who didn't understand the culture that the founders worked so hard to create and ultimately made the company successful. Yeah, they had a great idea, but without the culture this place would never have taken off the way it did. Sadly that culture is disappearing fast.

    Advice to Management

    Cow is out of the barn at this point, but with new CEO hopefully things can get back to at least feeling good about this place again.

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