Communication Is Over-rated

May 18, 2011 at 8:29 PM | Posted in The Corporate World | Leave a comment
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I just got a phone the other day–I’d been without one for almost a month.  I’m working only one job, and that is not enough to pay the bills, bro.  I need to be looking for a new part time job.
And ye cannah do that without a phone.  Because what if you successfully lie to someone enough that they’re willing to hire you?  They’ll want to call me.
That’s…really all I have on that.
Meanwhile, my day job has been a bit of a drag.  It’s complicated and I’m not sure wherein the blame lies; however, I do know that I am working more and making less money.
I’m making less in two ways:  first, my “bonus”–my incentive–is not what it was before.  I’ve tracked it for the last few years, and it’s been averaging between three and four hundred clams per month.  Since I’ve been doing actual shipping in the shipping department, my incentive be different and I’ve made a (very) little over a hundred.  That’s *one* hundred.
Not only that, but I’ve been working harder–I’ve been actually working, compared with what I had been doing the past six years.  Look, before, my job was essentially this:  I get stacks of paper, I put them in the scanner, I click a button.  I enter some data in the appropriate fields.  Repeat.
Endlessly repeat.
Now Bunny is my boss again, and she promised me–no, she told me…no, maybe she vaguely hinted at the possibility of more money doing this other thing.
Let me explain briefly (if I can do it briefly):
I work in the mortgage division.  There are distinct sections, departments, that handle various phases of the loan process that always go like clockwork.  Origination, underwriting, processing, and closing.  Then there is the post-closing area, of which I am a part.  After closing loans go to pre-shipping–I still don’t know what the hell that is–and then shipping.  Me.  Well, me and a few others.  We ship the loans.
Why?  And where?  Well, the way we make money is we originate the loans with the intention of selling them to other investors.  The big ones are Bank of America, Chase, Wells, and BB&T.  After the loan closes, the clock is ticking.  Hell, after the loan LOCKS, the clock is ticking.  After it is closed and funded and the deal is done and people have their keys and they are moving into their dream home–we have work to do.  We have to get the loan to the investor and we have a limited amount of time to do it.
First we take the loan apart, pretty much page by page, and re-assemble it in a more astheticallly pleasing manner, called the stacking order.  And each investor has their own particular stacking order.
And there are other things along the way–check things off, verify information, print out certain docs, fill out paperwork.  Then we send them to the investor.  For the smaller outlets, we re-stack it, scan it into our file system, re-hole punch it, and ship via overnight UPS the entire loan package.  The others–most of them–we scan in, convert to PDF, and send electronically.  Of course, we still physically ship the live note overnight to them.
By the way, the average size of a file is almost 400 pages.  Most are in the 300+ range, and some are 600 pages.
So how many can one person do in a day?  That’s the crux of the situation, the heart of the matter.  How many can I do in an 8-hour day?
How many can I do in an 8-hour day when I’m busting my ass, and taking care of my other side jobs, such as ordering supplies and maintaining equipment?
When people say they work in a fast-paced office environment, what they mean is what I do.  I am quite literally working at a dead run for most of the day.
And I’m new to this.  Not new here, but new in this job.  When I first started, I was lucky to finish four or five loans in a day.  I’ve gotten faster–I had to get faster–but yesterday, for instance, we three that do the regular loans had ten each.  Me, Blair, and Kimmy.  (Serena is now in shipping also, and she does complex packages like Rurals and MHDCs, so she can do no more than five a day because they take so long.)  So we each had ten.  We have to really hump.  Kimmy is faster than both Blair and I; she’s been doing this for five years, and Blair for one year.  Me, three months now.
Long about noon Melissa, our direct manager, comes by with some good news:  We are each getting two more loans.  As an added bonus, it’s going to be like this for the rest of the month–shipping as much as we can–and no, no overtime is allowed.  As a collective, the wind just came out of sails.
There is a certain time of day when you want to be done stacking, and hopefully be done scanning and on your way to importing and PDFing (yeah, we made up that word.  That time is about 3pm.  It takes time to import them, and it takes time to convert the docs to PDF, and it takes time to ship them electronically.  We have a hella fast internet connection, but uploading takes longer than downloading.  And these files are large.  Converting it to PDF takes the longest amount of time, because, again, these files are large.

I have already put in a lot of hours for free.  Overtime was cancelled because we are “slow.”  We don’t seem that slow to me.  Other departments are slow, but they haven’t really lost a lot of people.  Our department lost people–all of our temps–and they throw more work on us.
My good friend Bunny is the boss, but she has pressure from her BOSS.  We need to perform, and do it cheaply.  They have us do all these extra things as they change operations.  Each time they say, “Oh, well that doesn’t really add much time to what you’re doing.”
But it does.
And–they remember all the things they’ve done to make our job easier and quicker (and I have no idea what those things are), and they exaggerate their estimation of how much time that saves us.
No overtime.
Last night, we were all at work until after seven pm.  For Kimmy, a ten-hour day.  For Blair and Serena, 11 hours.  For me, 12 hours.  I came in at 7, knowing I had ten files and I wanted to get a jump on it.
If things go smoothly, you can stack and prep a file in…20 to 30 minutes.
It hardly ever goes smoothly.  If something is missing or wrong or odd, you have to find someone, contact someone, fix it, figure it out, make adjustments.  Contrary to what managers think, this shit takes time.
This stuff has to go by a certain date.  But also, each day the loan stays is worth money, depending on many variables and beyond my knowledge at this point.  Every day  a loan stays in our house means money, but sometimes it is for us rather than against us.  Still, they want them out as fast as they–we–can get them right now.  Bunny’s boss has put unrealistic expectations on her because–she says–he wants her to fail.
So she pushes those unrealistic expectations on us, with a no-excuses attitude.

Here’s my problem:  She’s my friend.
I feel that they–management–have created an adversarial relationship between us and them.  They feel that we aren’t working hard enough, we are slacking, and every one us is a lazy pathetic slug looking to rip the company off.  Therefore they have to retaliate and defend themselves and make us work harder to offset the ridiculous amounts of money they pay us just to break even.
They haven’t–they won’t listen to us about what we are dealing with.  No excuses, get it done.  What if we can’t get it done without going into overtime?  Work faster.
But what if we already are?  What then?  No answer.
I’m going to work 50 hours this week, and get paid for 40.  And get ripped off on my incentive, because it is also tied to mistakes.  If we work faster, we’ll make mistakes.  What is the point of working harder?  And right now especially, I could use the money overtime would bring.  I’m dying over here.
I’d like to know that they at least appreciate what we’re doing–but I don’t see that happening.
Bunny is my friend.  I love her dearly.  But right now I don’t like her very much.  I wish I could tell her.

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