Frontline bank workers regularly have to meet extreme sales goals and metrics, and this means they often have to push unnecessary, and sometimes even predatory, products on their consumers. A teller may have to make a certain number of referrals to personal bankers, a banker’s metrics could be how many loans they must create, a customer service representative has to sell credit cards, a collector brings in a certain amount of debt each hour. All of this means they do not have the time, resources, or ability to explain products thoroughly and help a customer really assess what fits their needs. Not meeting these metrics could mean discipline or termination, or not earning enough incentives to make rent that month.
