Personal Statement

Personal Statement

Since I joined the company last year, I have seen many employees speak rudely to clients or mistreat them, and most of these clients are Arabs and Muslims. Secondly, I have noticed a lot of discrimination from employees towards clients with a minority group. I do speak Arabic and Spanish, but I do help all clients who walk into the branch. However, many Arabic-speaking clients have shared that they feel mistreated when they come into this branch and don’t feel welcomed. Some clients have shared with me that some of my coworkers have mistreated them and spoke to them unprofessionally. I have documented customer complaints on CRV and gave the clients the number to call and share their concerns. However, I don’t see any changes in the employees’ attitude. Just last week, I had another scenario where an Arab client came to the branch; I was busy assisting another client. When I saw that client walk in, I got up from my desk and went to ask what the client needed. She shared with me that she got a new phone and forgot her username. I told the client I’m working by appointment; however, I will be done soon with my client. Therefore, I asked her to sit in the lobby and assist her in 10 to 15 minutes. A few minutes later, another team member walked up to the client sitting in the lobby and asked her if she had an appointment. I overheard the client saying, ‘no, I don’t,’ but Mr. Ibrahim told me to stay. The team member responded that Ibrahim is busy with a client, and you need an appointment. I stood up and told my coworker, ‘it’s okay, have her sit down. I’m almost done with my client, and I will help her shortly’. The coworker responded rudely and said, ‘she needs to leave, she can’t wait inside’. The customer felt embarrassed and left the branch, crying. I saw what happened, and I ran after the client. I told the client to please forgive my coworker, and I asked her to come back to the branch, and I introduced her to my manager.

The customer shared her frustration with my manager and explained how disappointed she felt about this bank and how mistreated she felt by the other employees. My manager apologized to the client and promised the client that that wouldn’t happen. However, I still see the same employee speaking to clients in an unprofessional manner. Not only clients, even me. Every time the manager is on Personal Time Off, the same employee speaks to me rudely and gives me push back at the workplace. I have raised my hand and submitted a report; however, I have not received any feedback on the matter. The situation is getting worse. At first, this individual was only doing this unprofessional behavior when the manager is away. Now this individual does the same matter while the manager is on duty, and no action is taken towards her. I no longer feel happy working in this toxic workplace. I feel humiliated to be working in a branch or even in a company where they treat individuals differently because of their religious beliefs. I do want to grow and prosper in this company. Since day one, I have told my manager that my ultimate goal is to be in a managerial position. I have shown my leadership by conducting huddles, recognizing team members, coaching coworkers, and participating in team member networks. I want to thank you for taking the time to read this email, and I will be looking forward to hearing from you.