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Customer service staff at Natwest and RBS earn higher bonuses for selling bigger
personal loans, especially if they also convince customers to take out payment
protection policies (PPI), it has been claimed.
The policy has given rise to fears that consumers are being sold loans and
protection that are inappropriate for their needs or circumstances.
The claim comes in documents leaked to the online financial news service This is
Money.
Customer service advisors earn points for selling financial products to
customers, which are then linked to the bonuses they receive.
According to This is Money, if staff manage to hit a weekly target of around
2,700 points, they receive a quarterly bonus of £ 1,200.00.
Staff gain 30 points for selling a personal loan of between £ 3,000.00 and
£4,999.00, but gain 90 points if they manage to sell PPI with the loan.
Source:
Getting Paid
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