BCU is a fast-growing credit union on a mission to help individuals find financial freedom. The organization offers a variety of financial services and education to its customers. The talent acquisition team currently leverages Convey for Interviewing to effectively and efficiently interview candidates.
We spoke with Matt Kemblowski, a Senior Manager of Talent Acquisition and Culture Development at BCU, to learn more about his views and perspective on candidate experience. Being a strong talent acquisition leader, Kemblowski shared his insights and what the team at BCU is doing to establish a fun process for candidates.
BCU on Candidate Experience
How does the team at BCU define candidate experience?
Candidate experience is the feeling the candidate has from the first time they read our job posting to the face-to-face interview. We want our candidates to feel our culture every step of the way, and we pride ourselves on providing a comfortable, informative, and dare I say “fun” overall experience.
Where do you think candidate experience stands today at most organizations? Why?
Gaps in communication, or no communication at all, is the biggest problem. I think many recruiters are overworked, stressed and treat candidates like a number.
Where do you feel candidates get the most frustrated while looking for a new job?
Candidates see a lot of jobs posted, go through lengthy application processes, get excited and then hear nothing. They feel their resume went into a black hole and worst of all they do not get any feedback as to why they were not selected.
Do you survey your candidates for interview feedback?
What steps does the BCU recruiting team take to enhance the candidate experience?
We do a few things. Quick follow up between stages. Whenever possible, a one-step interview process so candidates do not have to take off of work twice. Interview as you are. For most roles, we do not care if people wear suits, we want them to be themselves and be comfortable when they are speaking with us.
How do you avoid the candidate “black hole” (when your candidates never hear back)?
We follow up with all candidates. If someone is clearly not a fit they may get a rejection notice very quickly, if someone is being considered we set reminders to follow up with them on dates we commit with the candidate on.
Do you think recruiters have an obligation to explain specifically why a candidate is not chosen to move forward?
No. The volume of applicants does not allow that to happen. On the other hand, if someone is in the interview stage and they do not get the role, and they reach out to me asking for feedback, I will always take the time to set up a call.
What are the biggest challenges or obstacles in the way of your candidate experience that you’re working to resolve today?
We are looking to make more engaging job descriptions so they can really feel the role. We also are continually looking to train hiring managers to understand the importance of keeping candidates engaged and how critical feedback is.
What are your thoughts on bringing AI (artificial intelligence) into the hiring process?
I love the idea, just not there yet.
If money, time and any other resources were not roadblocks, what would be your dream hiring process for your candidates?
I'd love for candidates to have watched our videos and truly feel our culture early on in the process. When they get here I would like to see them spend time performing a small task that is relevant to the role and see how they would build relationships with the team around them. Essentially I would want them to spend more time doing things they are good at instead of talking about those things in a behavioral interview. It is my belief that this type of process will be much more predictive to who is the best fit for the role and the culture.