Pros
Decent benefits and 401k. Good job for those that lack a college degree but have customer service experience. My advice to those of you in this situation - Get in and get out ASAP. Do not get stuck in customer service. Its a call center still despite all the perks they tell you about in the beginning.
Cons
No upward mobility. Extremely stressful and always expected to do more. Managers grade you on a curve so if your not in the top 10 percent of calls and successfully opened accounts you get put on "performance plans". *** If customers accounts get declined for failing credit check, it counts against you. Expectations doubled during the pandemic after sending everyone to WFH. Instead of one account successfully opened per day, we were expected to have two. If you take four customers all the way from step 1 to credit check and 3 fail credit check, you are only recognized for completing the 1 account that passed. So the other 3 accounts you spent several hours on, only to get declined? Tough luck, you do not receive any credit for those. The expectation is you better get one approved before end of day. Terrible managers that always push numbers. Nothing has changed since the fake account scandals except for lip service. Unless you are a senior employee, you will struggle to get PTO approved. In 2021 it took up until late summer to get any time off for 95% of the staff. There were multiple cases of PTO being rescinded the week of after previously being approved. They did away with bonuses at the end of 2021 (due to the previous scandals). The pay was bumped up BUT the expectations increased two fold within weeks of the pay increase. Call Center Environment. In the interview they will tell you "Its not really a call center" for "reasons". Spoiler Alert. - it is certainly a call center. Metrics Metrics Metrics. Prepare to explain why you had to use the restroom outside of the two allotted 15 minute breaks. There are some good people here but they typically do not last very long. It is a soul crushing job and they (management) will slowly break your will. Rules and procedures change constantly. Took PTO and missed one of the 18 updates while you are out? Better read it in the 10 minutes you have before shift starts or you risk a critical QA error. Constant supervision and Micromanaging - Not an exaggeration to say they have a TL or Manager checking over everything you do. One checks your email folders, one checks your Excel spreadsheets even though its only used to help you stay organized, one checks to see if you sent out DocuSign requests on time, etc. When you do make a mistake (and you will) be prepared to be put on blast. They love to CC every single manager and senior leaders that you will never speak to, just to make a point. It can be over the silliest and easiest mistake to fix as well. It's incredible how tone deaf management is here, it feels like they actively seek out ways to destroy morale.