Pros
Work from home. Potential for great pay. The trainers and managers are very friendly. Immediate 401k vesting and matching.
Cons
From day one in training there was perpetual focus placed on the possibility of being fired. New hires were told if we didn’t complete our ADP profile within three days we would be let go, if we didn’t complete the industry compliance courses by 5pm, maintain an 85% average each week, pass the role play test, or complete the IAPDA exam our employment would be under review. To put this in perspective, we were threatened with being fired at least five times during our first week of employment. While I’m sure the trainers were just doing their jobs, this constant reminder placed undo stress on new hires who were also contending with policy changes, malfunctioning equipment, learning new content and highly regulated scripting, and glitchy programs. The pressure makes a difficult task much more challenging. The training feels like being told to read a pamphlet on how to drive a car, then tested on that material and after receiving a passing score and watching other people drive, being told to drive across the country without making any mistakes. They skip the part where you are behind the wheel being coached while actually doing the task. After these initial weeks, you have to meet strict performance markers in order to remain employed. The agent has to successfully investigate and solve all of the client’s issues using salesforce which malfunctions daily, separately document each problem and resolution in multiple areas, and follow strict scripting all before hanging up with the client to not be marked down by QA. You’re doing this all while hoping that the client doesn’t hang up on you because you have no real power to resolve their complex, life altering financial issues that were exacerbated by their choice to enroll their debts into this program they thought would actually help them. In addition to the micromanaging, you are quite literally chained to your desktop all day via a wired headset. Every second of every day is monitored. Also, there are no sick days offered and only five holidays off a year. The micromanaging, constant anxiety, and lack of autonomy made this job a nightmare.