Pros
There's not much good about this role. The benefit is that the company is willing to train new hires, which depends on the trainers. My training was in person before covid. The trainers were amazing. That may not be the case for everyone. The pay is okay for someone fresh out of college with no experience. It is stable during the pandemic, and you have the ability to work from home. The benefits are decent, nothing outstanding.
Cons
A lot of cons Be prepared for something to go wrong with the systems at least 3 times per week. Whatever Empower uses is ancient. There is a rather negative energy floating around. Everyone wants to leave, and no one wants to take another call. There is very little opportunity to move in the company, even for those overly qualified to change. The call center is an 18-month commitment before you can switch. Empower tries to keep people in the call center so other roles are never advertised internally. You'll be bombarded by emails that don't matter to you. Your important meetings will be canceled when the call volume is high so it's up to you to learn about any changes. Empower focuses on customers, not their employees. However, everything that is implemented doesn't actually help anyone. There is a huge disconnect between call center workers and upper management. Instead of listening to reps, reps become statistics. Empower claims to focus on the customer, but instead of giving customers the proper tools to help them better understand their accounts, Empower makes everything harder and more confusing. It's not surprising why there's a high call volume. No one can actually log in online without being locked out, which requires calling in to unlock the account or to wait 24 hours. Online access is like going to war with the app or website. Empower is severely lacking the manpower to handle this many customers and plans. Every employee is burnt out and exhausted, but upper management keeps acquiring new plans to expand. The pay is not as competitive as they make it out to be. After working and being abused by rude customers, you get 2%-3% raise possibly. There are incentives, but they're mostly sending out $5 gift cards that count toward taxable income.