Pros
2 bonuses a year. Christmas gift. Possible ability hybrid WFH and in office per week. Supervisors are awesome to work with and some managers as well. Ok work culture. They have been flexible with me for WFH and working hours because of my unique situation. Halloween contests with prizes. Benefits are good, except for the health insurance.
Cons
The CSA role is the worst department within the company. Ever since the new CEO took over the CSA department has gone down hill. You are on the phones for 8 hours or more with no other tasks besides answering phones all day. You must take a minimum of 67 calls daily. You are not supposed to spend more than 3.30 minutes per call! You will deal with 75% of customers that are always upset with our services. The interest rates we offer are the highest in the industry. There are tech fees for customers to make payments: 15.00 for live trip to take ACH only, 6.00 for ACH on automated line or website, 12.50 for a card with a payment under 400.00 and 3.19% for 400.00+ on total due amount. Auto pay with card had the same fee as making one-time payment. ACH auto pay is free. If you use an auto pay form that is emailed to us, there is a set up fee that ranges from 0.00 to 15.00, but you can set up auto pay on the website for free. The late charges they apply to accounts are not a flat fee, it's 5% of your monthly due amount. If you mail in a check and it shows up late, they go by day received, not post mark date or date on the check, so if it shows up one day late, later charge will not be waved. I have seen late charges as high as 8k for a single late charge! The company has a very tough stance on late charges because of the CEO and are not allowed to wave late charges or, in some cases negotiate. As you can see, you can understand why most of our customers are unhappy with us. The only service that we really offer to the customers, that they say are the only negotiate to the customers, is our legendary customer service. However, customers do not get that each time they call. Because of the call quota and time limits issued by upper management, we fall extremely short of achieving that mission statement. We have CSA reps that will rush customers off the phone, provide the minimal amount of information, transfer customers to someone else while in the middle of a conversation, it just hang up on customers to meet the time limits and quota. There are CSA's that do the bare minimum with customers and transfer so much that they above 100+ calls a day because some are go getters and between noses. Which means management loves them and then compares you to them and vice versa, while not understanding these reps are providing terrible service. Time off with this company is the worst that I have ever seen in the 20+ years that I have been in the working industry. The CSA department is huge, and they only allow 4 people to be out per day. You can still take time off if approved when 4 people are out, even if someone is taking a half day, you will be marked as an unplanned day which is used against you at review time and your bonus. You cannot take the same week off each year, which makes it difficult for single parents. You do get floating holidays to use, but this year they cut it down from 4 to 2 days. You go from January first to memorial Day in May without any company holidays. The company doesn't take off a lot of holidays throughout the year. The CSA department does not promote within the department, so this is the epitomy of a dead end job. I have been with the company for almost 6 years now, and I am not the same person when I was first hired. This position has completely destroyed my mental health and well-being. I make too much money in this role to be able to look for another job. So I am stuck, which I absolutely despise. I am currently going to school for a career change, but I still have a long 3 years left until I can get into a different department or work for another company. The health insurance, which premiums are high and you have to take blood work each year and if you are unhealthy in any way, the carrier adds surcharges to your monthly premium. God bless your sole if you take this position and be ready to always having confrontation with customers that get upset with the companies policies and procedures.