Low starting wage for the industry. The adverse changes started several months ago when the bonus structure became stricter making it being harder to hit bonus and/or get deductions from it. Then the company started to increase the time SPOCs spent answering the inbound call queue yet expected to have all of our daily deliverables met before we can call it a day. Then a new phone system was implemented that is a total disaster making SPOC work-life miserable. The constant emails sent for SPOCs to answer inbound calls when we are supposed to have time to work on our own pipeline of work doesn't allow time to focus on a task for very long, making file mistakes inevitable. Having to answer calls from outside of our expertise, ie: servicing Custom/Conventional loans is different from Government loans because the loss mitigation programs offered to homeowners are different. Having SPOCs answer all inbound lines means that we have to take ownership of a call without the knowledge necessary to answer questions or the ability to fully help a homeowner because we are not the experts for that type of loan. Inbound call handling is a part of the job but it shouldn't become the job as it has over the past several weeks and it doesn't look like it is going to change. I took this job to be able to help homeowners find alternatives to foreclosure. Not only do I love doing that, I am extremely good at it. . But I can't handle constant incoming calls. My productivity has suffered and so has my enjoyment of the job.
