It's collections. On car payments. So of course it's not rainbows and butterflies. However, when abusive customers happen they can push a person to points of post traumatic stress, anxiety attacks, and more, causing the agent to hang up and end the situation. When this happens to an agent, there is no sympathy on the agent or a penalty on the customer. The customer continues to be worked with where possible and gets told "So sorry that happened to you." In the meantime, the company's zero tolerance policy on hanging up on a customer (accidental or otherwise) gives no room for understanding or empathy. The employee is terminated with no chance to dispute why they should be allowed to stay.
Agents are often told they have chances to move up as long as they keep their stats and attendance in order. However, often there was office politics where a supervisor singled out other agents that would be perfect for their open position but didn't like their personality or think they would be friends. Also, positions would be given to temps, temps would not receive proper training, and the temps would later be fired or never fully hired on as promised. Temps did not have access to health benefits and more until they were fully hired on, so there was much frustration on their side. Hired on agents who wanted the position temps were being hired for were told they had to essentially quit, locate the right temp agency, and hope they were chosen for the position. This would of course cause lack of income and a major risk at not being chosen if they decided to do so. There was also a risk of not being considered eligible for rehire.
Movement between the two departments of Funding and Loan Servicing was an option only from Loan Servicing and rare at that. If agents in the Funding department wanted to move to Loan Servicing, it was not an option.
