Burnout and fatigue is inevitable. Calls are back to back, with two 15 minute breaks and a 30 minute lunch. Metrics & KPIs are constantly changing and often rollout before leadership even fully understand the goals and how to accomplish them. Procedures are constantly changing. You are expected to take on new trainings for new products/features, but are not compensated for the increase in responsibilities or knowledge gained that would be required to effectively do your job. Last year they merged two roles SRU & ESC and did not provide a pay increase to compensate for learning an entire roles worth of responsibilities. It got to the point, because of changing goals with ACW & AHT, I had to actually provide the absolute bare minimum service, in order to meet goals. Less time educating CMs about fraud, mobile wallets and practices that can help mitigate risk. My manager said my calls were thorough and accurate, but I was providing "too much customer service" since my AHT was above threshold. Accurate/thorough documentation is difficult since ACW goals have changed. Constant changes and issues, especially with OLB. Its a mess. I have never experienced the issues I witnessed with this company, with my FI, and would never stay with an FI that has so many issues or is constantly changes product CMAs, rewards programs, etc. It makes it incredibly difficult to not sympathize with frustrated cardholders. The entire FR/Disputes process needs an overhaul. Such an inconsistent experience for cardholders from one case to the next.
