Pros
The IAM reps are great to work with. These ladies are amazing, knowledgeable and excellent team players.
Cons
You're not supposed to ask questions. Do your job and that's it. Systems with other call centers are not linked so you are not able to see what any other call center reps have done on their end. Many of the agents are outsourced and are very poorly trained in general, even on the stateside, and most of the outsourced agents can barely speak English, which in turn upsets the members. Every time a member is transferred to a different department to have their issue addressed, they have to re-authenticate their information since the systems are not linked between call centers. This also upsets the members, highly! The IAM team is NOT a Tier 2 position. It is a Tier 1 position and more often than not we have to do our job plus the job of the Tier 1 in order to resolve the issue, because of the lack of training.