Pros
Most money I've ever made in this type of role. Manageable workload for the most part, unless you grab too many complex tickets or have things start to go sideways. Great benefits. Fun team atmosphere and culture. Have seen many people on my team get promoted into higher roles so far, so I feel like I can take my path in my own hands and push it as far as I want.
Cons
Disorganized and constantly evolving processes that live and die by "FYI's", many that you only suss out when you come across a new situation. They've tried to codify a lot of processes and have done a good job, but many are still "you need to find out in order to know". No robust task system that is oriented by roles and expectations/capabilities rather than individual's names, which is... ponderous. Need a role to do something? Go look in a directory for the person doing that at the moment (subject to change, may not be updated/old info, person could be on vacation, etc) then send it to them, rather than dropping a task in a bucket that someone assigned to that role sees. The difference sounds small but it's immense in practice. Some of the fees and charges a customer can accrue are difficult to explain because they're nakedly bill stuffing.
