Pros
Hybrid work schedule (although there's literally no reason why csr's can't be fully remote if they want to), a good amount of PTO and a pension.
Cons
CONSTANT SYSTEM ISSUES. It seems like every other day there's an outage that prevents us from being able to service clients and agents. People have been complaining that their systems haven't been working properly for months. When the systems do work, they are extremely slow and outdated. There's literally no reason why a multi BILLION or possibly trillion dollar company should have this many problems. What they "upgrade" to has been out dated for ten years. They don't offer any solutions for it. They just shrug and say "oh well". The next problem is micro managing. What's ironic is the systems that monitor employees never break. Step one toe out of line and you'll be nailed to a cross for it. I feel like I was sold a dream job that turned out to be a lie. They make you think that there's so many opportunities but there isn't. Next level jobs rarely come up. And when they do, literally hundreds of people apply since we're all after the same things.