Member Support Representative
Pros
Good camaraderie amongst team members because you are all dealing with the same mentally exhausting and demanding work
Cons
-DO NOT allow recruiters, or even your lack of employment, to sway you into applying for the member support position. The company (recruiters, trainers, managers, supervisors) will lie to you by saying that you will have many opportunities to "advance" your career at LC. However, nothing can be farther from the truth. The only opportunities are other meager-paying positions within the Operations Department, all not living and sustainable in the expensive Bay Area. They say that you can apply anywhere in the company if you perform well in your role, but that is bogus. Think about it: if you're a top performer, why would the Operations Dept management want to lose you to another department, even though it may provide you with better career advancement. And that is questionable in of itself due to the fact that the Federal Trade Commission is suing the company, the stock price is way low, and the entire company is basically coasting on autopilot since they fired their founding CEO in 2016. (The firing was deserved however regarding a governance scandal over falsified loan data, but that's a different story.) -MS agents are measured on customer satisfaction (CSAT) surveys, average handle time (AHT), and availability; they also rank you amongst all the other agents. CSAT surveys are very subjective and unfair because the agents may be providing superb service but because the company's misleading policies and tactics are making the customers mad, these emotion-driven individuals will give BOTH the agent and company poor survey responses. Also, you are set up to fail: work at providing great customer service and your AHT goes over. Rush through a call so you can meet AHT metrics, but then the customer gives you poor survey responses. The availability metric means you are practically chained to your desk. You have to take your breaks at scheduled times; any time you are unavailable outside of them, even for using the bathroom, will count against you. If a call goes into your break or lunch, you can still take the full 15-min break or 1-hr lunch, but the time that goes into your scheduled availability afterwards counts against you. Because it's against the law to tell you not to take your full 15-min or 1-hr, they won't do so. But by taking a full break/lunch, it will count against you. And they do measure the time down to the second. -Calls are back to back to back to back, with only 30 secs allotted for you to case and write down call notations, which will increase your AHT. Any time over 30 secs will hurt your availability.