Pros
Relaxed environment, managers are understanding of the high workload and expectations. There is also room to grow either by moving up, or moving to a different department.
Cons
The process is set up to make the HLS fail. We take inbound calls during entire our shift, but have to race against the calls to make outbound calls to our own customers. The metrics are the same as a customer service based job, but this is a processing role. The suggestions are to work your own files on overtime during the nights and weekends so there is no real work/life balance. When we talk to the customers, they complain that they can’t get in touch with their own rep, but their rep is on the phone with someone else’s customer who dialed in and got to them first. We need a dedicated inbound customer service team.