Where should I start, hmmmm well the PLCC is just a horrible place. Here's a list of the constraints that you will have in this department. 1) They will give you this thing called Work Force Management (which is basically like a tracker) it tells you when you go on 15 min breaks, when you can go to lunch, you have to request time off through it and mind you that if you want time off you have 2 options either call out or schedule your time at least 2-3 weeks in advance. If you dont follow your schedule to a T you fall out of adherence even if the reasoning is b/c you were helping a customer, its still held against you. 2) No matter what they tell you, you are a call center associate. You will have back to back calls depending on which 11 states they give you (that's right I said 11!!- while the production underwriting team gets 3 states). 3)They critique EVERYTHING, you'll get what they call peer to peer feedback. Basically its where people that are not on the phones (production associates) comment on your work. You will have 2 calls reviewed by the quality team every month (they make sure you give the right answer and grade you based on if you respected the agents- meaning if you cough and you apologize, that's an error since you didnt mute yourself ). You will also have 5 calls reviewed by your manager every month and side by sides with your manager every so often where management sits right next to you to hear your call even though they can do this at their desk. (meanwhile production underwriters doesn't have quality reviews at all) 4)They look at how many times you call a SR. Underwriter for help. If you call too much thats a red flag and they'll suggest that you attempt to reduce it. Now once you reduce it they'll suggest that you may not be giving the right answers since your are not reaching out for help. 5)You will have handle time- how long it took you to finish call and after call work, talk time- how long you talked on the phone, wrap time- how long your after call work takes. Which all have a min number that you should keep your times under. All of the items listed above have some impact on your end of the year review for your bonus- while production associates are just reviewed based on the number of transactions they do per hour, our every minute is scrutinized. You would think after all of that you would get paid a little more than a production underwriter but sorry you will not. And last but most certainly not least, if you join the PLCC it will be extremely hard to get out, they will try to sell the 360 Program to you (program where after 18 months you can move to different underwriting functions) but they only choose like 9 people for this and its only done once a year so its very unlikely that you will get picked especially in this environment where 95% of people want to do something else.
