Extremely Unprofessional, Lack of Consistency, Poorly trained Supervisors, and Illegally passing Certifications.
Pros
Lots of knowledge in a short period of time - good coverage poor supervision.
Cons
Supervisors - Unprofessional, poorly trained if at all, play favorites. No consistency between any two supervisors. Some of the supervisors are not licensed and don't do certifications. Their understanding of the problems faced by the people they supervise is unknown and they have no compassion or willingness to understand - every issue is solved by asking for documentation which is never used but only requested to throw up a road block to fix anything. They do not care for their people and they only have contempt for the senior citizens that call in. The Supervisors for the most part are only there to collect a paycheck. SSC - Multiple problems on a regular basis. Very slow to be fixed by anyone - most people blame the Benefit Advisors no matter what the problem is. The real problem is that the Supervisors do not understand the problems that exist with the SSC and the Supervisors only want to blame the Benefit Advisors - they as a group are too unwilling to listen and really dont understand any of the problems. Its a wonder the system stays open and does not crash more often. The only fix would be to shut down the system and do a complete overhaul but then that would not be possible as the system runs 24/7 and shutting it down would dip into their profits. Bonus System - The illusive bonus system cant be explained by any two supervisors consistently - according to them everything affects your bonus. The reality is that the highest bonuses go to the people who sell the most and is usually predetermined at the beginning of each month. Customer service has nothing to do with your bonus. In fact you are penalized for taking too much time on the phone to explain anything to the senior citizens. Certifications - This is a requirement that most Supervisors do not have to do. If a certification test is taken and not passed, you are required to contact Cert Cental for "assistance". The assistance you receive is to share your screen and pick your answer but not enter your answer until you get an "I agree" from the Certification Mentor. If CMS or the Insurance Carriers knew how the certifications were completed at One Exchange - One Exchange would be shut down immediately. The lack of knowledge on the part of some of the Benefit Advisors is easily explained when you understand how the Certifications are passed.