Upper level management seems to make decisions without consulting those on the floor / when suggestions are made by employees they are hardly implemented to a point where the meeting seems more for show than for actually listening to issues.
High call volumes + the belief that we are "fully staffed" (no way) with only 2 scheduled breaks throughout your day, expect to be mentally exhausted at the end of each day.
Pay ranges are meant for genuine call centers, not for those who require pretty extensive financial planning knowledge and months of training. Any rep above associate level should not be held to these types of pay range brackets.
Do not seem to be that concerned with retaining more tenured employees who have worked hard for some type of acknowledgement. As long as they still have an inflow of fresh reps on the floor, who cares.
Claimed in my interviews that they are pro-internal growth and that hard work will have you moving quickly / can move across departments. Yes, they have a 9 month minimum time-frame before you are eligible (which in theory, is very quick and if you expect less be more realistic), however, expect to fight long and hard for this even after 2-3 years of top level performance stats and provided a lot of run around excuses for why roles have not opened up in CS when other departments are still actively promoting.
Several reorganizations have taken place since I was hired, have not yet seen any positive outcomes from this, it has created more disconnect between those making the decisions, and those who the decisions affect.