Pros
OTL license and training are provided and paid for. The position is strictly working from home. A laptop and screen are provided.
Cons
Your duties are far more than your job offer states. Sales quotes are mandatory for inside service agents who are not a part of the sales team. Office equipment screens additional mice/ keyboards not supplied or reimbursed. Lots and I mean LOTS of unpaid / forced OT, if your shift ends at 8 and get a call in the queue you could be ending your shift at 10 with unpaid OT. Underwriters will order you to spend hours fixing their mistakes, Underwriting and management work hand and hand to delegate work to customer-facing employees. We are in a queue and have quotas, and for us to take time out of our non-working hours and time out of our monitored quota-based call center time to pursue issues with policies is a horribly broken system. This happens simply because you were either the last person in the chain of events or had the misfortune of picking up the phone. Underwriters often use abusive language and will use a 3 strike answer system to coerce you to do their work or else your boss's boss will be sent a notice that "this agent did not complete their Underwriting duties. "hot potato pass it on"/ Lazy work culture. Other more tenured agents and Under Writers will pass their work on to you with little to no reason, if you are new you are expected to log in 30 minutes early to set up programs, I find that I am spending around 2 hours a day unpaid dealing with Under Writing issues that not only take me away from customers in the call center queue, but these issues negatively impact our stats and performance metrics in which our worked is based on. Toxic " do more" culture. Managers encourage us to use our time outside of work to "involve" ourselves with ACG's "culture", employees are encouraged to donate, volunteer and help with projects such as news letters without pay out of their working hours as a part of being a "good team player". This is used by management to delegate work to newer employees under the guise that they will get a promotion if they keep it up. There are no promotions, even with multiple years under your belt you will either be a service, sales or back office agent which are all customer-facing call center roles. There are no promotions or very rarely does it ever happen without someone leaving, gaining more experience and then being hired back for a higher position. Bogus/ criminally bad "commission" for the P&P credits system that requires us to sell around $10,000 dollars of premium before we get $500 in commission which rarely happens to any of the team members. We are reprimanded for not having a minimum of 2 P&P credits monthly which is several thousands of premium required.