Pros
There are no pros at all
Cons
After 2 years I was the only one to cover phones for a block of business that I had NEVER had even 1 minute of training for b/c other people didn't want to, & had to answer financial, processing & requirements questions that customers & agents had about things I knew literally nothing & wound up peeing my pants 4x b/c of not being able to take any scheduled breaks &/or lunches as I was also supposed to field up to 50 calls/day, sometimes 1 call could last 2 hrs, train others, process financial transactions like a full time processor, do an internal finacial report that required detailed financial Excel spreadsheets & matching paperwork that would have to be printed out for each Excel row entry, organized a specific way, whether it was 3 pages or 300, that's IF the printers weren't backed up from everyone's pending prints w/another 200 documents in the queue that still need sent to the printer & then each paper packet had to be scanned & e-mailed from the printer as a pdf to yourself (assuming there was enough printer memory to even allow for the packets to be scanned, if not, you have to keep getting up from your desk to try again, hoping you don't get behind someone who has 100 things to print) once all scanned & all pdfs have been received, you have to create folders & subfolders named a specific way, zip those, go to a 3rd party site & upload the folders w/a different specifically worded title for each folder/upload -these reports are due weeky & at the end of the month for the whole company, preferably uploaded by 11am & also responding to any research requests to answer a question that may require archived paperwork to be ordered from another 3rd party site, which can take several days to receive & can be 70-500 pages of faded imaged in paperwork that can be 50+ years old & they may only need one document out of all of that paperwork, which you have to close out & restart researching every time a call comes in or a pop-up from the call center w/a question & ofc your other job duties. I worked 7 days a week/60+ hr weeks for months on end w/NO help & was also somehow supposed to keep up w/the countless e-mails I was cc'd on & required annual privacy policy/anti-harrassment/anti-fraud "trainings" that usually required watching several videos & then taking mini-tests & one final teat that you HAD to pass & attend the required quarterly company meetings that I never did b/c I was the only one on phones. Oh, and the guy on my team who bullied me for over a year & admitted on company IM's that he was bullying me & got several others in on it too, became the new manager & even before that he got MY break & lunch schedule changed (like I ever had the chance to take them on time) so that the rest of the team could ALL go to lunch at the same time together. He also decided out of the blue one day that I would now be taking Supervisor calls but I never received a title change, bump in salary/Supervisor perks & an e-mail was never even sent to let others know...nope, let's transfer a customer around 3x, they're going to be SO happy. He decided it was ok to make me stay until 8:30pm on Christmas Eve doing THEIR processing job which I hadn't done in over a year & didn't have some of the system/software requirements anymore to do it properly while most of them left anywhere b/w 1pm-3pm. When I finally had enough & voiced my frustration, complaints & that this was really affecting me negatively mentally (I got very very dark for a very long time & still struggle) & begged for help/training just so I to do the bare basics of my job I would just get a condescending pat on the back & was told I do fine & that was the end of it. I finally asked to be transferred to another dept, knowing that he wouldn't allow me to transfer & that me asking was for sure going to get me fired; their reasoning for my termination? For dropping the "F" bomb on the phone w/a customer, which is a lie. I said "Are you freaking or fricking or effing kidding me?" b/c I had to spend 20 minutes finding the answer to a product question from another call center rep on an internal call only that had nothing to do w/my department about the products I knew nothing about so she could get back to the customer to answer THEIR question & also for being "problemtic" as I finally submitted a formal complaint via e-mail about processors closing out requests submitted due to inbound calls w/out doing anything, even noting them & then being screamed at/asked how stupid/lazy could I be on a DAILY basis by the same customers checking back on their requests & me (again the ONLY 1 on the phones) not having any answers, having to submit ANOTHER request, note the call system & the paperwork system all while trying to keep calls under 4 mins each while there were 5 calls on hold, sometimes for 20+ mins/call (the goal was a hold time of less than 60 sec) & having endless call center reps popping me up asking if anyone was on the phones/who was covering the phones (me, always me) & the amount of processing errors that would result in the same screaming customers, correction requests being submitted & then those just being closed out by the same processors w/out being corrected b/c the more THEY can close out the better THEIR metrics & the bigger THEIR bonuses, incentives & pay raises...so I guess you're welcome for the nightmare I went through so you could financially benefit while doing nada. Tbf, I said it a bit more professionally than that. I had barely held on for over a year b/c I was promised after the management reorganization that they were going to hire some new people to give me a break on phones & I would have different job responsibilities & we now had new some people who were processing full time & not taking any calls & I was worried they would go through the same frustrations as me when they transitioned to phones & I had to at least try to make some changes. I asked when I could expect them to take over phones as promised instead of only processing I was condescendingly told Ofc!!! Gosh, he absolutely understood why I was so stressed out & he completely agreed w/me, I for sure earned a break & to take a couple of paid days off & recharge. I felt like he spit in my face...so I did the only adult thing to do, submitted an e-mail detailing out how the processing errors/laziness wound up increasing call volume, call length, calls on hold, length of hold time & subsequently the amount of call/correction requests submitted for processing on top of daily paperwork. I've always had one thing, my job; my pride in my job, my desire to really help people that need it, be an asset to my team/co-workers & to do it all well & knowledgeably, so yeah, after almost 2.5 years of this all said & done, I HATED my job, I HATED my "team/co-workers", I HATED driving to work in the mornings, after throwing up blood, I HATED myself & I HATED that I felt stupid every day doing a job I was never trained foe & I HATED that I lost my drive to help people & do well & be an asset, to be a good teammate. I NEVER dropped the "F" bomb on the phone w/a customer & I apparently became problematic when I just had nothing left to give; no ego & no more pride or what I had gritted my teeth & held onto for so long, sheer stubborness that I would not let them win & break me or my spirit...I guess their plaything wasn't fun anymore so time to throw it in the garbage & get a new one. Oh & their HR dept??? It's a joke, when an employee asks for a confidential meeting w/HR & comes w/a stack of printouts of e-mails & IMs sent on company computers where someone has admitted to bullying someone else & getting others to do it as well, maybe it's just me, but I would think that HR would've begun the meeting by asking why that employee requested it to begin w/& do they have documentation so there's proof we need to transfer this employee to another dept ASAP; but that's just me, apparently HR's job is supposed to spend the next 20-25 mins telling YOU that YOU better have a smiley face mask on before you walk through the front door every morning; it better stay on until you get to your car after you clock out, no more head down, random bouts of crying, you better keep that smile on your face even if you're humiliated after peeing your pants b/c your "teammates/co-workers/manager" think of you as less than an animal, even dogs get taken outside & cats have litter boxes, but not you, nope, you have to sit in your pee-soaked underwear, jeans & upholstered office chair for the next 10 hours. Oh? And the $12k+ you lost due to the twice weekly therapy appts you didn't attend (but needed to b/c your current job situation made you want to off yourself & was causing some other serious mental health issues & sleep disorders as well as throwing up blood & stomach acid/bile several times/day) & didn't cancel w/in 24hrs b/c you didn't realize that you would be the only still in the office at 9pm every night for the foreseeable future, the $$ spent on a ton of psych meds & the $$ spent on stomach meds & endoscopies...around $17k total for everything, well you can kiss that good-bye too...and the expectations that they won't dispute your Unemployment Claim or that they'll be honest when you call to check on your 401(k) w/drawal request & they tell you it'll be processed by the end of business today...every day for 3 weeks straight now. Yeah, I'M problematic.