Where to begin...first things first, the customers are garbage. 95% of them call asking questions they don't understand and when you give them the answer, they don't accept it. I get maybe 5 calls a day where someone asks for their account balance, says thank you, and hangs up. The rest are outraged over things they don't understand (like gasoline hold charges) or recurring billing. The customers that use Discover (and I assume all credit cards) are garbage and you're not allowed to let them get to you. The CELT team that reviews calls are so far removed from reality and the pressure of these calls and mark you down for the slightest things because they are idiots that don't have to be the one taking these calls. Make a small mistake? CELT will find it, and your coach/lead will berate you for it.
Team leaders and coaches revolve so often you will never develop a rapport with any of them long enough before they are shuffled around again, you will not feel at home with any of them. So very few will ever reward or compliment you on a job well done but jump on you the moment you make a mistake. If you are struggling? Check Link'd...can't find what you're looking for in Link'd? Don't worry, so few of us do with how hyper-specific these customer questions are, if you ask a manager "did you check Link'd?" and 9 times out of 10 will just send you the document...this is all happening while the customer is on hold and you are expected to keep the call UNDER 3 MINS LONG.
Get used to hearing "I have been a Discover customer since..." a lot, they will use that phrase to justify that they are right and you are wrong. Most of the customers have zero concept of their credit, penalties, APR and balances, and instead of listening to you, they will berate you for it.
Lastly, reviews. You will get reviews...and if a customer doesn't get their way, they will give you a detractor and there is NOTHING you can do about it. It will hurt your numbers, make you look like a drag on your team, and all because you had the misfortune of being next in line to answer a call from a "Karen" that knows more about their credit card account than you do (which is never the case)
"I don't want you having my bank details!" I need it to take a payment
"I don't feel comfortable giving out my SSN" I already have it here, just confirm it
"I have been with Discover since 1986!" Who effing cares, you are not better than someone that signed up and got a new account yesterday.
"I never got a late fee in my life!" Yes you did, you got 6 of them this year alone.
DON'T LIE TO ME, I see everything on your account
