Pros
This position has gone under several other names in the past in order to make it difficult for candidates to find any reviews. The former titles were Quality Assurance Analyst, Grievance Analyst, Resolution Analyst, Caseworker, and so forth. The pros of this position is that it's an easy job for the short term for decent pay, if you have common sense and don't make a single mistake.
Cons
If you are a contractor, go into this position with low expectations; this way you are not hurt when you are inevitably let go. People who are older (50+) do not tend to last more than a week before being let go for -unknown- reasons. Contractors are hired in batches, with most being let go during training and shortly after training-until there is one left who gets a full-time employment offer. The full-time employees fall into different categories of just as toxic as the management, incompetent, callous, and kind. The kind employees typically find employment elsewhere. Generally, you need to know someone within the company to get a full-time offer.