I was hired as Customer Service when in fact, it was really a sales job. 95% of the calls you receive are complaints, mostly with customers who are overdrawn and angry about the overdraft fees. In addition to telling them they (probably) aren't getting many, if any, fees reversed (which is understandable to those who don't bother to keep tabs on their spending, and actually think the bank is supposed to do that for them) But to make matters worse, you are then expected to upsell, oops I mean "refer" those angry, hostile people over to next level sales for some other product they either really don't want or ultimately won't qualify for. (Example: Person who takes Direct Deposit Advance at 120% interest, and then has to keep taking them over and over because they've extended themselves and it's an endless cycle. You recommend they take out a line of credit or credit card. Most know when they won't qualify hence taking out a 120% APR payday advance.) Training was okay, although you are talked down to as if (or just in case this is) your first job. Once you are on the phones, you are stuck in a dark cubicle all day every day taking these negative calls, with no real time for comeraderie or to even say hello to your fellow employees. The word monotonous does not even begin to describe the job. You felt guilty even going to use the restroom if it wasn't break or lunch because your supervisor is alerted when you aren't taking calls, so that plus Q.A. monitoring basically means you are micromanaged electronically and tied to your desk. (Interestingly, there was a class action settlement recently from another department for this very infraction.) Like most sales jobs, supervisors are promoted based not on how well they can manage people, but how many sales they made. You can be a great salesperson but an awful manager and vice-versa. Those are two separate skill sets. I got along fine with my manager, but most did not like her (behind her back.) Had it truly been a service job, without the emphasis on sales, I could have probably tolerated it a little longer, but as it was I faced burnout after only 2 1/2 months with the company. And that last month I had to talk myself into not walking out during break.
