I think they should place a value on turnover with in the company. They are spending to much money replacing associate who have learned the job.
Disputes Resolution Analyst (Current Employee) – Cincinnati, OH 45263 – December 21, 2017
taking incoming calls, addressing account holders issues and request for assistance ranging from money transfer between accounts, credit and or debit card issues and or replacements. acting as an intake specialist when an account holder has either been a victim of a scam, billing errors, account take over, product disputes, lost or stole credit and or debit cards.
I learned the basic system needed to do my job assignment both in a call center environment vs the disputes department environment.
You could go an entire day without having any interaction with management. as this was the norm. If you did something good they would acknowledge the accomplishment, and also if you were not at 100% in terms of the quotas i.e AHT, ATT, OSAT, Quality in spite of the system related issues we faced every day. The culture was speed up or you would be walked out. This was what we had to handle on a daily basics. Either you were perfect o you were not. Getting to that 100% across the board metrics, working with systems that did not do what they were programmed to which should have been at 100% and they were not. If I took the 4 minute's or 30 minute's at the end of the day I was able to help the customer with an issue and even if it wasn't in their favor they left knowing that they were helped.
working with the multiple systems
The timing place on incoming calls.