The company used to be awesome, but with Covid, it's really gone downhill. The Cardmember Assistance and Recovery department (collections and hardships) is a complete mess. Agents are facing back to back calls with no breaks in between, dealing with extremely difficult customers and very stressful situations all day every day. On top of this, agents are still expected to maintain a 50% or higher minimum every month in their collections efforts, despite the tremendous hardships that the majority of people are facing during this time. We are told that the department is overstaffed, but they are simultaneously saying that more agents are needed to help with call volume. Agents are being letgo due to overstaffing as well as being moved to other departments, while those left in the dept. are facing these huge issues and stressors over their stats. Information is not very clearly communicated, with so many policies changing sometimes daily and management is not on the same page with each other and constantly gives out incorrect information. Some managers are really on top of things, but they are not the majority, and it is mostly the coaches of the dept. that really do the work, put in the effort, and are keeping it afloat, while the team leads and dept. managers can't seem to come together on anything and present a uniformed front. Really has gone downhill from the past few years.
