Pros: job satisfaction
Cons: unsociable hours
During a typical day in my current role I take between 50 and 75 calls depending on call volumes. These could vary from something as simple as an account balance enquiry all the way up to reporting fraudulent transactions occurring. Whether these be card based payments, online fraud, account takeovers, or identity theft and accounts being opened fraudulently. Every customer is unique and require a tailored and personal approach. Some you can have a laugh and a joke with which make the job incredibly fun. And obviously some customers phone and just want the facts, or are incredibly stressed or upset by what may have happened to them, which require a great amount of empathy and confidence to reassure them we are on their side and will work with them to put their mind at ease.
The hardest part of the job is inevitably giving customers bad news. Whether that be a decline for a financial service they may not be eligible for or that they have been a victim of fraud, or simply that they have received poor service in the past and trying to resolve a matter for them which has caused them to lose confidence in the company I work for. However this can also be the most enjoyable part of the job, knowing that I, beyond all others have found a way to help this customer. And I can go home with my head held high with the knowledge that I have restored their faith in their financial provider.