Pros
Decent salary for the area, Profit Sharing can be a nice bonus depending on the size, Health benefits are the best I've seen over several policies, Educational expenses are reimbursed for business classes,
Cons
The Manager can really drive the morale of the department. If they have a micro-managing, never happy with your numbers style, the dept can be a terrible place to work Goal calculation is not always communicated clearly. Office politics and "being in" with the proper crowd is very, very important to advancement regardless of your work product (being a "robot" on the phone instead of truly helping and addressing the customer's needs if you make the numbers look good). Management doesn't want to address or acknowledge the weakness of certain processes once they have decided on it. Very worried about following the script and pushing correct buttons versus trying to figure out if all that extra work really does help the customer or associate. They also seem to leave bad managers in place way too long (ie managers being so hostile that associates become afraid to talk to the manager and tries not to be noticed when the mgr is walking the floor). Sometimes, bad management may be fired or demoted back to an associate positions but it doesn't happen quickly, if at all. No work/life balance. Sick leave is very tightly control to the point that it doesn't reflect anyone's life. Everyone can understand they must have the people at work and dependability is very important, especially in a job like this. But even other P & C carriers where I've worked, who have the same customer needs, are not as rigid in their leave policies. Not very much recognition for a good job. Punishment for breaking company policy is not evenly enforced.