In this role you can expect to be on calls most of the day. I put this here as a con because you are expected to handle calls all day while also trying to juggle cases that require your attention away from the phone. This can become worse when you are expected to take on "tasks" that would be better suited for other departments but are handled here instead.
The pay is mediocre. For some reason this role is only just starting to be compensated similar to what I have found from other companies. This is really is one of those roles where you are not paid for what you can and actually do. The amount of knowledge and expertise in the day-to-day things you do in this role should have you be compensated better but you're not. Be aware of this.