Pros
Benefits & vacation are decent. Pay is fine. Opportunities to advance are abound, though you need to be willing to look outside your specific area & across the organization. Most individual contributors have occasional work-at-home flexibility & flexibility with work hours. Paid tuition reimbursement as well as paid learning opportunities as well as many HR personality/talent tests available for employees/teams. Many of the people are great. You will find people who truly care about making a difference in their jobs, or to their co-workers and you won't need to look far for these people (though there are always bad seeds too).
Cons
The culture is reactive, and often consists of key stakeholders resistant to change. You will find innovators, but eventually they get beaten down trying to "change the world," and they begin to conform as well. Very difficult to get any process changed ("we've always done it this way" mentality). Those working the call center jobs are under-appreciated and tied to the phone with little to no time for needed training (with this ever-changing industry) and are held to handle times despite being told to connect with customers. Customers aren't always treated the best because the call center limits time for callbacks, so customers are promised a callback, and management won't allow the time for reps to make these. Projects are short-sighted and are often band-aids with no hope of a fix in sight. Who you are and what your title is determines if your opinion gets heard - both good & bad people in these positions. Your personal job can really be affected by who your manager and co-workers are and can shape your daily energy/feelings about the job both for the positive or negative depending who you report to and on which team. Job security is always a concern in the back of your mind because of so many past layoffs. Technology not current - no online platforms for customers and internal systems clunky & old.