I don't know where to begin. There is so much that has gone down hill with the company. Prior to the new CEO taking over there was truly a work life balance, and Ed Rust made sure that the atmosphere of the company was that of a family.
Now with the new CEO Tipsord I wonder if the company will be around after he drives into the ground.
The micromanaging is to the point that people don't want to go to work. The metrics are not realistic. We were told to get things settled on the first contact so that the closings looked great and that we helped that many people. Yeah those numbers are great but rushing people through a phone call so that the next call can be answered. That is not customer service.
IF the metrics were not met it was the employees fault. Management has expectations that are not realistic. Nor will they listen to the employees who are doing the work. There is no reasoning with them, but they "ACT" like they want your opinions but when you give the opinion you end up being coached for ruining your brand with the company.
With being a claims specialist the training went down hill from prior years. State Farm used to have the best training, but the training that I received was horrible. I was trained for a job that was for proximity workers. There was no need for me to learn how to count off a square to handle a roof that had hail damage, but received little to no training on how to handle a theft claim or lightning claim that made up most of the work.
Then there is a unit called ESS&P, they are the drivers for the claim department. This group is a JOKE. They direct where everyone is working, but have little to no idea how claims are handled. My group continually had to work over time due to the lack of knowledge of this group because they could not figure out how to get people directed to the right areas to get work done. They monitor everything and report back to management. This ranged from not being in the correct call state to being in a claim too long and by too long I mean you have a complex claim and trying to get the policyholder handled in a correct manner. The handler gets an email to wrap up the handling along with management. This group takes any responsibility from the management.
With the big brother management, we were also discouraged from using the restroom outside of our break times. I'm sorry when I have to go, I have to go. When this happened management viewed this as call avoidance.
IF changes aren't made to rebuild the brand of this company it won't make it to 100 years, with the delusions that the CEO and VPs are distributing to the masses.
