Pros
Nice co -workers If you make mistakes, no worries,feedback is friendly and forgiving they encourage promotions, though most positions are in HQ in Bloomington, IL They do give raises, which a lot of companies have done away with. Each Auto claim is unique and often interesting.
Cons
Workforce management dictates your shifts and your work duties every 15 minutes, which adds to the call center atmosphere. You receive a bimonthly report on how many times you're out of schedule adherence. Very little availability to take a day off, if you're out sick 5 times a year, you get written up as an incident. All of this is to improve productivity, but moral in Auto Claims is low, everyone I work with is miserable about their job. Nepotism is strongly encouraged, they truly want family members to work there, they attribute higher likelihood of staying with the company if family members work there. Call volume is king, as much as they want you to handle customers with quality, they are counting how many calls you take, how long you're on them and promotions are based on that. Not enough Claim Reps, and the training for reps is almost non-existent, so if you don't like the answer from a Rep, asked another and you will get a completely different answer. The people that write good reviews, haven't gotten Workforce Management into their department yet - it is slated for all departments eventually and has made a great mom and pop company into a third world production center. Sad. Low pay, Claims processors start at 30K. even with a college degree. Highest increase is 10% -, half toward your salary and half in bonus. So if you do an amazing job and get a 10% increase, your salary goes from $30k to $31500 - not tremendous, but by the time you're there for $20 years you are making around $90k. and a pension.
