If you're thinking of working at Assurant you should talk to a long time Assurant employee first. I'm only going to touch on the customer service, research, and resolutions departments, so you can have a clear understanding as a entry level employee what you are walking into.
First, the training is horrible. It is the worst training I've had in all my years of call centers. They do not prepare you for this job. You'll go to someone's desk and watch them and feel like you're going to drown in fear. This job has a sink or swim mentality and they are not in the mind frame of fixing that. Rise to the occasion or you're out.
Second, the pay is AWFUL. For the area you'll think wow I'm going to do well but after you do the job, feel the stress and see the practices you have to help push on people, you will feel under paid really fast. Also, the pay scale moves A LOT so don't assume you're going to make the same as the person sitting next to you. Also I've been with this company for 4 years and I can promise you raises are a JOKE.. Try .5% or 1.5% of 12.50. No really that is your "raise" for a year and they act like they did you favor.
Regardless the pay isn't even the real issue, the REAL issue is management. These people pretend they're in some secret society and they "try" to keep secrets. Only it never works because the Ops managers leak everything and then the employees find out. Then they'll lie to you and then 2 week later, a email will role out telling you, you were correct.
The emails! These people LOVE emails. They will change the rules on a procedure and have tech writing write it out, then send it all to us. Our customers can't even understand the tech writing so I am not sure how they think we will. These PPM's are sometimes 10 pages long. You read this between your job or your break. They don't give you time to read your emails, PPM's or even take HR mandatory tests or refreshers.
I'm sure you're thinking, NO WAY! Oh yes way but it gets worse! They make you adhere to a nazi like schedule. You will have a call box ticking away like a bomb on your computer. You'll use aux time to go to the bathroom, go to break or lunch. Don't go to the bathroom too much or your manager will come in to "check on you" Yes.. imagine taking a number two and your manager comes in screaming your name because you aren't taking calls. This happens ALL the time. You must keep a 96% adherence and if you're late to lunch because you were doing your job... They don't care. You should have done your job faster. Points deducted and you're score is now lower. And it's impossible to have a perfect score all the tricks we used were found out and they've put a stop to that.
Quality! The quality department is a joke. I could spend an hour on them and their arguments alone. You forgot to say please at 1.02 seconds so you now have lost 2mins. Did that please mess up the call? No! Did the customer even notice? Heck no! But they don't care they need to score you lower so your manager yells at you about dumb stuff like saying please or telling them to have a nice day. Yeah, that's not allowed.
The managers will AVOID taking calls when requested. They act like you're crazy for following their procedures. They do not want to take calls and team leads try to avoid everything but a few will help you out.
Hours- If your a lucky person you'll get a morning shift but if you get a late shift embrace it because NO ONE will ever let you out of it. You'll need to post out.
"Cross-training" AKA- Doing more work for the same money. Cross- training is a fun little way they encourage you to do more work for a raise at the end of the year so instead of 1.5% you might get 2.5% I am currently doing the job of five employee hires and I make roughly 14.00 an hour. THINK ABOUT THAT. I have access to 5 banks, I run about 4 reports daily and I do extra projects. And my added raises for my hard work add up to 1.75 and this is me doing overtime whenever they ask and keeping a 98.9% quality for 2 years.
Finally, I'd like to talk about their lack of common sense. If it makes sense they wont do it. That is a common repeated term with in the employees. They don't like things to make sense. They recently were forcing work at home employees to come into the office to "engage" and help with other banks. Making them work at a new empty desk out of their routine instead of just having other people do it in the office. But their favorites don't like to do that stuff so they get out of it. The favoritism in this company is asinine and why they have a crazy turn over rate.
The managers gossip, it gets back to the employees. People get fired for theft, sexual harassment, it gets leaked. Nothing is a secret there but they try to make it a secret to stir up rumors so they can gossip about the employees. This all promotes a super hostile work environment.
There is a lot more like training your manager . The team leads doing little to nothing and not helping with calls when the call volume is high. They'll take people off their job but the team leads will be off doing unneeded stuff or the mangers will be in a 3 hour long meeting.