This role sets you up to fail. EST agents have a built-in advantage with a 3-hour head start, while PST agents log in to claims that have already been worked, filled with errors, and left with the hardest tasks. On top of that, you’re expected to complete 130 claims a day while navigating through 10+ different business systems and knowledge hubs for each claim. The metrics they expect you to hit are impossible when you’re constantly cleaning up other people’s work.
Excessive screen monitoring only makes things worse. The constant blackouts and glitches disrupt workflow and add unnecessary stress. It also comes across like management doesn’t trust their employees. If leadership actually connected with their agents, they wouldn’t feel the need to monitor excessively throughout the day unless they’re singling out specific employees for reasons only they know.
Management is virtually nonexistent. Since leadership changes, there are no team meetings, no engagement, and no real connection with supervisors. I’ve spoken to my most recent manager less than six times in a full year, and only over video chat. Otherwise, I log in and never speak to anyone. While that may sound great to some it's not, no connection causes what I stated above with trust, that then equates to the 42, (remember that number, you'll understand as you continue reading) Turnover is extremely high. People either leave for competitors, transfer to other departments, or are suddenly cut. To make it worse, when someone is let go, the company blasts a department-wide email saying, “Effective immediately, [agent] is no longer with the company.” It feels humiliating, like public shaming, when there’s no reason for the entire department to know especially since we don’t work on each other’s assignments.
Numbers are consistently failing, which forces mandatory overtime for at least 2 months at a time. Meanwhile, there’s almost no opportunity to actually help agents meet their goals, leaving everyone in a constant struggle. And when a department fails, it’s not always just the employees. Management plays a role too. But with many of them being personal friends on social media, it feels like they get a pass. The truth is the entire department needs to be evaluated as a whole because if numbers are consistently failing, that signals failure in management as well, not just the employees they continue to write off.
To be exact, 42 employees have been fired since the beginning of this year that’s roughly 4 people a month. Hopefully you’re not included in the lottery for this month or the next.
Bottom line: Unrealistic expectations, impossible workloads, excessive monitoring, and zero support from leadership make this role stressful, unsupported, and unsustainable.
