The interview process felt disorganized. There were delays and communication that came across as dismissive. At times, it felt like professionalism during the recruiting process was lacking, especially around salary discussions.
Company culture is toxic. Micro management overload. Severe lack of structure and clarity in the LDP program. And when you ask questions, leadership will tell you misinformation with confidence even when they have no idea. There is no source of truth, there is no point person to direct your questions to that has even 50% of the answers you're looking for. The goal post for metrics and expectations that they use to evaluate your performance shifts week by week and sometimes even by the day and you are just told to be adaptable. They took away the "privilege" to work from home on Fridays and made it solely metric based so now you have to "earn" it even though it's promised after training to have Fridays WFH in the job description (and even the metrics that they use to determine WFH change each week too)
The program structure simply does not match what was advertised. The expectations were set as 4-6 months of claims training on the phone as a claims specialist, then a coaching rotation that lasts another 6+ months, then to become a floor supervisor. I have been working here for 8+ months as a claims specialist (call center work) and have yet to be told what next steps are. Leadership has indicated that the metrics needed to determine eligibility are still pending calculation, but truly, there is no end in sight and leadership has indicated to us that there is no established path forward yet, which creates a lot of uncertainty and distrust.
There are multiple people that quit before even hitting month 5 because of the quantity over quality culture. Leadership will say that customer service is the highest priority, but you are evaluated on a point system based on the speed of your productivity. From what I directly observed, employees can be penalized or even let go for narrowly missing training benchmarks, reinforcing a culture that prioritizes strict metrics over individual circumstances. Turnover rates are high.
On a smaller but still frustrating note, basic workplace amenities are unreliable. The ice/water/coffee machines always broken and you have to take a lap around half the building just to find a working one (say goodbye to your break time). and please know you even have to use your allotted break time JUST TO GO TO THE BATHROOM.
