GEICO reviews

*****Disorganized from DAY 1***** I was already licensed and they didn't know what to do with me. I was forced to be in office and shadow a team that took NO CALLS. The training queue had NO CALLS. Some people got ONE CALL a day. It just never got better. Once licensing was done and we were merged back with the team everyone hired on was completely unprofessional. Most of the time was spent lecturing coworkers on how to be mature adults instead of learning how to take the calls. They trained us on an OLD OUTDATED SYSTEM THAT WAS BEING PHASED OUT ON THE FLOOR. My first calls were on a system completely different than the one we practiced on unnecessarily slowing me down while I relearned everything I spent a month memorizing for nothing. One of the Orientation (nesting as some call it) metrics is compliance. Your calls are graded on accuracy. I was being marked off for things I was never told and wording and phrases that were not present on the screen. Most of it involves not skipping questions but you can read everything word for word and get marked off for not saying something no one told you to say. They claim it's "in Knowledge Base" and the whole team proved multiple times THEY WERE NOT THERE. We ended up stuck in Orientation without a team and without a supervisor or any trainers for a whole month because there were no supervisors available to take on additional team members for a shift bid. So I had a whole month of no guidance on if I was taking calls correctly before being thrown onto a team on a random day. I had no time to look at the schedules they forced us to pick a team in 5 minutes. They say it's based on metrics but people with poor metrics ended up with the best schedules due to favoritism amongst supervisors. We all got a email of who our supervisors would be within 30 minutes of submitting our selections... definitely not enough time to pick go through 20+ agents metrics and compare them to their choices. I was thrown onto a team with a supervisor who wasn't even out of training. Supervisors who have not completed training cannot do overrides and cause you to be stuck on calls for extended periods of time ruining Productivity. Another metric on the floor. I was told time and time again this was the most important metric and worked so hard to overcome obstacles outside of my control such as waiting on overrides and system issues. Their new system has more bugs and errors than any system I have ever had to work with. It will erase everything you've done or everything the customer did forcing you to start over wasting so much time. The metrics are NEVER updated so you never know in a timely manner where you stand week to week. Some months you don't get to see the updated metrics at all so you're forced to attempt to calculate them on your own and keep track of everything yourself. I had to painstakingly watch all of my trainers get fired or demoted to other departments one by one. Which was another red flag. And then watch several agents on my team with amazing sales also get cut. Every 6 months they are supposed to evaluate agents on the floor and let go of poor performers. I kept an eye on where I stood each month against the other agents. When I was let go SEVERAL of my teammates who's scores were so much worse than mine got to stay... I was never put on any evaluation or warning. I was never written up and I was told multiple times by my supervisor in training that I was on track to be promoted. ***PAY IS MUCH LOWER THAN THE COMPETETORS AND THE BONUSES ARE MUCH LESS*** OTHER COMPANIES ARE PAYING MUCH MORE AND ARE FULLY REMOTE?! And for some reason if you get hired in Tampa instead of Lakeland you get paid a little more. SO if you absolutely have no choice try and go for the Tampa office instead.

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.