Pros
The pay was at least normal. Should be higher , but at least more than 15.00 hr.
Cons
Where to start. They reward bad behavior. They want to to hurry and get people off of the phone and not spend time with the customer. I saw many agents who could have cared less about the customer and would enroll everyone into the same plan. Some agents wouldn't take the time to do drug plans for the customer but yet those agents were making the most money. So the agents who treated the customer the worst got the Team Lead positions, won awards, etc... I spoke with many customers who would call back in due to the first agent not taking the time with them and rushing them. When they called back (and Extend couldn't figure out why the call volume was high) then I would take my time to make sure they felt like they had enrolled into the correct plan. The first year I was with Extend they told us to enroll every one into a Medigap F plan. Extend would get higher commission. Then the next year they told us to put people into a plan that fit their needs, but to do a drug plan took a long time and some agents wouldn't do them. This made the customer have to call back in and then the agents that did take their time with the customer got docked for long phone time. The first year we made a base pay plus some commission. The 2nd year we were told it was against the law to pay us commission. Really? Since when is it against the law to pay insurance agents a commission? They make millions during the AEP and then they lay off the agents. The disgusting part of their process is they make the seasonal agent sign a non-compete agreement which says they can't sell health insurance anywhere else. Is this fair? They use the employee, toss them out and then don't let them work anywhere else as a health agent. Talk about one sided. Employment at it's worst. They are smiling all the way to the bank while the employees get used and abused. They don't know what it is to take care of customers or employees.
