manager

customer support representative

underwriter

director

claims adjuster

Citizens Property Insurance

Work-life balance
Their idea of a flexible Schedule is offering two shifts only

Pay & benefits
Sick time and pto are in seperate buckets. Great time off package

Job security and advancement
There are people that have literally been tied to a phone for years and years

Management
So many unnecessary meetings. I have no idea what the management actually does because they dont answer questions and are hardly ever available.

Culture
Definitely have to be among the favorites if you're going anywhere.

Overall
If you want to loose your self dignity then join the team. Be prepared to do work their lazy agents are supposed to do on top of your job. Be prepared to have their agents talk to you like you are beneath them and for management to justify the utmost disrespect! As well as having to get yelled at and cussed out by their customers because of their unknowledgable agents making mistake after mistake on people's insurance policies! This company wants you to do your job and their agents jobs and take verbal abuse from their untrained agents. The job is so intense and stressful. Their requirements far exceed other call center's and is very unrealistic! I often dread coming to this place. So many complaints behind the scenes but people don't like to speak up because they don't care you're just a number and nothing is ever done. The job description was not transparent AND THE ROLE WAS EXTREMELY DOWNPLAYED in the interview. I dont think the leadership has a clue how work related stress is at a all time high in this establishment. Ive never felt so unappreciated and MENTALLY worn out until I worked here. They will pack on and pack on work and you are expected to exceed scores of 95 across the board. They want you to use the restroom according to when they say you can break, so you have to hope your organs can operate on the break schedule. Have a problem? Be prepared for your manager to give you a scripted response IF you get a response, and for management to have pointless meetings over and over. I was previously told about this company and the ridiculous standards and despite my better judgement decided to go for it. If you want a promotion be sure to be a brown noser! There are people that have been on the phone 9 years and counting!!! I can go on and on! Just dont!

I am a current employee working in the Tampa office and my recommendation is that UNLESS YOU ARE DESPERATE FOR A JOB DON'T APPLY FOR THIS OR ANY OTHER POSITION AT CPIC.  

Since this is a quasi government each time there is a change in political figures and board of directors CPIC is forced to change directions in its approach in doing business causing much uncertainty and stress for the employees.  

There is a serious disconnect between the staff and upper management.  Some examples of the disconnect- 
*lack of communication ( employees often find out about important business decisions through media outlets). 
*Upper management rule with an iron fist inflicting fear in employees for calling in sick.  (employees have actually had heart attacks and come into to work so they would not be charged with an "incident" which effects performance reviews.  
*Unrealistic case loads for employees, causing multiple employees to have stress related sicknesses.  
*Poor pay, recently employees were given up to a 3% raise, which oh by the way was the first in four years.  When you compare the 3% raise to the 21% raise for the executives, the 3% is a slap in the face to employees.  
*Field adjusters are expected to use personal vehicles for house inspections & are reimbursed  .10 less than the IRS allows for mileage.  Employees are provided with inferior tools to properly perform job duties.
*computer systems are out dated and often do not work properly. 
*Regarding this specific position, high turnover.  This is the 3rd posting for this position within the past 2 years.  (Combined, the last two managers lasted less than one year in the position before leaving CPIC).  
*This is what I would consider a hostile workplace and not isolated to just one department.  Employees physically threaten supervisors, supervisors openly yell at employees, employees threaten employees.  
*This is such a bad place to work that several employees did not make it through training, many took there first morning break and did not return and others did not return for day two.

You may be asking why am I still there if things are so bad;  I am waiting to be vested then I am out of there! 

Being a coordinator, I switch hats often...I don't have a typical day. I have to monitor staff to assure they are servicing the customers during their schedule times, I conduction one on one's when need to assist the teams supervisors with their workload. I also serve as a SME subject matter expert which includes manning our Help Desk mailbox where we receive inquires, request for escalation callback to resolve issues. My role also includes technical support including reporting issues that we are unable to unable to resolve to our business analyst, walking customer troubleshooting steps, testing the system for possible workarounds. Preparing team meeting agendas, soliciting staff for topics, researching to assure we are able to provide answers during the team meetings, Acting as a liaison between our other business partners, including work groups, pilot teams testing system enhancements or submitting Service Desk ticket to report defects including how the issues are impacting the customer's experience, or  possibly cause compliance issues and how it impacts the staff's ability to provide the best customer experience. 
Management - has pushed me to horn in on my skills to get out there more and to work on my personal development.
The most enjoyable part of my job is working with and developing the staff giving back to them what has been given to me.
The hardest part of my job is knowing that it will be ending soon.

Pros: The benefits are great. Many people have worked here since the beginning. If you were to walk the halls, you could tell that most employees deeply care about their job and the citizens of Florida. The work environment was great until it became all about politics with the new CEO.

Cons: The company's culture and morale took a major hit last year when the new CEO took over. The departure of many top executives should have been a warning. With the insurance crisis in Florida, the number of Citizens' policies has tripled. To keep up with the demand, many staff members have had to work around the clock. It has been proven that we work harder and produce better at home. We are being rewarded with return to office 5 days a week. When asked, the only reason given is political and then some fluff about how it will help Florida's insurance crisis. We are 'State' employees, yet we do not receive any state benefits, and we certainly do not receive the salary (or bonus) of the private market. Especially since many of us have been here for so long and started at an even lower salary. Working from home is one of the primary reasons why people stay at Citizens due to the lack of pay and the fact that they are overworked due to ridiculous time lines. Many people jump from ship every day.
Management advice 
Everything does need to be political. Save taxpayers' dollars on the two new buildings that you are trying to acquire and maintain the work from home model. Take care of your top-notch employees to prevent them from leaving. We will be taking a pay cut to return to the office. Most other companies are able to provide many more benefits, higher salaries, and bonuses. Promote from within.


A typical work day would require me to "change hats" frequently.  I was crossed trained in several different areas within the department.  This would ensure coverage of duties if someone was out or needed assistance.  I was responsible for dispatching appraisal claims to 3rd party vendors.  This entailed keeping a live track of all claims assigned using an excel spreadsheet.  This would allow me to ensure that the vendors were responding and closing their claims within a timely manner.  It also contained invoicing information as well.

Another task I was asked to input customer surveys when received and also compile the monthly customer survey report. 

I assisted with logging in any checks that would come into the check processing department either direct or via returned mail.  Any checks that required voiding were logged and sent to the accounting department.  Also, these items were notated in the claim file to notify the adjuster handling the claim.  Any checks that were intended for recovery purposes were logged separately, a notification was sent to the adjuster to determine how the check should be applied to the claim, and then sent on to the accounting department for processing.

I was tasked to watch a queue that was designated to adjusters that were requesting for letters and other documents to be mailed out either via regular mail or overnight.

I worked in the IT dept so my day starts at 7am and ends at 4pm.  I wear multiple hats from desktop/phone support to remote support & Cat support (I.E. Hurricane impact on the state of Florida and my role to aid Claims & other adjusters in the field.

Citizens has their own training material you can access along with LinkedIn Learn & other web based sites.  Management, on advance, leave you to do your work, however, there are some managers and supervisors who do like to micromanage their team(s).

The work culture can be fun when the company host company events a few times during the year from a townhall meetings to outdoor company functions.

Some days, like everywhere else, there will be challenges that will have a negative import on your job that day, such as a network based application failure or someone's laptop suffers a failure.

If you happen to find yourself on a good rounded team where people are personable, good sense of humor and knowledgeable, count your blessing as you will find your job for filling and your work not to be HARD work, just the right balance.  

It was a great company to work for until new leadership came in. The new return to office mandate is ridiculous and no one wanted this. You people in C Suite have no idea how awful a 1 hour commute back and forth is. Through rush hour traffic. Completely ruining our work life balance. I hope you guys feel better about yourselves. This accompanied with terrible pay. And you guys will say you look at the market and pay us accordingly. What a joke. We do not get paid enough in this economy. It is so hard to survive with this pay. And now making us commute is making it even worse. The wear and tear on our cars.  All to do the same work we do at home but now instead in a cubicle. How fun. This is not going to be enjoyable whatsoever. And you guys know how miserable it will be. 100 mile roundtrip commute. Can’t wait to sit in my car in traffic!! Absolutely ridiculous company and leadership. Was a great company before but not anymore. And the funny part is that they want to move from the dtown Jax office next year. SO WHY MAKE US RETURN NOW? Poor leadership in every way. I do like my coworkers (awesome people) and I feel sorry for them. Because no one is excited for this change. 

The company has declined since losing the CEO, and they have been losing and disenfranchising otherwise good employees. The new CEO and board have implemented a stringent return-to-work mandate, and these measures are being exploited to purposely encourage attrition. In almost all circumstances, management prefers attrition over layoffs since it is "blameless" and, frankly, makes life much easier for those who would otherwise have to actively decide who to fire. As a result, citizens are demanding a return to the office while outsourcing services such as IT assistance to contract workers. The C-Suite's role is to "inspire," and they don't experience a sense of purpose until you, the worker bee, are present to observe. They want you to build their pyramid for them, even if it can be done remotely and more efficiently. It is a psychological need that sociopaths in the C-Suite have. They are losing control and want to regain it in order to be more valuable, as their perceived value is based on guiding the ship rather than producing anything meaningful. Do not bother with Citizens. 

Well for being the largest carrier in Florida, they are still a quasi-government corporatioin. The employees have had no raises for over 3 years including no cost of living raises and no additional vacation time to make up for it. So basically employees are making less money than 3 years ago. And if you are applying for a job, make sure you have one right now because it takes 2 to 3 months for a decision to be made on who may be offered a position. Keep in mind when the board of governors change a whole new agenda comes in. The health benefits are great but the employees were told that was next to be reviewed so they won't be surprised if they are paying more by the end of the year. And if you read the press, they are outsourcing more. Upper management does not communicate anything to employees, so expect to be kept in the dark on what is next while changes are being made. Also, as government employee you cannot go to functions with other external businesses and accept anythng period, not even a bottled water.

Citizens is a great place to work if you don't want to advance in your career. Unless, you know somebody you don't move up in this company especially if you are someone in the Customer Care Center, Mail Center or Facilities. It seems they use the people in these departments as fillers during the interview process just to ensure their friends and/or family gets picked because they feel the people in these departments lack knowledge and education. Even when you are a dedicated and loyal worker who bust your behind everyday taking on responsibilities that have absolutely nothing to do with your current job, you still get overlooked. At this company it doesn't matter what you know, it matters who you know. If you don't know anybody don't bother because it's a waste of your time and efforts no matter how loyal and dedicated you are.

If you want to advance in your career stay away from Citizens or start kissing some major tail. But, just think if going over and beyond gets you no where, neither will kissing tail!

Top Job Titles	Average Salary
Manager 3 salaries reported	$116,333 per year
Customer support representative 1 salary reported	$19.00 per hour
Underwriter 4 salaries reported	$62,250 per year
Director 4 salaries reported	$170,250 per year
Claims adjuster 3 salaries reported	$77,000 per year

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