entry level insurance agent

customer service representative

insurance agent

sales representative

auto appraiser

Direct Auto

I originally started at Direct as a workforce management consultant before ultimately coming on board as a Workforce Planning Manager. 

A typical day consisted of multiple reports (many of which lacked focus) on the previous day's contact center performance as well as trend analysis and recommended courses of action. At least that's what it should have been.

The Direct organization is filled with good people, but there is an exceptional level of micromanaging that has prevented the contact center from taking the next step. Direct is a data-driven organization, but there is a fundamental lack of understanding of the data required to enable meaningful change. Custom reports were created to help further the understanding, but too often leadership spent a considerable amount of effort attempting to find flaws with the reports. A big part of this can be attributed to the lack of knowledge regarding how to run an enterprise contact center. 

It should be stressed that while it is difficult for the workforce team to enact change from a customer experience standpoint, it does not mean that Direct is a bad place to work. Most of the leadership has a background in insurance, so if your background is similar, you will thrive in that environment. The leaders are friendly and they recently brought in an exception customer service operations manager who understands contact center operations. 

Ultimately I have few regrets, but I would stress that if you are someone who wants to improve processes, be prepared for a very long wait. You will have to be extremely patient and be willing to deal with a host of technology issues in order to maintain your sanity. Communication is uneven, which means you will be forced to take the initiative often in order to get the information you need.

I am responsible for a team of FNOL reps controlling the quality of service delivered to our customers and ensuring accurate data capture in regard to accident losses. I supervise a team of individuals, leading by example, motivating and coaching team members. 
I am responsible for training and development.I also carry out weekly meetings, conduct weekly audits and assist with performance reviews.
I provide technical and job related support to team members, ensuring that we achieve quality customer service, high productivity and compliance with Direct General’s policies and guidelines. 





Key Responsibilities:

Identifies and advises management of trends, problems and issues as well as recommended course of action; informs management of new procedures and ideas for continuous process improvement
Manage team of up to 16 direct reports, providing day to day mentoring and coaching of FNOL representatives and directly supervising work product
Compiles, reviews and analyzes phone reports and performs quality reviews/audits to ensure effective call/claim handling
Ensures accurate data capture is obtained on claim requests
Identify, develop and implement tools that will assist with the fluidity of the FNOL Unit
Determine/Assess educational requirements within the FNOL Department
Maintain department equipment and supplies as needed 
Participate in the hiring process by interviewing, selecting and training new employees

Monitor performance and provide feedback via Performance Evaluations and regular coaching sessions

Make recommendations for changes to employee status (promotions, hiring, firing, etc.)

A typical day here can actually be laid back because it's not a busy setting. The day goes by quickly if you don't have to put up with the hassle of getting aggressively talked down to. 
I believed I learned, at the time, that I wanted my insurance license and about how a company doesn't listen to you because of nepotism of the two "jobs" there that has been sitting for many years *hint*. 
One of the "jobs" are really laid back and will help you with whatever you need. The other "job" will talk down to you and harass you while you study for your insurance license. This "job" can take things from the office and take two lunches. This "job" will also clock the other job in for work right in front of you and say "oh, it's something wrong with "job's" computer." 
The culture could be great, but there is no chastisement to allow anyone to work there besides the two "jobs" that's been there. I don't know if it's a tactic to run another agent off or just being aggressive.
The hardest part is staying here and taking the verbal abuse from one of the "jobs". 
The actual position is enjoyable because you have your own desk, get an hour lunch, you meet great people that comes in, and the computer/telephone work isn't hard at all. It's just that you have to have a backbone to stay here and take a lot of aggressive "talking at" you like you're not there in the room.
Management is very cool, but will not listen to you even when things get bad. It's a hostile work environment, but if you like the back and forth, it may be the job for you. I had high hopes at first.
 

Personally when I interviewed here the interview was really short about 20 mins long . I got the job about the same day or two and was really excited to start it . When started, there was already some tension in the work place with one coworker who left . 

Was told the training was super easy but it was truly fast and did not retain anything until I got the floor but still did not know what I was doing . 

Management was the biggest red flag. Did not like when management would call other agents to check up on other agents (it was really sneaky like nature to me) and personally I lost some respect . 

Also please don’t get me started on the computer system issues. There was computer system issues everyday . There are multiple changes this company and it’s truly bad because there is no true leadership . When you have other people doing other people’s jobs it can get truly confusing . No order. 

This  job taught me to sale policies however, this is great for people trying  my to get into the sales agent field , not people that already have some time under their  belt because it is truly one of my worst jobs that has drained me and made me mentally dry. This will be my last call center like job . 

New hires are promised 90  days to pass the state exam and promised to pay you for studying during that 90 days!! However, they expect U to complete 12-15 chapters in less than 30 days. They fail to explain that the AD Banker program requires a score of  80% at end of each chapter or it does not allow you to move on to the next chapter!! Then you must pass a Comprehensive test after completing the 12-15 chapters before taking and passing the State exam!! This is not explained upon hire and/or on your first day of employment!! They advertise 4 weeks of PTO time but that begins in January!! They wait until you break a rule then tell you what the rule  is, while deducting points from you the entire time!! They do not tell you they are deducting points from you but they are accumulating against you!! They do this so they can let you go sooner than the 90 days if you don’t pass the state test the first time!! They count you late if you clock in 1 minute late, even if it is a computer slow down and points to you…When it’s 20 degrees or below they forbid you to turn the thermostat up more than 72 degrees after the heat in the building is turn off the night before or off during the weekend.!!They lied from the first day of employment!!! It was a nightmare!! I would not recommend working for this company unless you do have a license and very disparate!!!

I thought this company was going to be professional, It was everything BUT! My DSM was fired once I got hired and it went down hill from there!

The person (RVP)  that fired the DSM have no clue about insurance, in fact she is NOTeven licensed!! We had to go to business (The same businesses) and market the brand over and over again... how Embarrassing was that! 

We also had to come in before our shift on Mondays and Tuesday for a conference call that we weren't even allowed to clock in for because we could not get over time!! I am sure that was a labor board issue. The RVP would embarrass and curse people out on the conference calls ...this actually caused an agent to quick via EMAIL which she copied EVERYONE on.

They do things that is clearly AGAINST the Arkansas Dept of Insurance guidelines!!! They have employees quoting insurance who didn't hold a licence. That is a huge NO NO! 

The agents got minimal or NO Training prior to starting this includes myself...No wonder everyone would have tons and tons of agent errors! This is no place to work!! There is much more however, I just cant stand writing about them any more! I will say this.... If you value your Producer Licence.... Run far far away from this place!

If your friends with the "popular" kids (i.e. the management) and go out on weekends with them and make your life all about them then you will thrive here. However, if you have children and/or a life of your own outside of Direct auto then you probably won't be seen as a "great employee" no matter if you made a failing store go to a half a million dollar store. The PTO isn't the best but this is a good place to get your foot in the door for corporate careers and/or to progress further to become a insurance agent. The customers for the most part are nice but you will have a few that are more then irritated and like to use colorful words. I loved my office because it felt like a little family but the main downside is that management is like a bunch of teenage girls and they do like to talk about other employees behind their backs but be nice to their face and act like there are no issues instead of addressing them head on with you. The pay isn't that great but the commission helps boost that and it's easy bc someone always needs insurance. You do have to make phone calls but it's like 25 a day and you really only need one sell a day which like I said they usually call you. 

It's a nice place to work but it's not a place that you can stay if you're on the sales side. A lot of changes have been made recently that make you fear for your job daily. Micro management is crazy. Calls are constantly being listened to, which isn't bad but the goals are unrealistic considering Direct doesn't do very many states. They want you to work through lunches and do overtime during season with the promise of lunch which is usually pizza. The management is childish and has no problem indulging in their employee's drama. The sick/PTO/Occurrence policy also needs work. If you're not someone good with time management and you know you get sick frequently throughout the year, this is not the place for you. Occurrences build quickly and do not get waved if the sickness is met with a doctors note.The best thing is the company pay's for all licenses that you have to have to work their with no contract.

WORST work experience possible.  Training was a joke.  The company is more concerned with selling life insurance, road assistance and other ancillary products then they are about selling insurance.  

Local management is a joke, never speaks to you.  Calls the office and doesn't speak to check up on who is there.  When they do call office never identify themselve before they begin to speak.

Huge turnover.  Managers get giddy when they have to fire someone, it truly is a revolving door.

The busy work is incredible.  They send you out marketing, you use your car, your gas.  If you are in an accident it becomes a workmans comp case, but don't tell anyone that you are out using your car for business, it may throw you into another insurance category.

If they like you, you are cool.  I personally know of a case where an agent broke a major instant firing rule and was not fired.  

There is no such thing as a break!  My free lunch offer was from Taco Bell.  

GO ELSEWHERE

Been with this company for several years and I am finding it harder and harder to want to be there. They have completely sucked the life and joy out of me loving my job! The demand and expectation for sales agents to market is completely unrealistic . There is no opportunity for advancement or growth within the company. They will only hire upper management from outside the company. They constantly find ways to demote you whether by changing your title or position, by decreasing pay, or by breaking you down mentally. Our pay structure has changed several times not to our advantage of course. They micro manage and set their employees up for absolute failure. They have gotten rid of several qualified loyal agents for bogust reasons only to hire unqualified replacements. And they ask for too much paperwork on a daily basis.

Top Job Titles	Average Salary
Entry level insurance agent 71 salaries reported	$17.00 per hour
Customer service representative 1 salary reported	$32.00 per hour
Insurance agent 1 salary reported	$20.00 per hour
Sales representative 1 salary reported	$12.50 per hour
Auto appraiser 2 salaries reported	$67,760 per year

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