claims adjuster

software engineer

customer service representative

data entry clerk

underwriter

Liberty Mutual Insurance

Interview: The process includes a phone interview and an in person double-teamed interview, both loaded with “name an example of a time…” meandering questions. If they like you, they'll have you job-shadow someone after the interview. 

Salary: The range is between $39K and $48K. Of course, they will try to offer you $39K. No one should do this job for less than $50K. Actually, no one should do this job, period. Well, maybe an evil robot. This is an hourly position, however with authorized and unauthorized overtime it will feel like a salaried position.

Training: This is a honeymoon period in which you would have to travel (most likely to Boston) for 2 weeks of training. Then you will enjoy a slow-paced job-shadowing and administrative tasks easy-peasy weeks before the job becomes a brain-eating amoeba.  

The Job: Involves attending useless meetings, getting 10-15 new commercial auto claims daily, calling all parties and sifting through their lies, because an accident is never anyone’s fault. 
Claim 1: “The Earth spun too fast that day and I lost control of the vehicle." 
Claim 2: “When I saw my parked, unoccupied car get hit I got a hernia. I want a million dollars.” 
Claim 3: “My hamster, Pepe, was in the car and he was injured too.” 

Every other claim can be featured on an episode of CNBC’s American Greed. You deny a word vs word claim per the company's guidelines, but if a claimant barks loud enough, or has some power, management or the insured cave in and accept liability, making you look like an idiot. You could have saved weeks of insults and aggravation by simply accepting liability right away. Threats of bodily harm by claimants are not uncommon. Insureds act as if they own you. You are a secretary, personal doormat, complaint department operator and sometimes a claims adjuster. While some of these things are common in most insurance companies, Liberty does it worse.  

The job is extremely stressful. It is impossible to complete all tasks during the shift, but getting overtime is like pulling teeth on a demented shark. Some employees choose to work OT unpaid (which is illegal) and management looks the other way. Business plans, priorities, lower and upper management change drastically every 6 to 8 months in some sort of corporate three-legged musical chairs that leaves everyone disoriented and unstable. Guidelines are as unclear as Chicago parking signs, and are overruled the second the right dog barks too loud. Sales and underwriting live in Jupiter while here on Earth adjusters need to battle through coverage wars with insureds who always believe they purchased coverage for the Sears Tower even though they are paying premium to cover a bus stop. 

An accurate job description should be: "Looking for argumentative person to battle gladiator style with customers". In order to be successful you have to, not just be comfortable with conflict, you have to enjoy it. You have to get satisfaction out of being combative and argumentative like some prosecutors. Even if you enjoy conflict, without support from management this task is like showing up to a world war with a plastic fork. Pointless!

Communications: You are expected to answer phone calls, mail, emails, and texts from customers, vendors, claimants, brokers and other carriers for your claims and other people’s claims. This sounds reasonable, except for the fact that Liberty is chronically understaffed constantly so the calls, emails, and texts flow like the freezing water that sunk the Titanic. It’s simply overwhelming to try to answer a hundred emails in 4 hours on top of working the 10-15 new claims you’ll get a day, plus calls and meaningless huddles. 

Management Support: Standing dominoes on a Bosu ball during an earthquake are more stable than some managers. There’s a manager in particular who likes to call you into his office to see how much yelling your eardrums can take. A death metal band plays at a lower volume than his screams. Half of the office can hear him badgering employees.

Health: Several people have dealt with work-related health issues throughout the years. Empty bottles of alcohol have been found in the bathroom from time to time. Panic attacks and anxiety are contagious like the common cold. Work-Life balance? Ha! There's a generous PTO bank. However, you'll spend your vacation panicking about what awaits when you return. 

FAQ:

“Why didn’t you leave earlier?” Others and I kept waiting for it to get better but that is like being married to the bear in The Revenant and expecting the bear not to attack you. At times it did get better with a few managers but these improvements are always short-lived and followed by infernal chaos. 

“It can’t be that bad! Are you exaggerating?” We are not. Ask about the turnover rate for this particular department. Ask the person you job-shadow how many panic attacks they’ve had in the last six months. Ask them when was the last time they had a full night sleep…sober! Ask who’s not on a mental health medication due to the job. Ask the few lifers left, who have been there since the Y2K, how many managers they’ve had. It's more than the coaches the Chicago Bears have had. 

To add insult to life-threatening injury, with the right creamer, sewage water from Flint, MI tastes better than their free coffee.   

**
Honestly, I would only recommend this job to a committed middle manager who is willing to accept the challenge of changing once and for all the toxic culture of the commercial insurance auto claims department; Someone who is willing to embrace employees’ concerns in order to implement unwavering and clear guidelines that apply to every claimant, customer, vendor and employee; Someone who prides themselves on stellar communication skills. 

Good Luck Everyone!

I've spent nearly four years with the company so far. It was my first "real job" I guess. Things were promising, and there definitely is room to grow. It's not difficult to get additional education (whether it be tuition assistance or career credentialing and training), and if you put in the effort, it's not hard to get promoted, either. The customer is the main focus point, and it really shows in our training (not in a negative way). The job itself is stressful for a multitude of reasons, the most obvious being that it's a call center job. But, it's not bad for the pay and the fact you can (usually) work remote. 

Over these last few years, things on the service center side seem to have really gone downhill. They're cutting corners and outsourcing to vendors who do less-than-good work, when we're expected ourselves to be outstanding. They overload employees with work. You used to be able to take a breather for at least a few seconds between calls, but ever since they decided to "focus on expenditures" in the form of massive firing/layoff sprees, the call volume has been insane. We used to have 20 minute team meetings 3x per week. You're lucky to get 1 meeting every two weeks now because it's so busy. They forced literally everyone to change shifts to try and fix this, but it somehow only made it worse. To make matters worse, they keep cutting metric expectations shorter and shorter, to the point they're practically unrealistic to meet. 

On a more personal and subjective note: The company touts all over the place about how they care about their employees, and how they offer work-life balance, especially in those hiring ads all over the web. I've come to learn the hard way that it's all false. 

First: As I mentioned, I've been with the company for nearly four years. I have quite a bit of experience, as well as two major industry designations (as well as an adjuster's license) and a construction certificate under my belt, not to mention a Bachelor's. I have more credentials than even some of the supervisors, let alone most of my peers. Most of the time, my metrics ranged from above average to great. However, I do have a documented disability that they're aware of and have to accommodate. On more than one occasion now, they've "lost" my metrics in a system switch, or passed me off to a new supervisor at an inopportune time that caused me to miss out on a promotion. I've never been able to even land an interview for an adjuster's position. One supervisor even blatantly doubted my condition and need for an accommodation to my face, and threatened they'd have to "do something about it." In four years, I have not been promoted a single time. Mind you, you're pretty much automatically promoted after 1 year, and "senior" claims reps have anywhere from 3 to 5 years under their belts.

Second: Every year we're allowed to take 1 month of unpaid time off, preferably with advanced notice (it's a process to request, and most aren't even aware you can do this). My mother discovered that she had cancer, was terrified, sick, and desperately needed help. I requested this time off to help care for her. In a meeting with my supervisor and their supervisor, I was told that I could not take the time off as the call volume was simply too great. In fact, they could not make any time off arrangements at all, not even for a single week. The fact that they could tell me that I'd have to let my mother suffer alone was absolutely the last straw. 

So, with that said, working as a customer care rep for Liberty Mutual has it's benefits. However, don't ever get too comfortable, and don't for a second think that they have you in their best interest, no matter how good of an employee you are. Do the job, make your money, and don't overextend yourself. And if you have a disability, good luck, because dealing with HR is a nightmare. The constant medical paperwork every 4-6 months is exhausting. In order to make sure you get the exact accommodation you need, you're best off filling the paperwork out yourself and having your doctor sign it, that's how particular they are. Plus they take forever. I once requested an accommodation in October and didn't receive approval until January. 

Good riddance.

You get drawn in by the promise of good pay, remote work, and good work-life balance…But this is all so that the job looks good on paper. The actuality of your day to day experience does not in any way match the picture they paint for you. 
I left the vet med field after many years looking for an easy, work from home position, with a company that boasted lots of opportunity for advancement. It was the biggest mistake I’ve made career wise. I’m now more stressed, more overwhelmed, and have been promoted to higher job duties without the accompanying raise. 
The training in NO WAY prepares you for the actual job, and then you are sent out to “continue learning on the job” because it comes with experience. Then, once you are thrown out there, after awhile, you start to realize each manager has a different way they want you to handle claims. Each manager has teams of approx 6-8 adjusters and they have their own way of doing things. Nothing is consistent across the board. 
The adjuster is the catch all position. The customer service reps that take new claim calls will assign the claim then set it up incorrectly in all manner of ways. The adjuster then has the duty of fixing the reps mistakes, investigating the claim, handling customer questions and complaints (CSR’s refuse to answer the simplest questions when they take a call and will send adjusters multiple messages telling you it’s urgent that you speak to them and it’ll be something so simple), and communicating with all parties involved as well as the repair shops. Adjusters are the hub of each claim and catch all the fire if any part goes wrong. 
And the average claim volume per adjuster is astronomical. 60-80 is considered “healthy inventory”. There is no logical way to responsibly handle each claim when juggling this many at a time, so MANY corners get cut. The job ultimately boils down to how to efficiently do the bare minimum, if that, and still meet your metrics.
Ohhhh the metrics!!! They want you to meet marks on calls answered live, enrolled in text, how often you use texting, how often you issue payment online vs paper checks, how quickly you get to each new claim, how long it takes you on average to close a claim, and how often you refer claims to the fraud investigation unit and the subrogstion department for recovery of $$. Not ONE of the metrics has anything to do with customer service and their experience.
And there’s absolutely no support of you have questions. You’re directed to either your teammates or a Knowledge center site to look things up yourself. Which I am usually ALL FOR as someone that doesn’t like to ask for help. But when you’re being bombarded with calls, trying to hit metrics, are being summoned to Microsoft team meetings, and generally feeling like you’re drowning; being directed to utilize the KCC guides for a question your manager or a specialist could easily answer just adds insult to injury.
Oh, and, claims don’t stop coming to you after hours or on holidays or weekends. So you technically don’t really have those days off. You’re still walking back in the next day to the same workload/amount of claims as if you had worked ‘round the clock and the weekend/holiday. So as far as workload goes, you’re never actually “off”. Claims just keep coming. And management’s response to all of us has been “Well taking claims is our job so that’s what we’ll continue to do. Claims don’t stop.”
I could go on and on, but I’m returning to vet med, where it’s actually LESS stressful. Lesson learned. 

Typical Day: 
1) Go to work and sit down at your cubicle. Open email and claims system. See the claims that have trickled into your inbox since you left yesterday. 
2) Call people. Explain insurance. Get estimates. Send checks. Write detailed description of everything you did to process that claim. Close claim.
3) Repeat every day for as long as you work there, until you can't take it anymore. 

If you are the kind of person that can leave your soul at the door, go in and work your 8 hours, then check out, then you could possibly be successful at this job. It's incredibly dry and unfulfilling. I went in thinking that you would have some sort of relationship with your customers as you process their claims, but you don't. You might talk to someone 3 times on the phone, but now maybe just once since the company is pushing texting very hard. Anyway, you won't get to know any of your customers, and you'll get anywhere from 4-9 new claims per day, maybe an average of 7. It's a thankless job. Some customers will yell at you, but it's not really a big deal, you should at least know to expect that much.

You'll have "huddles" with your team manager and team three times a week. You'll have team lunches about once a month. Some days you'll go into work and people will just be gone, and you'll get an email from a manager informing you that [name] is no longer with the company. 

Honestly, everyone is "nice". The team managers act very welcoming and friendly; I can't fault them there. It's just a rough job. You'll have about 8-9 people on your team, working in cubicles around you.

There are a few people there that are very nice and helpful, but they are seemingly so happy to be working claims, I can't relate at all. If you are one of those people, awesome. The majority are not. The majority are zombies. 

Training was terrible. I don't want to be mean, but you expect a company like this to have a streamlined process and it was just all over the place. You won't feel like you know what you're doing after training, and you'll be told that's normal. You won't know how or where to get your fingerprints done. You won't know what exactly the rules are for the licensing exam. The TMs seem to expect you to figure this out online some how. You won't be taught how to set up your benefits information, tax withholding, etc. The training is all very underwhelming. You basically have to rely on asking your coworkers for help all the time, which starts to make you feel like an inconvenience. 

But yeah, once you get in the groove, after about 4-5 months, you realize nothing is going to change really.

The Kool Aid is very strong with this company, which was a turn off for me. You're constantly being told about how great the company is and how special you are and how important your work is, but at the end of the day, I didn't really believe any of it. 

For what is ultimately expected of you, I didn't find the compensation to be in line, but others may. I had to leave because the job was simply not worth what they wanted to pay. 

I will say this company does excel at inclusivity. Many employees are LGBTQ and it just feels like nobody cares if you're secretly a glittery, unicorn. So that is nice. 

I don't mean to harp so harshly. There are some dear, sweet individuals that work here and it's good to see their happy faces a few days a week. Props to them for making it work.

Oh, and you do get the option of working from home two days a week, after 6-12 months of working, if you last that long.

This used to be a good job. Within the last few years, higher level management has changed hands. The new management has taken a position that was once a very good job and turned it into a garbage fire of unrealistic expectations, stressful workload requirements, and poor mid level management. 

I struggle to put into words the frustration with the daily workload requirements at this company. Literally every single second from the time you come in, until the time you leave needs to be productive or you will find yourself buried in work that will continue to pile up until it is no longer possible to complete on your own. You will most likely not finish your work for the day, every day. This will pile up from one day to the next. This job requires extreme multitasking capability. You will be expected to handle your inbox of activities for the day, answer inbound phone calls, follow up with out bound phone calls, respond to emails, send and receive text messages, and respond to instant messages simultaneously. You must do all of this while maintaining a first contact metric of 1 business day for any inbound correspondence received. Also keep in mind that you are not allowed to go into an away status to notate your files, which means that you may be actively working on 4-5 claims at a time while continuing to answer phone calls. By the way, if you miss more than 1-2 calls per week from an available status, you will receive a talking to. Also while doing all of this, at any time, the call center reps will IM you constantly asking you to drop whatever you are doing and allow them transfer their call to you. You will most likely run out of allowable overtime for the month in about 2 weeks or less. You will find yourself working through your breaks while logged out of your phone, just so you can finish your notes without being bothered. You may find yourself working off the clock on a Saturday (not allowed, but it happens) from home in attempt to play catch up from the week before, while trying to avoid the impending doom you will feel from your boss for having "too many activities" for the next week. 

You will most likely find yourself if a situation where your manager gives you a bunch of "opportunities" you need to improve on. This is a nice way of them saying you suck. If your spirit has not been completely crushed by this point, you will  try your hardest to improve. It will not matter. Your next meeting will address the new reasons why you suck instead of focusing on the effort your put in to improve.

Another super morale blow comes when you find out that new hires start making more money than you. Let's say you were hired 4 years ago. This year the company has increased the starting pay rate for new employees. Even with your raises for the past 4 years, after all of the stress you've been through, and the hard work you have done, the brand new employee walking though the door on their first day today makes either just as much as you, or more than you. This leaves you feeling even more utterly defeated.

In summary, this is a very stressful job with unrealistic exceptions, and horrible work life balance. Even though you don't usually work weekends, you will have dreams about work, you will worry about work, you will fight with your significant other because work has made you so miserable. I'd keep looking if i were you.

When I started working at Liberty Mutual I was very excited about the opportunity to represent and work for a very well known organization. It did not take much time to realize and experience the excitement I once had turn into frustration and regret. The initial.onboarding process was great. The trainer was very knowledgeable and welcoming so that part of my experience was a positive. Once I reported to a "supervisor" is when the nightmare started. I reported to leaders who were clueless on basic questions that any employee who has been there for a while should be able to answer, i.e. the pay schedule, attendance procedures, performance related questions. On numerous instances my "supervisor" had me call HR to get the information I needed, but then report back to them so they can learn themselves. With other organizations I have worked for, the leader contacts HR and they follow up with the information. 

In addition to being an inadequate resource for employee related questions I then had to deal with lingering I.T. related issues on a daily basis. As an insurance sales representative this posed two issues: 1. Unable to do my job, which was take calls and sell and 2. In addition to my hourly wage, I had the opportunity to earn a monthly bonus based on my performance. If I was unable to take calls, or had calls drop continuously, I was unable to make sales and possibly make additional bonus pay.

Also, the constant micro-management. I never had a job where my quick bathroom breaks were tied to my two 15 minute breaks. Additionally, as mentioned before, we the constant technical issues I had to deal with, I was constantly being told about my performance situation which they always glanced past my IT issues and wanted to have a different narrative as to why my performance level was where it was. I received various thumbs up on calls they could observe and was told I knew how to do the job, but would quickly turn around and talk to me like I had no idea what I was doing based on my metrics.

Finally, initially in onboarding and training they preach about selling to value. However, you soon realize their version of value is subliminal to low price. You are told to offer the lowest priced policy, even if it means offering state minimums. Last I checked value selling was based on understanding the personal needs and situation and being able to tailor solutions accordingly, but here price is the main concern. Also, they have an average handle time.of 10 - 12 minutes per call. Realistically speaking, if you are doing a call within that timeframe all you are speaking to is price and mainly becoming an order taker. That's another place their micro-management came into the conversation at times. I would be told I needed to bring my AHT down to their expectations and avoid presenting real value in my interaction with customers. As a customer, I would never be insured through Liberty Mutual and if iI am, I would be the one issuing my own policy online.

Bonus: Their underwriting guidelines are so strict that you will find yourself quoting many policies (home and auto) that will be declined many times.

My main focus at Liberty Mutual was to manage bill inventory, review the claim files and medical records while applying Worker's compensation state fee schedules and processing the bill appropriately and within the timeframe allotted.   So, I would start my day by briefly reviewing my emails for high important projects that needed to be completed that day. Then, I would start my production metrics.  Once, my production metrics were met, I focused my attention on the high priority items. After completing high priority items. I would then start my appeals processing which required calling providers at times, contacting the involved individuals (attorney's, Case Managers, Billing Provider's offices, Providers, outside vendors, etc..) while keeping appeal processing in compliance with the timeframe to complete. After completing production metrics, high priority items, and appeals, I would then review additional  e-mail requests from providers, attorney's, case manager requests, vendor requests and to respond within 48 hours. Additional time allotted throughout the day would be used to  complete projects, review continuing education items, and create policies/procedures, 
My work place culture - I thought of every nurse that I worked with as family and we all worked great together. The most enjoyable part of this job was working from home and the work/life flexibility that it had. The hardest part of my job was to learn each states regulations on how to process a bill - as this was always changing but, I did consider it challenging and by no means not boring.  I've learned a lot from working at Liberty Mutual - Presentation of projects, creating power points, becoming CPC certified, learning how to process in-patient bills, outpatient bills, provider bills, ASC bills according to all 52 states rules/regulations (Per CMS, AAOS, or CPT guidelines with the use of outside vendors. I've learned how to multi-task using multiple applications at one time. I've learned so much about how to read an operative report to determine correct billing of codes and correct billing of how many implants/and type of implants used and how to determine if certain codes were performed/included in or not even described in the reports. I've learned how to professionally  communicate effectively and positively in any circumstances. I've also cross-trained in other departments such as Utilization Management and Case Specialist's roles.  I've learned a lot about procedures and the technicality the provider's go through in order to get paid for certain codes. I've studied and learned greatly about the details of certain procedures such as: shoulder surgeries,  knee surgeries, back surgeries, hand/finger surgeries, etc.. so that when I look at an operative report, I know what steps the provider takes for each of these procedures. I understand the different levels of office visits a provider can bill. I understand modifiers, multiple procedure reductions, bilateral procedures, outside provider billing practices. I understand what should be billed under certain Rev codes and what should not be.  There is so much more information that I've learned from Liberty which can be discussed during an interview process.  :)

The best company I have ever had the pleasure of working for. It has changed dramatically from a local branch office (think the office the TV show) to a more corporate culture w the mega branches in the Charlotte metro area. The Ballantyne office has a great location, has multiple perks in the area, and is extremely comfortable in an beautiful park like environment. The management team is top notch. You hear about places that you feel like you work with as a family where staff really cares about one another and I can honestly say that the Ballantyne office fit that dynamic. 

A typical day at work, early morning short meeting talking about goals, new updates, and other info. Then your schedule is your own... you own it and it's your job to find target market prospects, build rapport, quote, & bind/close the business and ask for referrals in your process. You have a dedicated service team to support you so that you can focus on building your book of business. Weekly/Monthly targets which are realistic. I found the most success from asking for referrals with every opportunity I had while making myself available to my clients pretty much anytime 8am-9pm and had my laptop with me in case I had a client I needed to bind. Networking locally in your network is a must to achieve success. Find you niche and expand your network without spreading yourself too thin. Expect to put in 50+ hours a week your first 3-4 years until you have a solid pipeline that can help feed itself leads. 

The workplace culture was very much like the office a positive work environment that is full of diversity and full of amazing & intelligent people.

Hardest part of the job I would say 2 things. 1. Getting enough qualified prospects to quote every week. Early on they give you help with internal lead sources such as call ins, internet leads, and accounts as other reps leave the company. Sustaining enough leads to continue your pipeline and keeping the sales funnel full is the hardest part... reading sales and prospecting books will help you. The second thing is having the quota and not feeling like you really have 100% job security. Being in sales I can handle rejection day in and day out as I work through the no's to get to the yes's... that coupled with the fact that your commissions are what drive your paychecks is hard enough but also having to worry about if you have a couple of hard months that you may be looking for another job is stressful and it is always in the back of your mind.

Most enjoyable part of the job is helping serve others, and when you close the sale knowing that you did everything to fully educate and help meet the clients needs and that they are in a much better position when you finish than when you started. Also when you are doing exceptionally well and hit Carolina Closers Club again. When you got that high commission sale and you get to see the fruits of your labor on a paycheck soon is an amazing feeling. Other enjoyable aspects of the job are helping others when they come on board, working together as a team to hit team sales goals, and feeling really good about the work that you do for a living.

Address new claims, verify coverage, verify our insureds special service instructions, make contact with the involved parties. Obtain statements from the individuals involved. Advise the parties of their options, claims process and provide a clear understanding of whatever the next steps may be, set accurate expectations, educate our policy holders on their coverage. Respond to inquiries pertaining to existing claims or just general questions. Investigate liability with the resources our adjusters have available. Address subrogation demands from third party carriers. Provide insight and answers to assist colleagues with questions they may have.

I have learned a significant amount of information about the insurance industry and that there is not a singular approach to each claim. In order to be a successful adjuster one must have the understanding that each situation has to be approached with knowledge, discretion, a solid understanding of the information you receive and a great thought process. Each claim requires a different approach in order to come to a resolution. A successful adjuster will not become jaded or approach situations as if there is one way to reach a resolution, aside from the available resources that are there in the case an adjuster requires assistance, common sense and the drive to fairly assess the situation is a must. Once a resolution is reached, there are "behind the scenes" processes such as responding to subrogation demands, writing contentions for claims that go to arbitration, processing payments. I have  developed an excellent understanding of exactly how the process works from the beginning stages to the end.

The workplace is very pleasant, I work with incredible people in a result driven atmosphere.   

The hardest part of the job is dealing with scenarios that sometimes result in tragedy, such as in injury or death. I consider myself an extremely empathetic, friendly and professional person, in situations like these, they need to be approached with much more care, empathy and professionalism. All of the situations, injuries or not, require all of the above mentioned, however, investigating a loss that has resulted in serious injury or death and having to speak with an individual that has been effected by these situations is difficult in general. When it comes to heart breaking situations, that are a big part of my current position, it is imperative that they must be approached with compassion. Although this piece is difficult, I connect with people easily. Being able to provide some sort of comfort, aside from expressing condolences, that they are in great hands and expressing that I will do everything in my power to make the process as smooth as possible. In general I receive a lot of positive feedback with the people I interact with, when I receive the this   feedback, compliments from individuals that have experienced a great loss is incredibly meaningful to me.

The most enjoyable part of my job is when an individual tells me I 
instilled a sense of relief in them, being told that they went from being worried and having no idea as to how the process works or how to move forward, to alleviating that worry is incredibly rewarding.

Liberty Mutual is extremely number-driven to the point that it is dehumanizing, to both the employee and the customer. For example, everyone on my team was told that they should avoid going to the bathroom between breaks, told we should "train our bladders," because it counted against our metrics. Our metrics determine our bonuses, raises, advancement, opportunities for shift bidding and more. One of my fellow co-workers wet herself trying to wait for break, but got stuck on a phone call. 

We were also told at point that we were abusing our .59 second grace period and had cost the company thousands of dollars in doing so. So they began reprimanding us for using any of the grace period alotted for break or lunch. In other words, they normally wouldn't count you late or issue a point if you were within the .59 seconds. But we began receiving warnings if we did. 

In addition, the Liberty Mutual creed emphasizes that we always do what is right for the customer. Yet it counts against our metrics if we have to call back to a customer. Meaning, we are penalized for call-outs. Instead, LM directs us to send call-outs to a follow-up team. Which means you no longer handle that particular issue. There are times I called the customer back to take care of an issue and found them very appreciative. I feel this builds better relations and trust than passing the buck to someone who did not even talk to the customer. There's a bit of an emotional attachment and responsibility that develops when you connect with a customer, calm them and offer to resolve any issue they have with their policy or bill. Passing that on to someone else means you don't really know if it was resolved or resolved properly. 

Liberty Mutual has  centralized their customer service to call centers. This means that the field agents no longer have customer service reps in their offices across the country. Working in a call center means that you rarely talk to the same customer twice. So you never build relationships. Many customers do not appreciate this change as they prefer dealing with people they have relationships with and trust. 

Sometimes days would go by without the opportunity to talk to co-workers because of back-to-back calls. Once in a great while I would have a break or lunch period that lined up with one of them, but not often. 

Asking for time off does not involved talking to a human. You put your request in via the computer and hope to get it off. Sometimes you ask for a day off and never hear back. 

If you are an introvert who can handle sitting all day and staring at a computer screen, this is the job for you. You can talk to customers all day on the phone that you will never meet or build a relationship with. You have very little time to talk to co-workers. You rarely leave your desk. 

LM is extremely micro-managed. They know every email you send out, every site you look at, have the capability to listen in on phone calls or view your screen at any time. I felt the environment was far more restrictive and evasive than it needed to be. 

Perhaps in the scheme of things, their techniques do manage to bring in more money to the company. But it loses the personal touch completely. The company is void of compassion.

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