fulfillment associate

member services representative

customer service representative

member experience specialist

licensed agent

NationsBenefits

I was hired on through a temp agency and on the very first day of training, nothing was organized. Information provided by the temp agency and by the actual trainer was very different and no one seemed to know what was actually going on. When hired, it was for a specific task and therefore the training was very limited on the information that the class received. Eventually, the class underwent additional training which could have been avoided if the full training had been provided during the first week. You will be told constantly that this is a place to "grow and move up" when in truth, they will place (possibly train) you in multiple departments and once your time in that department comes to an end, you will be placed back to your original task. The only way you actually move up is if you're liked by management. What is taught in the training is not exactly how it happens on the actual call floor. There are no mock calls during training nor are there any hands on, therefore whatever is said during training is what you have to rely on on the floor or try to figure out yourself or amongst your peers because you won’t always have assistance. There have been times where managers and leads have left at the end of the day with new employees still stuck on phone calls that are unable to get assistance if needed. The leads will make it known that information they receive isn't always going to be passed down to the associates even when it is important. Information amongst management isn’t always properly communicated either as there has been several issues regarding this. You will be told that certain things you just cannot do but be mindful because management will turn around and do just that. There is a new set of people being trained every week and there's also a list that comes out with names of who they plan to fire. People are let go just about every week. If hired through a temp, after a month you will be told that there’s a possibility you can be hired directly by the company once you complete the three month probationary period. I believe this is said merely to keep you on for the business needs until they plan to let you go which can also be before your initiated time by the temp agency. 

A typical day at this job was stressful and overwhelming. My calls was always back to back with only 1 min to wrap up notes. I rarely had a chance to breathe in between calls it was horrible. Almost every month the cards did not work or there was some sort of errors with the system. It made the job worst due to ppl not being able to use there cards, money being stuck on a pre-Auth hold or they simply lost there benefit that month due to no fault of there’s 

I pretty much learned the job on my own, training was only “1 week” and then your thrown to the wolves. Once out of that sub- par training I was taken calls from different insurances I didn’t train for, so I taught myself how to get through those calls. They use a source called the “Now” to find info about each insurance and plans which was not always helpful or was vague. Most times the members questions was something I could not find the answer to in the “Now” So I would wing it on the call. 

I worked remote so the workplace culture was nonexistent. They did not have any type of real engagement for remote employees.

I hated this job, I could never get assistance in the merge chat for help, most times I was overlooked and had to wing the call. My particular Supervisor was awesome, but Others was horrible and would never take over the call when the member would ask to speak to a supervisor, yet again I am winging the call to get through. 

There were no enjoyable moments of this job. sorry for the long rant, I just needed to tell my story so that I can help someone avoid this company or at least know  what you’re walking into. 





Don’t act like a good start up. Be a good start up. There is no compassionate care for employees.

This company began with a promising future but soon fell short in all aspects of professionalism and work culture. You have almost no shot of moving up or receiving raises for hard work and productivity. Favoritism and external hires are the easiest way to make it to the top.

They value micro management more than an employee’s well being.

Life as a customer service rep is stressful and tedious. You are expected to stay at your desk, not talk to anyone and spend your down time reading the scripts that are constantly updated. You will be forced to work on weekends and holidays. 

Quality assurance will nitpick, judge and bring you down seeking unattainable perfection. It is all subjective and inconsistent. They do not want perfect calls in hopes of avoiding reps being promoted to the next level. 

Chats are monitored and if you communicate too much on them, you will be seen as distracted or off task even during idle time. No phones, no books, no notes and no fun are allowed at your folding table of a desk. 

Their health insurance is overpriced and there is no 401K matching. Miss a day from being sick? Don’t worry your hard earned PTO will be used to cover that without consent and you will receive an “occurrence”. Too many of those and you are let go.

The Florida headquarters reigns supreme and California is left with barely any departments and opportunities. Stay for a paycheck, leave for happiness.


It's honestly a nice place to work. The complaints I've read about this company are things that seem to be very personal, but I like to look at my employment her like this: Work is Work... I was hired to do a specific job and I'm going to do it with no questions asked. Training was great, it covered the basics and more, but it also left room for me to learn things on my own -- nothing dramatically difficult, but definitely things where I need to put in the time and effort to discover. This is a growing company, so yes, there is going to be things that even my superiors don't know, but at least their willing to work with me to find the answer and their honest about whether they have factual information or not. Don't bring your outside drama into work. Things here are very professional. They pay you a decent amount of money per hour for the amount of work you do. Is it stressful? Of course. Is it stressful everyday? No. Supervisors and Management definitely care about the employees here. You have to understand their also outnumbered 10 - 1 and while they're trying to assist employees, they're also assisting members, and handling a work load twice as difficult as ours.  

In the end you should be satisfied with the quality of this company. If you're looking for a professional place of work that actually cares about you concerns for both your work life and even your personal life (depending on the s then apply when its available. 

Pros:
The company provides a structured schedule with two 15-minute breaks and a lunch break. The use of tools like UKG and Genesys helps keep daily tasks organized.

Cons:
Adherence to schedules is strictly enforced, with limited flexibility for breaks. Bathroom breaks are restricted to 7 minutes, which can be challenging. The "NOW" system used for providing information on health plans often lacks clarity, making it difficult to handle complex customer inquiries—additional training in this area would be beneficial.

Additionally, scheduling requests may take time due to a backlog, so it's best to submit them early. In my experience, the focus seemed to be heavily on sales, sometimes at the expense of addressing employees’ individual concerns.

Advice to Management:
Consider providing more comprehensive training on complex customer issues and offering additional support to employees. Improving flexibility around adherence and creating a more comfortable working environment would also go a long way toward boosting employee satisfaction.

I can't speak for every location bt at this one there is new problem every day. You will get calls about issues that they don't give you access to solve on your own and then when you go through the necessary channels to get assistance, you are either condescended to or completely ignored and you still have someone on the phone who is expecting an answer.
- 7 minute bathroom policy for the whole day 
- surprise block out dates whenever you want to request pto time 
- consant changing of phone queues without your prior knowledge
- change your schedule randomly to suit company needs and when you express that you are unable to change, they lie to and say its only a change for a few weeks and then later let you know that they will not be changing anything and you're stuck with the schedule they chose for you.
- Constantly firing people including leadership and so you really never know when your day is up

I promise you I'm only naming a few issues because there are just so many. This place is not a good or even decent place to work. I've read and heard about multiple locations in Tennessee and California are shutting down. Don't let them fool you with any incentives because trust me it's just to reel you in and then once you are there, they'll just take it away and laugh in your face 

This organization is run like a clique. Either you are in or you are out. If you do not suck up, then this is not the right place for you. The owner and son duo make for an interesting dynamic. The owner is an angry man and the son is basically running the show but is very distracted and his face stuck in his phone daily. Management is mismanaging employees which results in a very high turn over rate. During review meetings the owner and son will literally answer personal calls and text when you are trying to present to them, which is just a disrespectful environment. Managers will ask for honest feedback but then use your words against you in a “one on one meeting.” You cannot joke and be sarcastic because they are all sensitive and will label you negative. They provide contradicting feedback such as “slow down on your work” and then turn around and say “you need to work faster.” Which is it that you want? There are no clear deadlines but always reprimanding if you didn’t get a deliverable done by an invisible due date. They expect you to read minds and certain higher ups have no business managing employees in certain positions, where they have zero credibility and experience to lend insight and proper guidance. 

The company has bit off more than they can chew. They are growing by hiring everyone and anyone. I assumed you needed education or at least relevant experience to get hired. If you’re looking for a professional office to grow and learn this is not the place for you. 

At the end of the day it is simply a mundane, stressful call center. Gossip is prevalent and new drama is brought up on a weekly basis so your best bet is to keep to yourself. 

The HR department is untrained and management only cares about themselves. Call scripts will be changed often to the point of messing with your confidence and setting yourself up for failure with the inconsistent quality assurance auditors.

PTO is all bunched together and there is no sick or vacation time. Health benefits are Florida based making them unaffordable to individuals or families. Expect to work weekend and holiday shifts. The company cares about placing orders rather than having their employees enjoy the holidays with their families. The employee handbook is vague and not enforced to say the least.

Overall the job is boring and constant micromanagement is not healthy for anyone’s work life balance. 


they throw you on the floor with misguided information to provided the 'members' with no help unless you go look for them. if they are not cool with you, they throw the book at you and make you feel uncomfortable. they will fire you for having your phone but they walk around on theirs. there is no growth unless you beg for a better position. if you are a single parent, this job will not be fit for you. they will fire you over anything they feel is not right in their eyes (other than security). and when their system mess up, they will fire you because they  feel like you are messing with the computers and they can look in your computer without using your password. the only good thing is the pay and benefits. you have to swallow your food for a short 30 minute lunch break but everyone else thats higher than a 'customer service rep.' take 2 hour lunches and they dont get in trouble for it and half of the staff is new. they say this is healthcare and some people who are certified through the state dont even get a chance to get a better position for certain departments they have. 

This company is based purely off poorly trained supervisors and managers. I have never seen management go beyond or above for any employees. They show favoritism to those who do little to nothing and will critique and belittle you if you actually are doing things to help them grow. The management team does not believe in treating their employees like they are valued as stated in their core value statement. Majority of employees that work in the company is not happy because of treatment and management lack of concern. This company will never care about you because to them you are only just a body and not a person. Unfortunately you can't even speak to HR because there management team is always right which is making people very unhappy. No one trusts the management because if you do say something to them you or ask them if something they all respond the same way they don't care. If you do decide to work for this company beware because you are not valued or appreciated. This company is a con because they do not make you feel inclusive and respectful of all people as they say in their mission statement. 

Top Job Titles	Average Salary
Fulfillment associate 14 salaries reported	$18.00 per hour
Member services representative 1 salary reported	$16.00 per hour
Customer service representative 1 salary reported	$17.00 per hour
Member experience specialist 6 salaries reported	$19.79 per hour
Licensed agent 7 salaries reported	$24.71 per hour

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