Customer Service Representative | Orlando, FL | Sep 27, 2019
Not worth it.
If you are reading this please take a moment to reconsider as much as possible before accepting a position with this company. Everyone's experience may be different but I assure most of the things i'm mentioning is what most employees feel.I personally felt that this company wasn't the right fit for me so I decided to leave and it was the best decision I could make. However I wish someone would of warned me before I took the job or given me a detailed onsight on how they felt working for Sedgwick.
As far as everything goes for training, the 4 week training you get is rushed and they barely cover most things you have to actually deal with when you are on the floor. During the training process it will feel nice because they pretty much sugar coat things to you right up til you are actually on the call center floor taking calls. The trainers do try very hard to teach you but they are only given 4 weeks so everything is rushed and you will are basically seeing the tip of the iceberg while in training.
You only get 5 points or occurrences before you are considered for termination. The way it works is that everyday you miss it's a point. But lets say you miss two consecutive days. that's 1.5 points.So no, missing two consecutive days is not 1 occurrence, the points still add up. So hope that you don't get sick and have to go to the hospital because those points will add up pretty quick, even if you have PTO.
Be paid the same as newbies; years down the road. Get non sense excuses for them to skip out on scheduled raises.
This company expects every single solid one of their employee's to be the Michael Jordan of Sedgwick while not even giving you the pay rate of michael jordans waterboy. It's not even realistic anyways because there's only one Michael jordan that is that gifted. If you have a natural ability that surpasses most, they won't care. A company that feels you should all be michael jordan will never truly respect you the way you should be plus pay you an extremely laughable rate(tears more like it). I started this job, making the SAME pay rate as someone being there for years, so that alone shows how much they "care". "If you care, there is a place for you here". You've got to read the invisible print for this one. This job severely underpays you then finds excuses to not give people the raises they deserve on a month scheduled for raises. In an industry that you work from home and had the least amount of business loss from the covid because of their style; and yet they still found a cheesy reason to not pay you, your raise. I had a leader who would give me vague information on how to improve which shows how much they "care". Make your call time better, up your qa score lol without telling me how or by how much. Does that sound like a sincere, "because we care"?. I found people who had made mistakes in this industry and I brought it to others attention because it was affecting my work. You think they "cared"? There are actually certain people in this company SUPER nice and super sma
ProsWorking at home, feeling like you won the lotto when your leader actually does show up to work
ConsPay, professionalism, hypocrisy, higher ups that shouldn't be.
I loved the people at this company as well as my clients but the work load and expectations were UNREALISTIC. Work life balance non existant
A typical day was constantly putting out fire after fire that was left or created by a prior handler of my account. I would handle new claims regarding contacts and investigation protocols as a priority; then I would check all of my daily set diaries of work and complete these, once those were completed I would work at least 10 pieces of my mail per day and complete all reports that were jurisdictionally required to avoid penalties. Returned phone calls to medical providers for authorizations; plaintiff counsels and negotiations would be done as well. I learned a lot in my time with Sedgwick as I became familiar with various Workers' Compensation Laws for more than my specialty state SC. Prior to my leaving I had learned NC, KY, GA very well; I handled AR, AL as well as FL however I was not as knowledgeable in those three states regarding the laws as I was with SC, NC, GA & FL. I was housed in the Cola office and my co-workers were wonderful people; I still keep in contact with them. I actually brought two employees over to the company who are still there in order to obtain two more years of employment to fully retire. The hardest part of this job is the fact that Sedgwick "Best Practice guidelines" are absolutely ridiculous to comply with. The Account Managers that were actually obtaining the Clients for us make unreasonable promises to the Clients without even considering that the Examiners that are responsible for fulfilling the tasks have absolutely no input. Basi
ProsNice work atmosphere; a lot of continued education programs
Consthere is absolutely no work life balance; you have to be married to the company or you will DROWN
Decent company but the NCC department (call center) SUCKS
I was excited to get hired as a Service Center Associate because I'd never worked in the insurance industry before and Sedgwick is really accepting towards applicants with little to no experience. But the longer I worked in my position, the more I absolutely HATED it. I began dreading getting up everyday to work, it was that bad. It's an incredibly repetitive, soul-sucking, boring job. You basically do phone intake all day with callers who are needing to file a claim. The job is easy but you're a robot who has to stick to a script almost verbatim; the flow of every call is the same. Sometimes callers don't have all the info you need, they may ramble and waste your time or even become rude with you because they're in a nasty mood.
The NCC department (national call center) is very underappreciated and pretty much the bottom of the barrel at Sedgwick. It's very hard to advance from here to other areas and phone agents don't get near enough recognition for what they do. We're underpaid yet expected to do more processes, keep up with constant client changes and updates as well as deal with stressful callers. We process claims for some of the biggest companies in the world, Sedgwick is making billions each year, how is it that claims phone agents are paid such low wages? I've seen this similar type of job offered at other insurance companies where they pay anywhere from $3-5 higher than Sedgwick. Even new hires start off at higher pay than established employees here. Calls are
ProsGreat PTO, benefits, working from home was nice, my amazing TL
ConsPay is low, shift/hours, management isn't always present enough, robotic job, lack of advancement opportunities, back to back calls
Warning. I Found out after accepting the position that you have to pass two tests if not you will be terminated. A lot of information during training confusing and overwhelming I honestly didn't think I'd make it and even after passing the two tests, which I passed with a high score I still dont feel secure with this company. I found out 3 people in my training group also with high scores quit and one girl was pregnant and she had to quit after training because her job wasn't guaranteed after maternity. Every second is micro managed literally. If you dont take your breaks at the exact time you are scheduled you are out of adherance meaning your not producing, you have to stay over a 90 % with your adherance if not it counts against you and will be terminated if you're not careful. Its your responsibility to fill out your own time card if you forget you dont get paid. At the end of your shift if you take a few minutes to fill out your time card your considered out of adherance and it will count against you. If you try to fill out your timecard during lunch its considered working and can get you fired so you have figure out a way during the volume of calls you handle to fill out your time card. There's no way of winning. After a call you have two minutes two wrap up in detail everything said in the phone call and if not your literally being dinged and constant IM by your leads, which is incredibly distracting and stressing especially when your new. Oh and by the way your out
I can honestly say the cons outweigh the pros, when I was offered the job they informed me I would have a set shift I worked over 1 1/2 month before they told me my shift would rotate. That was a huge red flag because in my interview and job offering process I pushed on having a set shift. I wouldn’t have taken the job if I knew this because I was already taking a HUGE pay cut. Me having a set shift was the only reason I left my last job. Managers will act like they want to help you advance but they will keep brushing you off. They will tell you one thing but do another. The leave and disability advocates are very rude they hate taking their calls for their claims, you can inform managers of push back but it will continue. Most of the managers and advocates are close friends so they get away with a lot but anything a CSR does if it’s misspelling a word, anything literally CSR will have a huge team meeting, but advocates can forget to send out paperwork, approval notices, or even send out the wrong paperwork and the manager will make an excuse for the advocates instead of having a follow up training. My manager has a bad habit of making up her own projects having us CSR doing certain things a certain way and she doesn’t communicate with the other floor managers so now were getting push back from advocates, other department managers emailing you, and smart mouths when we are just doing our job. Another thing the CSR are treated like the bottom of totem poll . It’s so much favo
Pros21 PTO days, a lot of work event, opportunities for advancement
Upon moving to the area, this was the only/first job offer I had. If I had known what was to come, I would have never taken this job and continued looking. On the surface, the two-week training session makes it seem like you will really be valued and will enjoy your time. In reality, this is the exact opposite. Your supervisors monitor every minute of your day and micromanage your work. Everything you do is wrong. You are told that you can grow within the company after 6 months in your position, only to find out your supervisor has total control over allowing you to apply. This means that if THEY feel the workload in your current position is high, then they will blackball your advancement opportunity. This runs directly contrary to what you are told as a new hire in the two-week orientation sessions.
The supervisors play favorites like high school cliques, which makes sense since most are not more than high school graduates who barely can hold their current position. You are micromanaged to the point of feeling like the littlest slip-up will end in termination. The "thanks" you get are forced form emails from HR sent to everyone in the company that are so tone-deaf that it really makes you question if the high-ups live on the same solar system as you.
When it comes to actually dealing with the claimants from your assigned client, be ready to be belittled and degraded into therapy. These employees are allowed to scream at you with no recourse. Like I mentioned earlier, every
ProsI got to quit, Location, Health Insurance day 1, PTO
ConsMicromanaged, Treatment from client, lack of support from above, Poor Pay, Cliques, Terrible work
When I started, I was incredibly happy to be doing what I was doing. But as my tenure stretched on, the client and many of my co-workers began to make more demands on my time, many of which were very difficult to complete in a timely fashion.
I was also originally promised I would not need to tend to the phones very often, but after only six months, it became clear that I was supposed to be backup for the receptionist.
After two and a half years, I opted to switch to a different team in an office much closer to my home in the hopes of saving money on gas and tolls, as well as a great deal of time on the commute. What I found was a team environment even more stressful than the one I had left, with callers who were even more venomous than what I had been dealing with previously. I came very near to quitting without notice purely to preserve my sanity, bursting into tears as soon as I got home most days, when I heard my old job had opened back up in the office I had transferred from. So now I am back where I started a little over four years ago.
The workload has steadily increased to the point where often it is impossible for me to actually take a proper lunch break without falling behind and there are a few key individuals who have an air about them that suggests they would like nothing more than to destroy me and see me fired purely because they don't get the special treatment they think they deserve and end up getting reported on.
Perhaps it's just my personality
ProsDecent benefits, lots of PTO, largely autonomous
ConsThe client, the callers, certain co-workers, the stress
Customer Service Representative | Memphis, TN | Jul 19, 2018
A complete analysis of the memphis call center fiasco show
I am still currently employed. I have no ill feelings for the position I'm employed but I want to be very honest about what goes on in the memphis center. The calls are great. Once you have been taking calls consistently for maybe half a year they become very easy. A half a year is pushing it. The main issues I have with sedgwick/memphis call center would be scheduling, quality call grading, clueless managers, attendance, and advancement opportunities. I will touch on them all. 1st I will speak about is the scheduling. What I hate is you will be working there a year on your schedule from 11-730 and they will bring in new people and give them the early schedules. Alot of turnover is because of their terrible scheduling techniques. 2nd is quality. Your managers and a quality team will grade your calls. It's like chicken with there heads cut off. You will get points deducted by your quality team but your manager will overlook what they took points off. Also with quality it's about if they like you or not on if they will ignore deducting points or overlooking your mistake. 3rd is the managers. Omg!! There are 10 managers and only 3 know what they are doing. You will ask for help and they will get upset with you for asking when in training they tell you to ask. Most of the managers in there never worked in call center environment anyway so they are clueless on how to handle the reps and provide any helpful information. 4th is attendance. Once again it's all about if you are cool
ProsCalls are very detailed but will become easy over time, benefits. .
ConsManagers, advancement opportunities, quality call grading, pay raises, training
You enjoy being micromanaged and being thrown to the wolves? This is the job for you!
I really had such high hopes when I started WFH at Sedgwick. The bonus was not to bad and pretty easy to get. The trainers are honestly subpar or at least the ones I had were. They really tried their best to give us as much information as possible in a limited amount of time and make it really enjoyable. Don’t be surprised when that’s cut short by the higher ups and your thrown onto calls because they messed up and didn’t schedule enough agents. Oh and then when they put not just your whole training class but the others into different call queues that no one is trained in so you get yelled at for a week straight by every caller who’s already waited an hour for help and you can’t help them. You also get messaged and yelled at by agents who are trained on said call queue as to why you keep transferring calls to them. Do the managers help? Nope they catch an attitude with you for calling them and not knowing what your doing (again even though you weren’t trained for these calls). Make sure you save those offer letters if you expect them to honor the schedule you agreed to. Don’t you dare complain about any of the lies, the way your talked to by management or the it is what it is mentality in any meetings because you should be SO happy that you at least have a job and benefits that you pay a good portion of your check into just to find out that nothings covered and you still have to pay a lot out of pocket. They do provide you equipment and it if breaks/messes up they are quick t
These opinions are not necessarily my own.
There are some things you should know before you consider joining Sedgwick, formerly CL.
Firstly, Commercial Property and Major Loss claims is a generally well-run, well-managed and successful arm of the business. The management adopt a common-sense approach, and you get to build relations with large brokers and blue-chip property management companies. As Insurance goes, it is interesting.
Sadly domestic claims is the polar opposite. This is a toxic regime run by a tight clique of ego-driven managers who regard themselves as “untouchable” and have been there for a very long time, as in decades.
If your face doesn’t fit or you refuse to pay homage to the clique (also called brown-nosing), you will effectively be ignored and made to feel like something deeply unpleasant on the heel of their shoe.
The place is advertised as “not a call centre”, but your basic job is to answer numerous calls and service numerous claims. Not a call centre? Draw your own conclusions.
This company are clearly very good at acquiring new business, however there are woefully inadequate staff numbers to service these new clients. Overtime is regularly chucked at the problem, but soon after overtime stops, claim levels rise again to unmanageable proportions.
The management are only too happy to announce “good news”, whereas bad news (for example, staff leaving the company, which happens often) is only heard about through the grapevi
ProsYou get paid
Questions And Answers about Sedgwick
How often do you get a raise at Sedgwick?
Asked Jun 23, 2021
Once a year
Answered Dec 8, 2022
Answered Nov 30, 2022
What is the best part of working at Sedgwick?
Asked Jun 3, 2020
Answered Jun 29, 2022
The flexibility and support for work life balance.
Answered Jun 28, 2022
What is the promotion process like at Sedgwick?
Asked Apr 26, 2021
After 6 months
Answered Dec 7, 2022
Unpredictable and very hard to move up.
Answered Nov 22, 2022
How long do you have to work at Sedgwick before you can go on maternity leave?