New Office in Plano (Micro Management, Confusing FTO System)
Customer Claims Representative (Current Employee) – Plano, TX – August 5, 2016
Working as a Claims Rep at Liberty Mutual can be stressful, though the importance of the position is to provide empathy to the customer! It is extremely difficult to provide empathy or make it easy when inside reps cant get answers from inside adjusters due to the workload on the adjusters, causing more status calls then needed, which causes more Angry policyholders. Also the the FTO system is horrible, you have to work from 2 systems they have received a number of complaints from the employees with no changes. Most or all of the supervisors in the Plano location are 1st time supervisors also makes things difficult because they are learning on the job as well. Co-workers are good! The most enjoyable part about the job is actually being able to help the customer during a tough time! Typical day at work is logging into service the customer and following a schedule via a system, 2 breaks 1 lunch, pretty standard. Incidents/Occurrences doesn't roll off for 1 year, most companies are 90 days! Great part is learning insurance, I am way more educated with insurance than I have ever been!