CSAA Insurance Group

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CSAA Insurance Group Jobs & Careers in Hamilton, NJ

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30+ days ago

Manual Conversion Senior Service Agent

CSAA Insurance Group Hamilton, NJ

• Employees may be required to sit in front of computer terminals, climb steps/ladders, lift materials, walk and do related activities as specified… Glassdoor


15 days ago

Manual Conversion Service Specialist

CSAA Insurance Group Hamilton, NJ

• Employees may be required to sit in front of computer terminals, climb steps/ladders, lift materials, walk and do related activities as specified… Glassdoor


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CSAA Insurance Group Reviews

431 Reviews
2.8
431 Reviews
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CSAA Insurance Group President and Chief Executive Officer Paula Downey
Paula Downey
82 Ratings
  1. 8 people found this helpful  

    Seriously consider other choices

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Insurance Service Specialist in Hamilton, NJ
    Former Employee - Insurance Service Specialist in Hamilton, NJ

    I worked at CSAA Insurance Group full-time (more than 3 years)

    Pros

    Pay, though do expect the occasional paycheck problem. Free parking (some perk!) You will stay busy. They have a cafeteria on site. You'll learn any job you had before was probably a good job in comparison and you'll learn from your mistake. Perfect place to work if you are trying to stay away from your family - you'll never see them, and when you do, you'll be so stressed they won't want to see you.

    Cons

    Many of us said as we walked by the conference rooms where they were interviewing that we felt the impulse to run in and let the candidate know to consider their other choices. As it is, new employees regularly start looking elsewhere shortly after they are trained. The expectations are completely unreal. They want you to take call after call, and tell you to do your paperwork "in between calls". There isn't any in between - especially from customers who are regularly screaming about the service or mistakes on their policies. Your choices are either to do your legally required paperwork in between calls or more realistically, during breaks and after or before work. A LOT just "gets buried" - the overworked agent either forgot or never knew. Once initially trained, there is no update training inspite of having classrooms with thousand dollars worth of equipment, unless you think an email training. For that matter, try getting the email - you may have been dropped from the list! The latest I heard was that new employees cannot take vacation for the first year - any vacation time will be assigned one day here or there by the company. Is that even legal? And these poor people don't even get two days off in a row - and are expected to work every Saturday with little to no chance of ever getting off. Don't think you will get any sympathy if you have a sick child, pending surgery, medical condition, school appointment, or three feet of snow. Your expected to be there every day, and stay later if required. In the three years I was there my health was deteriorating, as your never allowed out of that seat except your assigned break or lunch (which you may find yourself still doing paperwork). Computing system is a nightmare. There is no way to look up information on line - you have to rely on word of mouth, what you may have written on some sheet, training materials which do not cover everything, and trying to chase down a supervisor. Customers get three bills, varying amounts, no bill, or confusing letters or statements. The CEO from 3 years ago is still the signature on letters going out. Supervisors vary in quality - some are good, some should not be supervisors as their MO is to avoid answering your questions (but remind you to take calls faster). Bonuses were done away with for call agents last year so not sure if that changed. They demand you meet a certain level of "cross sales", leads to getting the customer another policy - but they have not grown the infrastructure right nor are you compensated much. Many call takers were using tactics to make their sales look higher - the "push the caller to the sales side", or "keep talking until they beg to listen so they can get off the call" were a few of the techniques. This is critical if you want a reasonable schedule and a vacation. Vacation? You need to "bid" for your vacation, so plan ahead in November, and if you don't get the bid, you are out of luck. Seriously. Not even "would you take a different week". And again, if you didn't get the email, you will wait another year. This does cause a problem when people are over the limit with vacation - they may be forced to take time off at the Company's choice -or get paid. You bid for your schedule every year too so if you have a small child - seriously reconsider this as this change happens in January. New hire pay has dropped drastically in the past three years, yet work increased tremendously - supporting two states before, now six states when I left. In the three years I worked, 44 people left out of approximately 70 in the last two. They used to be selective about new hires being licensed or meeting standards when trained. Now, any warm body with clothing on willing to take the chance is welcome. Dress has gone from business casual to ghetto. Site managment is weak and non-existent. Finally, the most chilling was the "disappearances" of employees. Some people may have deserved to be let go, but there are those who were let go for trumped up charges, usually attendance (only allowed 5 occurances for a year and that includes calling out sick). Oddly enough, if you are favored, you get to stay, no matter what your work performance is or what problems you caused. It does appear that if you are on the west coast, treatment may be better, if you are on the east coast, you really are low life stepchild. There was a program to volunteer on the outside for a good cause, but if you had a job with no backup, you could never participate. This place sounds great until you get inside. I've never ever written a review like this one, and hope I never do again.

    Advice to ManagementAdvice

    Step back from trying to grow the company and try looking at whatever remaining talent you have. Let people get time off - particularly because it is a high stress job. Try calling other insurance companies and compare levels of service. You may be shocked. Try offering perks like giving points to people when they volunteer or do well on a difficult call - and allow them a day off when they reach 100. And let them take the day off! Let people know what their holiday schedule is six weeks in advance instead of a few days before. Put forms people need in a format that allows them to access them quickly instead of hunting for them. When someone has lost their voice from a cold - do the smart thing and allow them to do processing instead of sending them home (and remember that's an occurance!) The place was a hotbed of germs since you used your vacation time as sick time. Give your employees a break and they may reward you 10 fold. Finally, word of mouth is the best advertiser. Every employee should want to get your insurance and should be telling their family and friends about it. Right now I wouldn't recommend it to anyone.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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