Liberty Mutual – Appleton, WI
At Liberty Mutual, we believe that the our success is inextricably linked to our employees' satisfaction: satisfaction that they work for an industry… Liberty Mutual
Liberty Mutual Insurance Photos
Doesn't RecommendNeutral OutlookDisapproves of CEO
- Work/Life Balance
- Culture & Values
- Career Opportunities
- Comp & Benefits
- Senior Management
I have been working at Liberty Mutual Insurance full-time (More than 10 years)
You have a great Pension, Matching 401K and oobs of Vacation time.
Everything else. This company is a huge corporation in the worst sense. They are run by Analysts and have cut customer service, claims, and budgets to the Maximum they think employees can endure. There is a huge disconnect between what they think you can handle and what th reality is. Not enough help or assistance for the agents. If you need help you get a Corporate Talking Point. They don't want suggestions from employees unless it is in line with exactly where they want to go. They want everyone to be Robots that are exactly the same so the customer has the same experience all over the country, except if you have customers you talk to every day, you still have to go through a 20 minute conversation to help them. You are overworked, overstressed, and are bombarded with tasks to satisfy management that are not related to your job. Customer service reps. are call monitored and critizied on every time thing they do. Their Customer Satisfaction Standards are unreachable because their is so much you can't control, and if the Market is bad, which it has been for awhile customers are dissatisfied and will give you a bad score no matter how hard you try, so you always are leaving feeling like you can't win and feel bad about yourself. Their expectations are unrealistic, and especially if you are a Sales Rep. the turnover is extremely high. You have no budget to help with events, and you have to spend alot out of pocket to make it work. They have cut overtime and mileage, yet you still can expect to work 55-60 hours per week. I have worked here over a very long time, and am promised over and over awards, and salary that is never delivered on. Whenever you just about get there they raise the goal, so it is almost impossible to reach it. They look at you as a number, so if you rates are good it is kindof not so bad in sales, then they will change them because they think they are giving it away and then they think it is all your fault everyone was doing fantastic but now is not. Morale is horribly low, and you leave every day feeling awful about yourself. You are constantly bombarded with angry customers which the company doesn't care about keeping. (They tell you they do) it's all your fault you can't keep them, but they give you no real way to help with their rates. They think sales reps. just slack off all day and don't work hard, when everyone is killing themselves, but they are on you all day long anyways. All the good leads go to the Call Center per. their agreements,but they think the call center is so awesome even though the local agents have to do the tough work and get the hard to get customers each day. I have never met anyone that has actually really liked their job here ever.
Advice to Management
This company needs to be on the show Undercover boss. If they had any idea how hard we work, and how hard it is to do your job here, I think they might actually be surprised. You can't run everything by an Analyst and things on paper don't always Correlate to what actual real humans are going through in the real world.