CSAA Insurance Group

  csaa-insurance.aaa.com
  csaa-insurance.aaa.com
There are newer employer reviews for CSAA Insurance Group

2 people found this helpful  

If you have no dependents, nothing scheduled, no personal life and love uncertainty, this is the place for you.

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

I have been working at CSAA Insurance Group full-time (more than an year)

Pros

Clean, nice place to work, with decent benefits. Managers with years of experience. A regular paycheck.

Cons

Constant level of uncertainty. Shift bids every six months leave you wondering what kind of arrangements you can make when it comes to childcare or other obligations. We went from doing one Saturday a month to permanent Saturdays (including holidays). No trading days either, you must take PTO time if you want off, if you can possibly get the day off. They have had managers apply for their jobs three times in the past year and a half since they took over the Mid-Atlantic region. Don't ever expect to hear your doing well. You will always be reminded about how you spent every minute of your time, and if your not on a call, you better be on the next one. No one is ever good enough. Processing paperwork takes a low priority as you try to work with slow and old computer systems, manual processes and a constant change in rules. The word database has never been uttered here - your information is either in a binder, email note or word of mouth, and if you don't keep track of everything you won't know. The answer to every problem is a cross sale - your performance is evaluated on how many you can deliver to the sales group to get a quote. With insured's screaming about receiving three different bills in one day, or their entire pay taken out with an automatic payments system, or worse, no payment at all - success can be difficult. Notices are never sent to the insureds to let them be aware of a possible problem - we thrive on having them find out on their own and expressing their opinions. The environment has changed from having a group of professional agents to assist with resolving problems and advising insurance needs, to a call center rep, whose job is to make the call quick, get a lead for a sale, and be sure to say all the right lines in under five minutes. Since job growth is so limited on the east coast, it might be the only way they can go.

Advice to ManagementAdvice

Treat your employees like they matter and their lives do too. A happy employee can be your best advertiser. Your staff have great ideas and experience - listen to what they say. This company could be a great place to work for.

Doesn't Recommend
Negative Outlook

433 Other Employee Reviews for CSAA Insurance Group (View Most Recent)

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  1.  

    Company had potential to be great but...

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Career Opportunities
    Current Employee - Insurance Sales in Sacramento, CA
    Current Employee - Insurance Sales in Sacramento, CA

    I have been working at CSAA Insurance Group

    Pros

    Well known brand - so they have a reputation to live up to. I get the impression executive management really wants to hold on to what the company has after a major slide during the past 10 years. In other words, they are quite serious about reestablishing their footprint.

    Cons

    Executives are either naive to or don't care about what's happening on the front lines.

    Doesn't Recommend
  2. 9 people found this helpful  

    My 5 years with AAA-NCNU-Insurance-Exchange started sweet then turned sour over the years.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Career Opportunities
    Former Employee - Insurance Specialist in Glendale, AZ
    Former Employee - Insurance Specialist in Glendale, AZ

    I worked at CSAA Insurance Group

    Pros

    When I started in 2006 the starting compensation was very good compared to other call centers. The facility is kept very clean, inside and out. The cafe is reasonably priced and has a large variety.
    The site started with a strong leadership team that empowered competent supervisors to create a team environment that was a commutative, productive and ethical powerhouse.

    Cons

    In 2009 is when the tides started to turn. The new leadership team at the top changed and spiraled out of control and caused disastrous confidence within the centers. Leadership is famous for saying "it's coming, good things, change" it never does. Feedback is almost never welcome. Managers and supervisors are hired and promoted based on favoritism and nepotism. Management is a collective yes mam's and has not moved foreword because of this. Management and the site directors never make themselves available. Always in meetings discussing clueless direction then change it continuously. All talk, no do. They spend so much time and resources in changing the seating on the floor instead of 1 on 1's to allow agents to be the best they can be. Most supervisors and leadership in general hardly ever say hello when in passing, huge sense of egotism. They let a lot of highly productive seasoned agents go so they could hire part time agents at half the rate, part time, through employee agency's so they wouldn't have to pay for healthcare. Once this was done, the training department had huge cuts as well, so these low caliber agents were given poor training and not enough of it. Quality was non existent, and if there was, it was because of the small handful of seasons agents that DO the right thing, but then are literally, verbally, threatened about the handle time. Service level has suffered, because of all of the above, supervisors are then put on the phone to help with the que, how can they do their job, if they are taking calls? The formula that leadership has created is chaos and hope is dead unless someone comes in and stops the madness.

    Advice to ManagementAdvice

    You tried to house clean to save money to help recoup from your poor decisions that created dysfunctional centers. If you care about the Brand, step down now before you destroy what's left of it.

    Doesn't Recommend
There are newer employer reviews for CSAA Insurance Group

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