Soul Crushing - Customer Service Representative MetLife Employee Review

This was the most depressing job I've ever had. The Annuities customer service department was miserable. Security was absurd, callers had to restate their information several times in the IVR before they got to you, at which point you force them to repeat everything that they just said, which always started things off on the wrong foot. The systems were constantly failing, forcing you to take calls even though you could barely get information to verify the caller. Consistently had to tell Co-owners that due to the primary owner passing away the beneficiary would receive the death claim, thus creating absurd situations where a wife has her husband die and expected to receive $1100 a month till she passes away as co-owner but instead a church will receive the funds only for as long as she is alive. These policies ruined lives, and my department had to give the bad news to the callers on the phone. Management would discourage unscheduled bathroom breaks, calls going over 8mins, and any time away from your phone. Cold Transfers were encouraged, Leading to upset callers. This all led to a direct battle between providing quality service and potentially getting fired for not hitting your quantitative numbers. My department was miserable all the time from this. They should have left anti-depressants in the candy jars. Stress eating was the only reward for the position. Again, it was awful.