Miserable Company Wrapped In Buzzwords That Pretends to Fix Problems - Customer Service Representative Liberty Mutual Insurance Employee Review

I will try to be as thorough as I can and I expect someone at LM will reply to this like everything else with some copy and paste message that is empty calories at best. This will be long but I want to cover as much as possible because this page is drowning in positive reviews which seem to be burying any fair and level criticism. Honestly I didn't mind my job and did enjoy it but the bulk of the issues are on the company's end and are things that are within their control to fix and improve on. For the record, all issues detailed were either put on the monthly survey or brought up directly to leadership - people on my team all spoke up on these issues. There were team meetings where we tried to address and find fixes for long standing issues but management would talk about talking about things and just move on. They just make you feel like they are listening. Employees routinely bring up issues and management will half-acknowledge concern was raised but nothing gets corrected. I truly do not know what my manager did aside from be paid a lot more than I was and never be around or understand what their employees do. -Managers do not lead and when there is a critical issue you are told "do what you think is best :)" No one wants to own their work so the blame always shifts and its always someone else's problem. The promotions make zero sense and the favoritism is very clear and apparent. Including managers shutting people out of applying to be promoted in a team for a senior role. Instead, they're promoting people who have been on the team for roughly 6 months and still don't have a grasp on the role and responsibilities/are still making a lot messes. When the topic was brought up with the manager, they became verbally combative. - Getting time off is a joke. You have to bid a year in advance and honestly life anymore is hard to plan for. If you don't plan good enough for them, they will give you an ~occurrence or a demerit. Because they don't have flexibility for scheduling and won't staff for adequate coverage, there are people just calling out when they need a break and managers throw tantrums and get passive aggressive about you being out - even if you legitimately sick. If you have to go on medical leave they will drain all your time off and they will have expected you to know all the rules in the employee book. I needed time off for a medical emergency and was shocked to return and find they took my time and thus tried to revoke my future vacations I bit on 10 months prior. They will say you have ~flex time but depending on your shift, using the time will never be approved and you are hosed. They will go on about work life balance and taking care of yourself but hardly anyone can even schedule time off for appointments. If you mention this issue, your manager will tell you to call the free therapy line because that apparently supposed to fix all. -Pay isn't competitive when you look at all the job responsibilities. Additionally your screens will be recorded at all times and then management will spy on your and use it against you to try and dock your performance/drag down your bonus. For example, I got scored low because after a call, I messaged a coworker to warn them of an account with fraud tags and that the customer would likely call back and to watch out for it. The pay is by grade and they try and make it look fair and equal but it isn't Managers routinely tell you not to talk about pay or bonuses which is against the law. But they know enough not to put that in an email. In my department there were contractors routinely referred to by their pay grade number 6, they did a lot of the same functions as I did as a grade 8. It was very uncomfortable because the contractors are often non-white employees and it doesn't seem to speak to Liberty's values of fairness to keep hiring contractors who are of groups that are systematically, routinely and historically paid much less than white males etc etc. -When we were in office they cared so much about our ergonomics and well-being and made sure our setups were comfortable and didn't cause strain. The second we all left the office they gave up and don't care. We have begged for reimbursements to improve home setups and buy quality chairs for better back support but they have ignored this for for years. They dropped all these building leases and did nothing to improve the environments of employees. -They LOVE to pat themselves on the back for their ~diversity presentations but often the materials presented are out of date/very inaccurate and offensive. When I would bring up to managers the issues with say the pride materials I never got answers. For example it is very clear the pride materials are from a white gay male framework. They can barely acknowledge trans people and do not acknowledge non-binary individuals. Most employees are forced into having to use their deadname at the company. No communications guides exist for how to best interact internally or externally with regard to pronouns. They were requested several times over years and nothing has materialized. Additionally, most of their materials do not meet minimum guidelines for accessibility. They do not prioritize accessibility and it is the employees burden to request materials with captions etc. They do not exist. -My department had roughly 6 months of mandatory overtime but curiously it seemed those with kids were able to slip out of/work less. On my team managers did not assist the team in working to get ahead on emails. However in other departments in my unit, the managers were helping their teams catch up. Managers ignored survey feedback on their lack of contributions or acted like answer 5 emails was sufficient when team members were doing over 100 emails.