Customer Service Coordinator (Former Employee) – Windsor, ON – 6 February 2018
I worked in the Travel Insurance division of Cypher Systems called Active Care Management for 6 months, because truthfully I couldn't take another day there. The hours you are scheduled to work vary on a weekly basis (7am-3pm, 8am-5pm, 10am-6pm, 12pm-8pm, 3pm-11pm) and includes working on weekends; sometimes just 1 day or both Saturday and Sunday, and working Holidays since this company is open 24/7, 365 days a year.
Before this job, I didn't even know anything regarding travel insurance so I had to learn quick. CSC Group did an excellent job during my 2 week training program of preparing me and my fellow co-workers of the ins and outs of the business. With that said, the job was extremely stressful; you deal with people over the phone who can be going through extremely difficult situations and even life threatening during or before their travels. You are the very first person they speak to and ultimately start their insurance claim/case. You go through policy wording to see if their situation is covered by the insurance; and when it isn't...good luck. I have been called every name in the book, screamed at on a daily basis and even shed a few (a lot) tears at work. It's tough. You do get Team Leaders that help and assist you if you have any questions or need help (they are GREAT) and can always approach fellow co-workers for advice. But you are constantly stressed out; not knowing what the next call will be like. The customer service coordinator role is what I called a "dumping station" because it involves an array of different jobs from the different departments of Activemore... Care Management.
Truthfully, there are SO many negatives about this job especially pay and benefits. I stared at a computer screen for 8 hours a day, every single day and there was NO eye/vision coverage. When I told HR this during my exit meeting they stated every single employee feels this way. Not to mention you get paid the bare minimum for a job that takes the life out of you- emotionally and physically. Now, I could be working at a Tim Horton's or a retail store and make roughly the exact amount I would have made an hour at CSC.
But, there are positives about the job. It does give you the opportunity to help others- and that is extremely satisfying. In terms of workplace culture, I have never worked with so many kind, intelligent and nice people in my life. I was truly blessed with amazing co-workers and Team Leaders that made the bad days easier, and the good days even more enjoyable. Also, the company puts on events/parties throughout the year that are truly unbelievable and at the office regularly through mini events (like a pizza lunch, ice cream bar, hot dogs during the summertime etc).less
Great if you want to see incompetent people being advanced
Insurance Broker; Sales Account Manager (Current Employee) – Windsor, ON – 18 January 2018
The level of incompetence at management levels is astounding. The salary is barely above minimum wage and the commission is less than 1% on total amount of policies you sell. Your work like a dog to get mere scraps. Horrible company.
Insurance Broker (Sales) (Current Employee) – Windsor, ON – 17 January 2018
Constant favoritism going on in the office. terrble benefits they didnt even raise anyones wage when minimum wage went up. they even proudly displayed confederate flags one day at work. terrible work culture and management is the worst i have seen in all my years.
Customer service insurance broker (Current Employee) – Windsor – 12 January 2018
The hardest part of getting hired on was passing the ribo exam. Lots of learning about insurance. The company pays for all the training and if they like you and you don't pass the exam the first time they may let you try again and hire you back on.
I work in auto/home insurance. I recently got moved to another brokerage within cypher systems group and work 9-5 with an occasional 10-6 that is on a rotational basis. No weekends. I got a raise within 6 months of being with the company. Found that very generous because my past employers never gave raises and the ones that did were like .05 cents extra an hour. This was a decent raise for a new employee.
It can be very overwhelming especially in training. But once you start on the floor they have broker coaches who help you and they don't push you to take many calls. They let you go at your own pace. They are never on you about your time off the phones. The supervisors and senior brokers are very understanding. You have a lot of responsibility but once you get more experience the better it is. On average I take 13-15 calls a day on a busy day. The hardest part is learning home insurance because there a much more info that goes into it and you don't take as many calls as you do with auto. Also you'll have an occasional call about a recent accident and that can be tough. The management and supervisors want you to succeed and they want loyal employees. I love my job and very thankful to have it. I've worked for many bad employers and this company is definitely not one of them.
People can complain about lower pay for an insurancemore... broker but if you work hard and show loyalty you will get raises. There is also ways to make commission even as a customer service broker.
accounts manager (Current Employee) – Windsor, ON – 30 December 2017
Great place to get started in the insurance industry. Great training program. Good Co-workers. Great hours. Micro managing is too much, I feel if we are good enough to be hired and if we make it through the training, are given binding authority, and take calls on our own then we should not be subjected to that level of micro managing. The calls are 100% voice recorded, random calls are pulled and reviewed for coaching purposes. But there is a computer system tracking every call and is set to search for certain words, also it scores us for repetative word use eat. This is the system they use to determine if we make bonus and is used to determine raises. This system tracks internal call as well, not fair system.
Insurance broker (Former Employee) – Windsor, on – 6 June 2017
I had worked for cypher systems for 7 yrs. Within 7yrs as a top performer and continually hitting targets and tiers i was NEVER recognized or treated anyway different than a brand new broker with zero training and lack of knowledge.
Within 7yrs i made 2000$ more in salary than a brand new broker. You are told that you work days and a rare afternoon shift which is INCORRECT and that there are no saturdays; also 100% incorrect
There are a select few brokers, team leaders or managers that ACTUALLY care about their staff. The brokers on the phone, working hard, taking calls, listening amd fighting for money are nothing more than a " id number",on a piece of paper.
Sure there is opportunity to grow; if they like you and want you to grow. If not you stay where you are and "deal with it". The owners of the company have no idea of what is actually going on and i feel if they did, things would change. I would hope so anyways being this is a family run company.
They under pay in salary , by 1000s after giving a "career" and the reason there is high turn over is because voices are deflected, youre told to get over it and everyone is rated and treated the same NOT individually.
Hard working staff leave and go where they are appreciated and sadly thats not the case here.your minimalist staff stay and sit around doing nothing because NOBODY is making money anymore
Sales Account Manager (Current Employee) – Windsor, ON – 5 June 2017
I've been in the sales department for PC insurance for over a year and it's been great! We are a close team and everyone helps each other out. At first it's a lot of information but it's paid training and there's a lot of support. The Team Leaders and Sales Manager are awesome they are involved and very helpful.
Fun, great co-workers, management cares, potential to make alot of commission after only a few months, leads come to you so no cold calling
Sales Broker (Former Employee) – Windsor, ON – 31 January 2017
Worked there for five years and always gave it my best. Moved to a sales role at Inova and was fired due to not meeting sales expectations. This company does not value employees. I was continually being picked by my team leader and made to feel like I wasn't going to ever succeed in this role or company. Glad I was fired, working my dream job and I'm doing exactly what I love.
Server Broker (Current Employee) – Windsor, ON – 30 January 2017
If only I had listened to the reviews before I was hired on, I could have avoided an unfit position. The call center environment is not for everyone and you really cannot be sensitive to the verbal abuse from dealing with difficult customers on a daily basis in order to work here. The job is stressful but stimulating as each situation is unique and requires a comprehensive knowledge of each insurance company's policy and the rules are constantly changing. You will have all the training and support you need but the structure is so rigid for quality assurance that you will feel micromanaged and there is no flexibility in solving customer concerns. Legitimate claims and concerns are repeatedly denied and it is no wonder the client's are all upset. But you will scored on your ability to handle the client's unrealistic demands as the program they use will pick up any aggravation in verbal tone, including the client, even when you are following the standard procedure. Your performance is scored unrealistically and is not aligned with the company's expectations. Even when meeting or exceeding the performance standards there is very little compensation. There is little incentive to stay with the compensation not matching the job requirements as well as no dental or vision. If you have the ability to deal with the daily stress and are motivated you will move up in a company with a great team, eventually some years later, but the turnover is high as not everyone is capable of becoming an insensitive drone.
Active Care Management - Claims Team Leader (Former Employee) – Windsor, ON – 28 January 2017
CSG is a leading member of the Windsor/Essex community, Being a part of this team was rewarding on many levels. I enjoyed the customer facing aspect of my role and the behind the lines support I was able to offer my peers
Team Leader/Supervisor (Current Employee) – Windsor, ON – 4 October 2016
I been here for almost 7 years and I never worked in a place like this before where our constant growth allows you to improve and move up. CSG has a family-like atmosphere; its a team driven by the same goals – to constantly improve and help each other. The owners are family oriented and for that reason they take care of their employees in many ways , parties, lunches or tickets for sports events but they also have a huge sense of community and like to help when is needed, it could be one employee going through a difficult situation or an institution.
Company growth which allow you to move up
Learning curve- you have to stick to it to excel - results- you are going to ended up with a career
Team Leader (Current Employee) – Windsor – 30 September 2016
I have been with this company now for almost 7 years and have moved up twice because I am very driven and hard working. I am the type of person that needs to continually learn to keep and engaged in my role and there is not a day that does not go by where I don't learn something new.
The owners really take an interest in their employees and reward them in many different ways whether it be free lunch, parties, tickets to various sporting events including tigers, spits and red wing games.
Continuing education to make you a more rounded employee
There is a learning curve but if you stick with it you will come out with a wealth of knowledge
Account Manager (Former Employee) – Windsor, ON – 23 July 2016
For those qualified, there exist opportunities in IT and Operations with long-term potential and decent salaries; typically such roles are not related to the call-taking jobs the company regularly advertises and so don't require the same 3-week training, RIBO certification, 1-year-until-commission business model and so on.
For everyone else, there's the misnamed account service manager or account sales manager post, which is basically selling insurance plans to random callers who phone into the call center (and thus has no managerial implications from a salary or direct report supervision standpoint). This is preceded by a 20-day training course where groups are split in 2 and parceled out to two trainers. If the exam is successfully completed, you're assigned to one of the brands under the company umbrella and assigned a cubicle, headset, and computer to take calls. The quality of the trainers is mixed. Some relatively new and easy-going, and others (or at least one of them) are tenured, have dated knowledge, limited patience, no people-skills, and huge egos. Expect to be told to leave the course/property if you dare to question the way the class breaks or end-times are synchronized or any other aspect of the course instructor's teaching method. -There is a relatively strict dress code (compared to most call center environments) that eschews shorts (even long ones) on men or jeans (even clean ones with no tears or bleaching) on everyone. Women can apparently wear knee-length skirts and wear high heels or flip flops, but men are expected to wear dress shoes. It would bemore... therefore accurate to describe the apparel proscriptions as discriminatory by gender. -In the first year, you receive no commission. Instead, your sales are reviewed and closed by "senior" brokers, who get the credit & pay. This status quo is apparently not ended at an exact date in your second year but rather at the discretion of the team leadership crew. There is thus little incentive for performing or ambitious agents to excel early on in their mandate. -There is little flexibility in terms of scheduling. Moreover, you will be reassigned continuously to different brands/companies based on business needs. Therefore, you may learn your script for one company only to find yourself rehearsing a new one the following week. Agents have no voice in this process and refusal will naturally lead to some form of disciplinary action.less
they'll hire anyone without a criminal record
terrible, dictatorial trainers, indifferent management, stifling dress code, bad pay, deferred commission in 1st year
Service Account Manager (Former Employee) – Windsor, ON – 25 June 2016
There's a reason there's so much turnover at this place and why they're always hiring. You're promised that it's a corporate job with opportunity to advance but it couldn't be less true. Everyone is educated and over qualified due to the Windsor job market, advancing up in the company is near impossible due to that. The job itself is taking calls and dealing with client complaints over the rising costs of insurance. You come in 9-5 everyday to get screamed at and disrespected for 8 hours, you have to follow up with these nasty clients and obtain proof of winter tire discounts, ownership etc. Not worth the pathetic salary they pay you and unless you're in sales the commission is a joke. Don't leave your steady full-time job for this, if you don't like constantly getting disrespected and screamed at over the phone for 8 straight hours don't bother. The biggest pro is the supervisors and team leaders are beyond amazing and if you need help they will be there to address your concerns. No dental is laughable and appalling and the wage is truly pathetic, you're a licensed insurance broker making less then an assembly line worker.
Service Account Manager (Former Employee) – Windsor, ON – 10 May 2016
It's a call center. A glorified call center. The only pro is that your co-workers are amazing. But they're all over-qualified to be sitting on a phone all day - thus making any opportunity to advance in the company near impossible. And to top things off - you're dealing in insurance. Who likes paying thousands a year and often having nothing to show for it? So essentially, everyone that calls in is absolutely miserable. There are people that enjoy the job...can't understand why...but it just isn't something I could do for the rest of my life.