Questions about Express claims

I'm currently working on the Esurance side in the Rapid Response department and have a couple concerns/questions about transitioning to Express (assuming this will happen at some point).

My first concern is a suspicion that it's likely that a least some Rapid Response reps (including me) will be laid off at some point as our hourly wage is higher than what I've seen on postings for Express reps. My question here is if the $15/hour or so that I've seen advertised increases once you become licensed/take on more responsibilities or if are there higher level positions in Express that have a higher hourly rate?

I am also concerned about the work environment. I understand that Express is a call center environment (as is Rapid Response) and wanted to get an idea of what metrics are emphasized the most (i.e. quality, AHT, adherence)? I've seen on other postings that the call volume is fairly high as well.

I would appreciate any input that others can provide, and if any one has questions that I might be able to answer I would be happy to do so.

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Why are you posting about your current job at Allstate on this forum?

they want you to force shops down customers throats and that’s a huge metric . It’s all about quantity over quality . The more calls you take the better numbers you have the more of a chance for raises you get . It’s not much but you do get raises although that could change

Obviously AHT and ACW as well.

Hello. I’m an express employee. To answer your question regarding pay; you typically receive a raise every year depending on your YTD metrics and if you were considered “expected” or “better than expected”. Keep in mind that there is a cap. If you are a licensed processor in Indy, you probably be paid more but no one in my office is licensed and there is little room for growth in express. The metrics that they emphasize (right now anyway) are digital payments, SMOI, and DRP SMOI.

Thread regarding Allstate Corp. layoffs

Questions about Express claims

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