Pros
working from home but that's it. everything else was awful and trust me you can find companies who will you pay you 30% more to do the same exact job with better paid time off.
Cons
The managers don't actually care if you do well and will not stick up for you to upper management if you are not hitting any one of their numerous metrics even if your customer surveys are exceptional. Ultimately, they will smile in your face while writing you up for not resolving claims quickly enough and then tell you that the write up is what you need to improve and somehow for your own good. (insert eye roll here) There are no opportunities for upward movement unless you plan on moving to a different state I.e. Plano, TX where they just built a massive campus. Even still, they notoriously do not hire enough people to support the workload and it leaves a lot of exceptional workers unfulfilled and lacking motivation to perform at their best. The bonus is minuscule compared to other companies and so is the time off. Also, don't even think about taking a day off! Your workload will just sit on your computer and pile up as there is no adequate support staff to help move things along while you're out. Instead, you'll just be confronted with very angry customers upon returning to work and a manager who just leaves you to deal with it. The only sense of camaraderie in the office is fostered by a mutual sense of hatred towards upper management. (but don't vent to your friends too much as managers are constantly monitoring your Skype availability status and will bring up how much you're talking to your co-workers in your performance meeting). Good luck trying to move to a different department as well. Your metrics are your resume and if your calls answered live isn't high enough, kiss your aspirations for other roles goodbye! They do not care about the quality of your work or the experience/background that you bring to the table. They only care about surveys and how quickly you can close a claim. Any attention to detail will only lead to you being reprimanded. Management also conveys a sentiment of "if you can't handle it, just leave" so don't think they'll work with you to improve either. You are just a number to them and they will gladly put someone else in your exact same chair. IF YOU ARE SOMEONE WHO ENJOYS NOT FEELING LIKE AN ABSOLUTE BLACK HOLE OF ANXIETY ON SUNDAY NIGHTS BEFORE WORK DO NOT ACCEPT A POSITION AT LIBERTY MUTUAL. You will most likely end up in therapy for years to come after accepting such an endeavor.