Mismanaged - Mistreated - Misaligned - PLEASE READ - Member Experience Consultant HBF Employee Review

( Dear Glass Door, please do not delete this review. Everything stated below needs to be said ) There is a multitude of Cons when working with HBF, whether it is terrible management, nepotism throughout the company, lack of communication, or terrible pay. HBF while a good Health Insurer is a nightmare to work for. Management frankly, has no idea what they are doing. Anyone other than the Member Contact Centre ( MCC ) has no idea what the business goes through. Decisions are made by those who have no idea how to interact with our members and what our members require. With literally no support on the front line, we are expected to be belittled, bullied, harassed, yelled at, and even abused, while " setting the expectation " to maintain almost impossible-to-achieve KPIs. The people who set these KPIs have been seen watching the Superbowl during some of the most busy times of the year. As a consultant, I have seen management do nothing during my entire time at HBF. PLEASE PLEASE PLEASE, add something to retain our long-standing members. Jesus, the number of members we are losing because we can't retain anyone ( Much like your staff ) is crazy! Recently a new form of " Live-Tracking " has been introduced to HBF. It has been promoted to " Better Help Our Members " and to make sure we " Do The Right Thing ". However, all this leads to unhappy, overworked, and underpaid staff. I consistently get asked every single day if I am in " After Call Work " what am I doing? Do I need help? Frankly, I have some of the best stats across the MCC. With some of the highest conversion rates as well. Most of the Team Leaders who message me, I believe have similar if not less experience than me. It is demoralizing to be asked by someone you just had lunch with to " Get back on the phone " Or " What are you doing? ". Even asking for help from the people who are meant to support us falls on deaf ears. When asked to do claims for a day ( A different form of work without answering the phones ) they say they have no availability for it and instead, I should take leave. How rude. No matter what family event is happening there is no exception. HBF prides itself on its flexible working arrangements, which is bull. There is NO flexibility. There is NO understanding. Team Leaders, often belittle us. They often make us feel like we are doing a terrible job. Even when our members rate us 10/10, there is still SOMETHING that could be improved on. What a joke. Even with the " Upcoming " update to our systems. Where we had to cancel holidays, in which we had to train separately, is STILL pushed back. WITH NO COMMUNICATION. Days before the change is about to happen " Sorry we are pushing back the day again :) ". We have been promised a 1000$ bonus with no answers, from any leader. Pathetic. Don't even get me started on the pay OR the stupid conversation framework. Or the misleading training. Or the Nepotism! Disgusting. I would actively love to have a conversation with anyone higher up, but they will continue to hide on the upper floors while the hardest-working people are paid the least, and thrown around the most. I have constantly asked about moving positions. I have practically begged upper management to be a trainer or claims processor or even just a simple processor. DIRECTLY THROUGH TEAMS, with little to no follow-up. If I could give 0 stars. I would.