USAA
3.4 of 5 720 reviews
www.usaa.com San Antonio, TX 5000+ Employees

USAA Reviews

Updated Jul 3, 2014
All Employees Current Employees Only

3.4 719 reviews

                             

88% Approve of the CEO

USAA President and CEO Joe Robles Jr.

Joe Robles Jr.

(540 ratings)

65% of employees recommend this company to a friend
114 Employee Reviews Back to all reviews
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    Huge disconnect.

    User Experience Designer (Former Employee)
    San Antonio, TX

    ProsGreat building with lots of amenities.

    ConsTop level management and front liners are amazing .... It's the ineffectual, bloated, and insecure middle management that is frightening.

    Advice to Senior ManagementLean teams of experienced employees who have a distinctive voice are what is needed at USAA. The second floor is full of inexperienced people with nothing more than management training -- stalking around in hallways looking important and fighting for titles should not be an actual career path.

    No, I would not recommend this company to a friend – I'm optimistic about the outlook for this company

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    Average Company at Best

    Financial Foundations Associate (Current Employee)
    Tampa, FL

    Pros~ Great Benefits (Health, Up to $10k for College, & 401k Match)
    ~ Grounds are Beautiful

    Cons- MicroManaged
    - Unrealistic Quality Standards
    - On-Site Gym is Double the cost of LA Fitness, which is much better & had multiple locations
    - Poor base pay. Although the generous profit sharing bonus helps, it only comes in February.
    - Feel like just a number
    - Extremely difficult to get time off

    No, I would not recommend this company to a friend

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    Shock

    Call Center Representative (Former Employee)

    ProsIf you have worked there previously, you may enjoy the culture. They do know how to hire good people, so co-workers are wonderful.

    ConsThere was no definitive answer for most questions. Training felt like a cross between boot camp and a bad public school. For those who weathered changes and expansions and grew with the company, things seem easier. Training is not adequate, and is extremely stressful. I have the impression from others, including customers, that it used to be better. Maybe there was rapid expansion and not enough oversight. Things may get better, since the foundation is good, but not until the problems are faced.

    Advice to Senior ManagementOversight over training for entry level positions should be calibrated and improved.Those who teach should have experience in effective teaching. There was little consistency in method or quality of trainers and managers.

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

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    Claims Adjuster

    General Adjuster (Former Employee)
    San Antonio, TX

    ProsGreat pay and great benefits.

    ConsPrior to starting 10 years ago, I was warned that they would work me to death. I have found that to be true. There is NO work/life balance as they would like others to believe. They tripled in their policy base since the time that I started but did not increase the size of our field claims staff by even one person while other departments kept increasing to keep up with the workflow.

    Advice to Senior ManagementStaff all departments accordingly so that field claims do not have to put in 70 hours plus per week and work while on vacation.

    No, I would not recommend this company to a friend

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    lacking

    Data Stage Developer (Former Employee)
    San Antonio, TX

    ProsThe salary was a bit higher than expected for the area.

    Consif you were not former military, you were treated as a second class citizen. Consultants were also not treated as well as FTE's. Pretty much all consultants are expendable, and there was a lack of respect concerning them. The security was a bit over zealous. Traffic getting in and out is terrible.

    Advice to Senior Managementtreat everyone equally and give more employee feedback.

    No, I would not recommend this company to a friend

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    Sr specialist nms

    Financial Foundations Senior Specialist (Current Employee)
    Phoenix, AZ

    Pros8% 401k match, facility, PCA account card, Starbucks in the building, covered parking, gym, helping the military community

    ConsThey will work you to the bone, computers and IT systems are horrible, expectations are outrageous, never feel like your doing a good job as focus is always on what you could have done better, you are basically guilted into performance and if that doesn't work they will strike the fear in you, scheduling is a joke, PTO must be bid for 1 yr in advance, employees constantly using FMLA due to stressful environment, rules ate made up as you go, employees who are shady get the numbers and are thus promoted, no quality assurance accountability

    Advice to Senior ManagementIf you cant tell the company is going down the tubes and the reputation is on the line, wake up. New price model is ruining reputation as competitors consistently come in lower, if your 97% member retention is not good enough than nothing is, stop selling the MC and hiring car salesman

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

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    outdated systems and isolating culture

    Financial Advisor III (Current Employee)
    Phoenix, AZ

    Prossalary and bonus
    getting and staying healthy can reduce your insurance costs

    Consteam members work varying shifts so you may not discover who your teammates are for a few weeks
    vacations must be scheduled a YEAR in advance, a day off needs over 30 days notice
    schedules change yearly,for entire company, based on when you were hired and how well you perform, currently bidding on 40 schedules, over half of which i have no chance of getting due to initial hire date
     most schedules do not allow 2 consecutive days off
    processes require duplicating work just to get an account opened

    Advice to Senior Managementwealth advisers learn from each other, difficult to do with current team hours/desk set up
    stop the annual bidding, if people are happy with current schedules,why make them change and disrupt their lives? change teams to change schedules

    No, I would not recommend this company to a friend

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    Great place to develop skills or for those who just want a steady paycheck and love monotony.

    Financial Solutions Advisor (Former Employee)
    Phoenix, AZ

    ProsGreat benefits.
    Especially tuition reimbursement plan up to $10k per year.

    ConsMonotonous work on a daily basis.
    Deeply rooted military mentality where favoritism rules.

    No, I would not recommend this company to a friend

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    Inspiring mission & top-notch people, generous benefits, yet unfulfilling work.

    Specialized Investment Services Representative (Former Employee)
    Dallas, TX

    ProsTrainers do an excellent job of on boarding new employees by teaching about company military culture. The idea of serving military men and women and their families is so heart-warming and compelling.

    Leadership makes themselves available to speak even to new hires.

    Rewards and recognition efforts promote a positive team environment.

    At the newest location, the workspace is extremely well-thought-out and ergonomic with adjustable chair, desk and monitor set-up. Spacious, light and airy-- not what you'd expect for a call center.

    Better pay for type of work. Competitive benefits structure- especially retirement plan.

    ConsNo amount of training can prepare someone for the broad range of calls they are expected to service. Even though the job title was "specialized member services," there was nothing specialized about this role.

    Meanwhile USAA has several investment policies that are real dissatisfiers for members. I often felt embarrassed by limitations I had to stand behind when servicing members.

    The job listing and HR mentioned flexible work schedules, but there was no opportunity to work a different schedule.

    Overall- Despite feeling so inspired and proud to work for a company that serves the military, I felt that USAA (Investment Management Company) was typical of any other corporate investments firm with regard to service levels for members, and in some respects (like the rigid member investment policies) less accommodating than other firms.

    The enormity of "going above for those that have gone beyond" evoked a deep, personal sense of pride and responsibility to perform at a high level to serve our members. The reality was I left work every day feeling terrible about the member experience I was providing due to the broad range of call types that I was unprepared for coupled with the lacking associate resources (which meant lengthy holds for members while trying to find answers to seemingly easy questions).

    As a woman, I also felt out of place in a prodominantly male, militaristic environment. The flexible work schedule could have gone a long way in helping me feel that USAA values and understands the need for work/home balance.

    Yes, I would recommend this company to a friend – I'm optimistic about the outlook for this company

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    Great Potential that Falls Extremely Short.

    Sr Investment Services Specialist (Current Employee)
    Phoenix, AZ

    ProsThe Benefits, On site Facilities, 401k Match, Education Advancement paid up to 10k per year, Most Co-workers, and Members that we serve.

    Cons-Low Pay vs Competition
    -Extreme Micro Management
    -Upper Management is always unavailable for members and Monday-morning quarterback everything you do
    -Led to believe doing the right thing is all that matters but in reality only hard #'s do.
    -Adherence pushed to insane levels where next call is all that matters. Are told not to follow up on tasks and to make members wait for things that we do not need them to.
    -0 Accountability from Some Employees. Members transferred to extreme level for no reason at all just to get a referral tick mark.
    -Ancient systems that don't work 50% of the time.
    -Almost non-existent Documentation of events for member.
    -Given almost no power to do anything except simplest transactions. Everything else is just sent as a request to a contractor that almost never responds to member and looks for slightest things to reject your work items.
    -Expected to Up sell on every call even in "Service" roles.
    -Career advancement goes at a extreme glacier pace and outside experience is not considered for promotion possibilities.
    -While Edd-assist program is good, if you want to be able to get Management Level Security licenses (ie: Series 24, Series 9/10, ect) they will only allow you to take them if you are in a managers role. This is another great Catch-22 because they are require to have to get said Manager roles
    -Vacations and time off have to be planed a year in Advance.

    Advice to Senior ManagementGet back to what made USAA great in the first place- World Class SERVICE not Sales. Hire enough people to handle volumes of mbr calls. Treat your Employees like professionals and give them the tools and ability to get the job done for the Member. Middle Management needs to be culled and replaced with Managers and Directors that actually know how to LEAD.

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

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USAA – Why Work for Us?

USAA's Mission The mission of the association is to facilitate the financial security of its members, associates, and their families through provision of a full range of highly competitive financial products and… Full Overview

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