USAA Reviews

Updated August 26, 2014
Updated August 26, 2014
795 Reviews

3.5
795 Reviews
Rating Trends

Recommend to a friend
Approve of CEO
USAA President and CEO Joe Robles Jr.
Joe Robles Jr.
593 Ratings

Review Highlights

Pros
  • Great benefits and a wide variety of possibilities with such a large company (in 138 reviews)

  • Work life balance is important to the company (in 34 reviews)


Cons
  • Call center environment so you're at your desk taking phone calls the entire shift (in 90 reviews)

  • There is NO work/life balance as they would like others to believe (in 22 reviews)

More Highlights

138 Employee Reviews Back to all reviews

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  1. 7 people found this helpful  

    High School Popularity Contest

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Executive
    Former Employee - Executive

    I worked at USAA full-time

    Pros

    Great Mission. Difficult to write 20 words, can't think of anything else.

    Cons

    Managers take full credit of your work
    Do less but claim more, if you like doing that, join this company
    Quality of output does not matter, your popularity matters. Feels like you are competing in high school popularity contest.
    If you are not a yes man, forgot about career in this company
    No formal way of performance management since it simply does not matter, read my earlier bullet
    Not from Military, your life is miserable

    Advice to ManagementAdvice

    Stop promoting useless fellows and bringing sub par talent from outside. You promoted a person who can't spell mortgage and brought an extremely incompetent girl from outside and put her in consumer lending. Inefficiency breeds inefficiency. So get rid of people at the top who are useless else they will surround themselves with useless fellows. Since the CEO is retiring, looks like he does not care a thing anymore.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  2. 1 person found this helpful  

    Phone Jockey

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Financial Foundations Specialist  in  San Antonio, TX
    Current Employee - Financial Foundations Specialist in San Antonio, TX

    I have been working at USAA full-time for more than 3 years

    Pros

    The pay seems to be good for being a "call center job." The annual bonus plus the fact that you are not on commission also makes the job a bit more manageable.

    Cons

    The lack of growth is my biggest gripe. I have literally been doing the same job since the day I got here. The opportunities to grow into other areas are next to nil. There are employees that spend their ENTIRE career in the same call center job. This notion is very depressing. In addition, there is a tremendous push on sales. Regardless of how the call goes, you are expected to uncover something, which means asking a lot of crazy questions to "uncover needs." Based on what you find out, you attempt to convince the member to accept a referral. Unfortunately, this causes many colleagues to use questionable strategies to get members to accept referrals at all costs. And as you can imagine, you are measured based on your numbers/statistics. This involves how close you adhere to your schedule, referrals extended/accepted and other products depending on your specific job/expertise. Unfortunately, It seems like your intelligence/education/professional background are not valued much if you are working the phones.

    Advice to ManagementAdvice

    Allow employees to grow professionally. Obtaining "additional skills" means being allow to move around the company, not just being sent to a class on campus in order to be able to take other types of phone calls.

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
  3.  

    Insurance Rep - Phoenix

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Insurance Agent  in  Phoenix, AZ
    Current Employee - Insurance Agent in Phoenix, AZ

    I have been working at USAA full-time for more than 3 years

    Pros

    Set schedule, Shift premium if working weekends or past 6:00, helping our members who are almost all positive and a pleasure to deal with. Benefits are second to none.

    Cons

    Managers will micromanage every part of a call to hunt for errors. If the call was a good call they will look for one that isn't to find an opportunity. In some cases managers are 2 faced. They may change expectations or scorecards without communicating to the team. Each manager has their own scorecard or expectations for their team. There is no set standard that people are judged against. You may be a superstar on one team and lackluster on another. Weekly one on ones will usually be negative depending on the mood of your manager.

    Advice to ManagementAdvice

    Get on the same page throughout the company on your set of standards for the people on phones. There is no reason one manager should give high 5vs to their team while another team doing the same things are being punished. If you are going to have a bar, set it evenly.

    Doesn't Recommend
    Neutral Outlook
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  5. 1 person found this helpful  

    Used To Be Great, Now Not So Much

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    I worked at USAA for more than 10 years

    Pros

    Paid time off. Campus cafeteria. There are some really good people that work here though they are few and far between. Christmas party is extravagant.

    Cons

    Benefits are being cut gradually every year. They like to perpetuate the idea that they listen to employees but never actually do. Turn around at the executive level is becoming excessive. Public image is far from reality. Sinking ship mentality and outsourcing have many employees fearing for their jobs. Pressure put on those already doing the lion's share of the work instead of reprimanding and correcting the behaviors of those that do not.

    They will attempt to sway your voting decisions and political views to benefit the company. An underlying "whites not welcome" mentality is a serious red flag.

    Advice to ManagementAdvice

    Practice what you preach. Just because you say you don't micromanage doesn't mean that you don't actually micromanage.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  6. 1 person found this helpful  

    Restructure internal reward, award your frontline

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Member Relationship Specialist I  in  Tampa, FL
    Current Employee - Member Relationship Specialist I in Tampa, FL

    I have been working at USAA full-time for more than 3 years

    Pros

    Health Benefits
    Christmas Bonus
    Yearly Bonus
    Paid time off (up to 30+ days of paid time off w/in first year)
    In house gym

    Cons

    Technology
    High Call Value (BACK TO BACK)

    Advice to ManagementAdvice

    Stop MicroManaging and Focus on supporting your reps in the time of need

    Doesn't Recommend
    Negative Outlook
    Approves of CEO
  7.  

    Frustrating company to work for.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Claims Adjuster  in  Tampa, FL
    Current Employee - Claims Adjuster in Tampa, FL

    I have been working at USAA full-time for more than a year

    Pros

    Serve an extraordinary group of members.

    Cons

    Call center environment, limited upward mobility, low pay compared to industry, micro-management

    Advice to ManagementAdvice

    Consider promoting employees that are qualified to do the job and expanding different operations to the regional offices.

    Doesn't Recommend
    Neutral Outlook
    Approves of CEO
  8. 1 person found this helpful  

    Get me outta here

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    I have been working at USAA full-time

    Pros

    good benefits, yearly bonuses, Holiday bonus

    Cons

    very little opportunities to advance, job gets very boring; on the phone 8 hours, expected to stay exactly on schedule

    Advice to ManagementAdvice

    offer more flexible schedules and schedule options.

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
  9.  

    The day goes by really fast.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    I have been working at USAA

    Pros

    The day goes by really fast.

    Cons

    The day goes by really fast.

    Doesn't Recommend
    Approves of CEO
  10. 1 person found this helpful  

    Summer job to screen for full time workers.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - MSR IV  in  San Antonio, TX
    Former Employee - MSR IV in San Antonio, TX

    I worked at USAA part-time for less than a year

    Pros

    Great training program and facilities. I came in with NO call center experience and they churned out a phone answering person. They worked with me when I struggled. They promote from within.

    Cons

    If you don't cover the 3 mandatory questions at the start of a call as required by the big man, then you are in trouble. Since it is a call center, you are micro managed. You can get on your supervisor`s bad list in a hurry. The pay is horrible, but then again it is in San Antonio.

    Advice to ManagementAdvice

    Take a step back and really evaluate the talent and not push someone out because you can.

    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO
  11. 1 person found this helpful  

    Company Culture is changing... and not in a good way.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Claims Adjuster
    Current Employee - Claims Adjuster

    I have been working at USAA full-time for more than 10 years

    Pros

    Pay, including Christmas and annual bonuses are decent.

    Cons

    Tied to phones and every minute of the day is monitored with little flexibility. If you try to complete a task that takes longer than 5 min, managers IM you to get back on the phone. They are constantly understaffed and expect you to do more with less. Members no longer have the loyalty and love of the company and are more likely to be belligerent or demand coverage for losses for which there is none. Leadership constantly says they recognize the struggle and thank you but don't do enough to actually fix the issues. They say they have an open door policy but actually speaking up is considered "complaining" and is frowned upon no matter how constructive or polite you phrase your concerns. Finally, to get ahead, many people break company rules and fraternize with managers outside of work and cheat the phone states to get ahead, and it usually works putting honest employees at a disadvantage.

    Advice to ManagementAdvice

    Hire ahead of the attrition curve. People leave because of stress and the turn around time from posting an opening to having a trained person in the desk is so long that jobs are not forecast to cover the constant loss of people and the increasing customer base.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

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