USAA

  www.usaa.com
  www.usaa.com

USAA Reviews

Updated November 19, 2014
Updated November 19, 2014
839 Reviews
3.6
839 Reviews
Rating Trends

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

Review Highlights

Pros
  • Great benefits and a wide variety of possibilities with such a large company (in 157 reviews)

  • good work life balance if you have a good/flexible manager/ good pay (in 40 reviews)


Cons
  • Call center environment so you're at your desk taking phone calls the entire shift (in 102 reviews)

  • There is NO work/life balance as they would like others to believe (in 24 reviews)

More Highlights

128 Employee Reviews Back to all reviews

Sort: Popular Rating Date
  1.  

    Great for a new college grad or someone who just wants to 'coast' for the rest of their career.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Financial Foundations Specialist - Mortgage in Tampa, FL
    Current Employee - Financial Foundations Specialist - Mortgage in Tampa, FL

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

    Pros

    Very easy job with no skill or knowledge requirements.
    Great Benefits, annual bonus, employee discounts, onsite gym, health incentives, covered parking, no smoking on campus, tuition reimbursement.
    Average salary for the job.
    They have a great membership following, its almost like a cult. This is great for the company, helps them grow and should assist with company growth

    Cons

    They set the expectations way too high which makes the reality worse.
    They prefer you to say yes, don't ask too many questions and don't go against the status quo.
    Micro, micro, micro managed!. Its really bad and can be unbearable depending on your Manager. Certain managers harass you for being 1 or 2 minutes late from break/lunch which makes the job very stressful.
    Need to be more proactive instead of reactive. They don't look to fix processes until it blows up and members post on Facebook about it. They were advised on the same problems by employees for years prior.
    No available mentoring or knowledge advancement through leadership.
    They don't manage people, only statistics and metrics.
    All the managers do (during coaching) is give you scripted, ambiguous jargon they've received from higher ups. It would be great to learn some real professional tools/ knowledge I could use to advance my career. My best advice is to use the tuition reimbursement. Although you won't be able to use it on the job or with USAA, you can carry it to your next company.
    When hired, we were advised about so many opportunities for growth and advancement but found that is only available in the corporate office (San Antonio).
    The way you're rated/scored for promotions has nothing to do with knowing the business or products. Although this is great for people who don't care to learn the products and business, its frustrating when the person who has no clue whats going on becomes your Manager.

    Most of my friends are like me; want to learn, progress, pursue advanced degrees and certifications so there's no way I can recommend usaa to a friend. I constantly tell them to look elsewhere unless they just need a job for the short term until something better come available.

    Advice to ManagementAdvice

    Change the scoring/employee benchmark ratings. None of it has anything to do with knowledge or knowing the products which should be the focus. All you have to do is stay on a call forever (which we all do) and management perceives you as a great employee and worthy of promotion. That is not a skill!!

    Doesn't Recommend
    Neutral Outlook
    Approves of CEO
  2. 2 people found this helpful  

    Great benefits, good company for brown nosers.

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

    I have been working at USAA full-time (more than 5 years)

    Pros

    Great benefits, the benefits were the best thing they had to offer.

    Cons

    A lot of favoritism went on. And those are the people who advanced...

    Doesn't Recommend
    Neutral Outlook
    Approves of CEO
  3. 2 people found this helpful  

    Negative work environment

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

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

    Pros

    Great facility, Gym and multiple cafeterias and educational benefits

    Cons

    There are very limited growth opportunities especially for non ex-military employees. There is no defined promotion path. Public image is far from reality. It is like a titanic ship, slowly slowly sinking.

    Advice to ManagementAdvice

    Practice what you preach. Management needs to work on their communication and respect their employees.

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
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  5. 4 people found this helpful  

    Call Center Operations Research Contractor

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Operations Research Analyst Junior in San Antonio, TX
    Former Employee - Operations Research Analyst Junior in San Antonio, TX

    I worked at USAA as a contractor (less than an year)

    Pros

    Talented employees, beautiful facilities, great benefits and opportunities for employees alike.

    Cons

    Worked for 2 weeks as an Operations Research Contractor. Management decided they needed a programmer for the role and ended contract abruptly. I had traveled a distance for the role(New England), so it was terrible for me.

    Advice to ManagementAdvice

    Better planning and Consideration for contractors is needed. Especially if the contractor is coming from a distance!

    Doesn't Recommend
  6. 7 people 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 (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
  7. 6 people 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 (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
  8. 3 people found this helpful  

    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 (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
  9. 9 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
  10. 4 people found this helpful  

    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 (more than an 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
  11. 4 people 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 (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

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