USAA

www.usaa.com

USAA Reviews

Updated January 25, 2015
Updated January 25, 2015
893 Reviews
3.6
893 Reviews
Rating Trends

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USAA President and CEO Joe Robles Jr.
Joe Robles Jr.
667 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

211 Employee Reviews Back to all reviews

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  1.  

    Not for everyone!

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Financial Foundations Associate - Insurance in Phoenix, AZ
    Former Employee - Financial Foundations Associate - Insurance in Phoenix, AZ

    I worked at USAA full-time (less than an year)

    Pros

    Good benefits, great co-workers and members, and nice facilities. A company with a good reputation that serves a great member group.

    Cons

    A call center environment with non-stop calls and the expectation that you be on the phones at all times during your shift. Limited opportunities for professional development and promotion. No opportunity to develop relationships with co-workers or members.

    Advice to ManagementAdvice

    Focus on member's needs and the needs of the people that serve them. The growth/profit model you are currently using will play-out at some point and you will need to go back to the basics that made USAA great.

    Doesn't Recommend
    Positive Outlook
    No opinion of CEO
  2.  

    Mortgage Underwriter

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

    I have been working at USAA full-time (more than an year)

    Pros

    Decent pay
    Annual holiday bonus
    Annual year end bonus
    Decent work life balance

    Cons

    Management red tape
    Should promote on performance not who drinks the most cool-aid
    Many underperforming employees

    Advice to ManagementAdvice

    Live the mission statement that you promote constantly

    Recommends
    Neutral Outlook
    Approves of CEO
  3.  

    Great benefits but will work hard for it

    • 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

    Good benefits and pperformance bonus every year

    Cons

    Micromanagement on numbers and stats.

    Advice to ManagementAdvice

    Claims should not be handled in a call center environment

    Recommends
    Positive Outlook
    Approves of CEO
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  5.  

    Any position OTHER than claims!

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

    I worked at USAA full-time

    Pros

    Great company...maybe moreso from the outside looking in. Great perks (Christmas and an annual bonus). Great benefits. Great opportunities IF you snag the right job. Great work/life balance as long as you don't work in claims.

    Cons

    LOTS of [denied] nepotism. Heavy [denied] favoritism. Regarding the claims department: heavy workload, managers as well as adjusters are VERY stressed. Due to workload, a reasonable work/life balance is impossible.

    Advice to ManagementAdvice

    The perks and benefits are great. However, they are not enough to compensate for the "slave mentality" on the claims floor. Senior management needs to STOP, LOOK AND LISTEN to what is REALLY happening on the claims floor. Ask the adjusters NOT the managers. Managers (and their directors) will tell you what you want to hear.

    Approves of CEO
  6.  

    Financial Foundations Specialist

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Financial Foundations Specialist in Phoenix, AZ
    Former Employee - Financial Foundations Specialist in Phoenix, AZ

    I worked at USAA full-time (more than an year)

    Pros

    Great benefits package. 8% employer 401k match. Pay is right around market for a call center position of this type.
    Decent work/life balance
    Nice schedules for both working hours and non core hours.

    Cons

    Training is minimal at best
    sink or swim in many situations
    management haven't been on the phones a long time or never have been so they aren't much help in dire situations
    too many states to manage to understand every thing going on looking things up on the internal knowledge database is both time consuming and has wildly inaccurate search results
    dedicated billing department seems to be a joke as you handle most/all billing
    transfers to and from different departments are a challenge as most people will push back the call or just cold drop the call onto your line
    most members feel entitled and talk down to you (I'm a Veteran so tac and courtesy have been replaced by whining and blatant disrespect not becoming of a military member)

    Advice to ManagementAdvice

    One team one fight, be accountable for your results and spend a couple hours a week on the phones outside escalations

    Recommends
    Neutral Outlook
  7. 2 people found this helpful  

    Promotions are based on tenure and not performance, but the benefits and flexibility are top notch.

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

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

    Pros

    Benefits are amazing, generous 401k, a ton of time off, flexible schedule, great healthcare, nice gym, holiday and performance bonus.

    The IT area gets a lot of perks because we aren't tied to our desks being on the phone, the atmosphere and dress code is relaxed and the culture is pretty easy going. Ping pong tables, wii, and pool are commonly found around the office, but if you're really working you rarely have time to use them anyway. Work is generally challenging and engaging.

    The job is very easy if you are willing to let things go that don't strictly follow under your responsibility and you CYA.

    Cons

    Employees are promoted purely on tenure and not on performance within the first 6-8 years at the company, at least within IT. This is extremely discouraging, particularly for high performing employees. Many college hires started working at the company with the understanding that their performance would determine their career progression and were promised promotions within the next few months upon increased performance. Once the policy change to promote on tenure was implemented these employees were told they would have to wait twice as long even though they were doing their job at the next level weeks prior according to management.

    Teams often contain complacent members as the company is reluctant to let underperforming employees go. Mediocrity is often accepted as high performance, support from management can make or break your experience.

    The salary is below average but is supposed to be made up for in benefits which is somewhat true. Culture/kool-aid can be a bit much but it is a great mission and the company probably actually lives their culture more than most.

    Advice to ManagementAdvice

    Push back on HR and promote employees as they are ready to take on the next level of responsibility.

    Doesn't Recommend
    Positive Outlook
    Approves of CEO
  8.  

    It's a great place to start a career

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

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

    Pros

    The people are great. Great energy, helpful coworkers and competent management. They invest a large amount into your professional development. Easily 5 months of training in your first year total. 3 to start, than the last two spread out. Your 2nd year, (depending on where you go in the corporation) training can last from 1-6 months.

    Work life balance is pretty good. 40 hours a week, every week unless you want more.

    Senior Management I am 100% confident in.

    The job is easy once you figure it out no matter what department you're in. New Member solutions is one of the more challenging in my opinion because of the sales expectations.

    Cons

    Incredible competition, incredibly high expectations for sales, a lack of concern for the happiness of employees who have been in the department for a long time (new hires can reach their same title as someone who's been with the company for a few years in less than 6 months) and you're on a phone for a living. Lots of politics to get promoted.

    Being on a phone is soul sucking. It's easy to handle, but it's just not enjoyable.

    Recommends
    Positive Outlook
    Approves of CEO
  9. 7 people found this helpful  

    USAA has lost their appeal.

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

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

    Pros

    Great benefits. Decent pay.

    Cons

    Pushy sales atmosphere. I worked for USAA in the late 90's to 2001. The primary focus was providing excellent customer service, that ideology has disappeared. I went back to work for them in 2011. I was so excited to be working for them again. This time I had to take a sales class to teach me how determine what people need by asking questions that has nothing to do with their reason for calling. Basically, it teaches you to be nosy. Members do not like it. Every week we are "coached" by our team manager. People are pushed to say that they like it, when in all actuality, many people stress out every week wondering what they are going to be picked on about this week. I had one of the top closing rates in the department because I took the time to explain the process to the customer, yet I was told every week that I needed to follow the "call flow" that was taught in the Relationship Sales class. Yes, that is what they call it. All the magazines that publish the top 100 companies to work for in America, get those reports from an annual questionnaire that is given to all employees. They tell you it is confidential, but you are required to do it on your computer while you are logged in and they focus on this questionnaire for about a month, telling you how you should answer the questions. Everyone knows that the manager can see your screen and watch everything you do on the computer, and they can also determine who's is who's, so everyone is afraid to be honest. I know of a couple of people that were called out by their manager for answering something negatively. It used to be one of the greatest companies to work for. Now it's worse than being a car salesman. (Yes, I did that before too). The first time I worked there, I would give a member a quote and then if they were missing information or needed to call back for something, I would give them my extension and have them call me back. Now they won't let you give it out. We don't even get a voice mail any more. The extensions are for internal use only. There were many times that I received calls from irate customers because they had called in several times trying to fix a problem and had to re-explain the problem every time. In our weekly "coaching" our manager will go over your time log: your average call time, and the amount of time you spend in auxiliary mode which doesn't allow calls to come in. They don't want you in auxiliary mode unless it is for a scheduled event. I had two situations where members with multi-million dollar accounts that have been members for decades, were threatening to close all their accounts because they were tired of no one wanting to help fix their problem. Again, this is due to lack of training of the actual job, and too much concern of their phone log looking negative. My only concern was taking care of the member and putting them first while also looking out for the best interest of the company. I told them that I would personally take care of it and call them back. Of course, this caused me to use auxiliary mode, but I saved the accounts. The final straw was when I came in late, for the first time, and was counseled for it. Under normal circumstances, that would have been acceptable, but my management knew that I was getting radiation treatment every morning, and the reason I was late that day was because one of the radiation machines at the hospital broke and they were having to put everyone on one machine. My appointment ran over an hour late that day, causing me to be late. I had no signal in the hospital and was unable to call in to let them know what was going on. Another thing that just came to mind is the annual bonuses. My Last bonus, when I left in 2001 was 24%. That was well over the 18% that they've given out the last few years. Back then it was based on your performance. If you had poor performance, then you received less. The better performers received more. Now, everyone gets the same, so there is no initiative for them to do better.

    Advice to ManagementAdvice

    General Robles announced at one company meeting that USAA is no longer a service company; that they are now a sales company. Published reports and speeches all claim that USAA's membership was up, and gives credit to the relationship sales. That is all misleading. The only reason membership is up is because they opened eligibility to everyone that has honorably served in the military. That opened membership to millions that weren't eligible before. Retention is down. People do not have the loyalty to the company that they used to have. USAA's turnover rate for both employees and members is up. Way up! When I went to work there in '98, no one ever left unless it was for a very good reason, like for me, my husband was active duty and we PCS'd to Georgia. When I left, after 3 and a half years, only one other person in my new hire/ training group had left, and it was because he was fired (for good reason). This time, I was there just under 2 years, and there are only 2 people left that I trained with. You need to focus more on training the employees to do their job. The knowledge and quality isn't there any more. Especially with the contractors. I never thought i would see the day that USAA would use anyone other than USAA employees. Stop focusing so much on sales and focus more on providing the quality of service that the older members remember, and retention and membership will go up. USAA got where it is by word of mouth. Quality customer service goes a long way. Go back to that level of service and stop paying for all the ads and USAA will be as great as it used to be. It is no better than other insurance companies now. It is a member owned company, so treat the members that way and stop treating them as if they are just another sale. I've been a USAA member since I was 5 years old. I don't know anything else, but I do know that USAA is not the company it used to be.

    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO
  10.  

    If you want to make a lot and not work hard, perfect company

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

    I worked at USAA full-time (more than an year)

    Pros

    Employees are all friends, culture is really friendly.

    Cons

    Resistant to change. Management has elitist attitude about their abilities and they aren't overly talented.

    Recommends
    Positive Outlook
  11. 1 person found this helpful  

    Florida call center

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Insurance Agent in Tampa, FL
    Former Employee - Insurance Agent in Tampa, FL

    I worked at USAA full-time (more than an year)

    Pros

    Updated facility with a nice atmosphere. Most employees are very nice and a lot are veterans or the spouse of one.

    Cons

    They are really on top of you to try and sell something to every customer. This is annoying and you can tell most customers hate it. There is a lot of stress in a call center and management doesn't seem to understand that.

    Doesn't Recommend
    Disapproves of CEO

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