USAA Reviews

Pros

The best thing about USAA was the benefits. But what they make up for in benefits is taken from your pay.

They have two or three gyms on site and wlil supplement one of your breaks to your lunch so you can have 1:15 minute long lunch to work out if you want to take advantage.

The meal card/id - you can you your id as a credit card at the cafetieria and stores - don't get carried away thugh because it comes out of your next paycheck and it is possible to get back a $0 check if you spent more than you make.

Cons

You are micromanaged to an extreme so say goodbye to privacy. They watch your computer screens, they listen and record every one of your calls.

 You take everyone elses calls and when you speak to the insured on that first day you get your claim - make sure you go through everything because you will never see that claim again.

What you make in benefits (and the yearly bonus) is taken from your pay. Try applying somewhere else to so you are not clouded by the bonus at USAA. I made 14k more starting at another insurance company when I left than at USAA; the difference in pay more than makes up for the benefits and bonus at the end of the day.

Advice to Senior Management

Please give your employee's a little space, if you don't trust them why did you hire them?

Pros

Great culture and good people. Benefits package is excellent including 8% 401k match, education allowance available within 90 days. Overall a very pristine selling atmosphere within the securities industry

Cons

Sales in the securities industry can be difficult so the salary is very nice but there is no additional incentive pay for production.

Advice to Senior Management

Management is very respectful and approachable. The only feedback I would suggest would be to offer at least a quarterly incentive bonus for production.

Pros

Benefits and job opportunities are surprisingly great. Cafeteria, Gym(s), In-House clinic and Pharmacy are some of the amenities.

Cons

As far as in the IT area, it is based on favoritism. Promotions occur based on social networking and appeal.

Advice to Senior Management

Get rid of the Attrition Program and reward good employees on merit, rather than favoritism. Very unfair promotion method.

Pros

The members (in some cases), and the people you work with.

Cons

management; from directors down to your manager. the jack of all trades syndrome,no life work balance.

Advice to Senior Management

Learn and be able to do the job you're managing, actually care for your reps, dont just look at stats

Pros

The benefits offered are awesome.

Cons

Big brother is watching you.

Advice to Senior Management

Keep up the good work!

Pros

Great workplace amenities, benefits package and bonus opportunities
Great place to work for those actively serving in the military or transitioning to civilian service
Great place to work if you're not in one of the call centers

Cons

The call center operations are understaffed and extremely over worked
The expectations for delivering an "exceptional customer experience" are offset by the new focus on upselling and cross-selling products
There is too much micro-managing of the employees and too much focus on meeting the metrics requirements for call avg handle time, referrals, customer follow up, and working diaries
Management is constantly redefining the job requirements (adding more work) but not willing to increase the base salary. You're constantly told to rely on the year end bonus which is never guaranteed.
The biggest obstacles for most call center employees is getting a schedule they can work and time off to handle other things ( doctor's appts, personal buisness or even family events)

Advice to Senior Management

Upper management has a great vision for the future of the company but there is a definite breakdown in communication between middle management and the frontline employees. There needs to be more input by frontline employees in the development of any process change initiative because middle management clearly has no idea what they're doing. If you want to know how to be more effective at what we do as a company, ask the people who actually work with the customers and hear the customers comments on a daily basis.

Pros

USAA offers some great benefits.

Cons

Performance is largely based on how many products are sold.

Pros

Excellent benefits! 401k matches up to 8%. lots of time off

Cons

You are just a number, military structure. You can be fired for stupid reasons.Lots of turnover. Very stressful and not a lot of room for growth unless you a cheerleader and in with all the company politics.

Advice to Senior Management

If you have long time employees try to keep them!

Pros

Productive, motivating environment to learn and grow as an employee - and a company with a mission.

Cons

USAA is a great company that does care about its members, employees, and business partners. Sometimes they do not move as fast as other competitors - but there is something to be said for taking caution with their actions. I don't see that as a con, however some may.

Pros

The benefits are the only thing keeping me here

Cons

Management consists of employees who have spent their entire working careers at USAA - never having worked anywhere else, much less a real call center. They have no idea how much times have changed and when they do get something (like ICE or Relationship Sales) they think it is "new" when in fact, other companies had these programs 10-15 years ago. Their systems are the worst I've ever worked with and management is very, very envious of anyone with more skills, education and ideas than them.

This is definately a work-horse environment and unlike any of the call centers I've worked in for the past 20 years.

Advice to Senior Management

Hire in some "new blood" for management positions. It took the company 88 years to master customer service but let's not take another 88 years to improve processes and systems.