USAA
3.4 of 5 717 reviews
www.usaa.com San Antonio, TX 5000+ Employees

USAA Reviews

Updated Jul 8, 2014
All Employees Current Employees Only

3.4 717 reviews

                             

88% Approve of the CEO

USAA President and CEO Joe Robles Jr.

Joe Robles Jr.

(539 ratings)

65% of employees recommend this company to a friend
717 Employee Reviews
in

Review Highlights

Pros:
  • "Great benefits and the building is equipped with many wonderful employee friendly features"
    in 129 reviews
  • "Work life balance is important to the company"
    in 32 reviews
Cons:
  • "Call center environment so you're at your desk taking phone calls the entire shift"
    in 83 reviews
  • "No work life balance, if you miss one single day in the first 6 months you are fired on the spot"
    in 21 reviews
  • Show more review highlights

Reviews

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    • No Opinion of CEO

     

    Wealth advisor 1

    Wealth Advisor I (Former Employee)
    Phoenix, AZ

    ProsIf you want a job where nothing really matters and you are simply looking to punch in and punch out everyday, usaa can be for you. Little responsibility.

    ConsWow, where do I start.
    1) No business model, upper management changes direction on a semi annual basis.
    2) The managers whom you will be dealing with are simply "yes men" they can force no organization change. They are simply get the email a few hours before the employees on new "changes."
    3) PTO preferences is all done by seniority.
    4) This company still uses green screens for the life insurance company.
    5) IMCO equity products are awful. Underperformance in almost all types of markets.
    6) Most meeting will be around how to sell more annuities or life insurance to people. Because at usaa they believe in "protecting members."
    7) When you have a great year and bonus time comes around expect no more the 5 percent raise. Thats what the top 5 percent will get. Annual raises will be between 1 and 3 percent.
    8) Mass turnover and you will see more smiles at a funeral then working at usaa.

    Advice to Senior ManagementAdvice to the incoming CEO, breakdown each department by directors and managers. Bring them all into a room together and ask a simply question... "What is it you do?"

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    Worst job ever

    Auto Loans (Former Employee)
    Tampa, FL

    ProsCannot find a reason to work there. Pay was only decent, hours changed constantly, management had all been promoted past their abilities, training was ineffective.

    ConsThe lady next to me was physically ill (projectile vomiting) and went to the nurse to get excused for the day, but was told to return to her desk.
    Training is weak, but if you critique it honestly on the end-of-course questionnaire, you will be told that you must change your answers.
    Managers are promoted purely on time served, not ability.

    No, I would not recommend this company to a friend

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    4 people found this helpful  

    Great company on the surface...

    Miserably Micromanaged Manager (Former Employee)
    San Antonio, TX

    ProsServes the armed forces and their families. There are some excellent people working there who are the backbone of the company.

    ConsThe excellent employees who are the backbone of USAA are growing weary of micromanagement, the large influx of new hires who are not receiving proper training, and the lost opportunities for career advancement due to outsiders who come on board through the good 'ole boy network. At USAA an internal employee will not be considered for promotion unless they are labeled as an employee who "exceeds expectations" in their annual performance review. Yet, new hires can be easily brought in for a job they're not qualified to do simply because they've networked themselves into the job. The really sad part about that is USAA promotes a performance management philosophy that fails to use SMART goals even though the use of SMART GOALS are stressed as being imperative in their management training classes. I believe USAA is quickly losing the reputation that took over 90 years to build by rapidly turning into another run of the mill financial services company. This is because of a desire to grow its customer base too quickly and failing to manage its infrastructure properly. In other words, they are currently in a strong growth mode with new members coming on board in record numbers yet the management structure is stuck in the '50's and refuses to allow employees to have the appropriate authority to act in accordance with responsibilities assigned to employees.

    Advice to Senior ManagementLearn how to set goals and objectives that are SMART in nature at all levels. Quit trying to manage performance using a bell curve, especially in light of the fact that SMART goals aren't in place. Quit using a labeling process to define performance ratings since SMART goals don't exist to begin with. Trim the HUGE amount of fat that exists in middle, upper and executive level ranks. Allow Human Resources to dictate how employees should be treated when HR guidelines are unclear versus letting short-sighted, low level managers, make up their own rules as they go along in order to avoid issues needing escalation to HR to be swept under the rug. Do a formal audit of the amount of time hourly employees actually work and compare it to the amount of time employees are intimidated to report they've worked. Upper management needs to be aware of the powder keg that's rapidly growing regarding this issue since it will eventually result in a lot of money being paid through collective action lawsuits which will be an unfortunate waste of a huge amount of member revenue. Stop outsourcing work overseas and within the U.S. If USAA is unable to perform the work that needs to be done by its own employees, that speaks volumes as to the real commitment USAA has to its membership and employees. Lastly, stop using the economic downturn of 2008 as an excuse for stagnating your investment in employees. Calling 1% salary increases "merit increases" is insane. That's not even a cost of living adjustment. I could go on but hopefully you're getting the "message"...

    No, I would not recommend this company to a friend

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    • Culture & Values
           
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    No work life balance anymore

    Financial Advisor (product Salesperson) (Former Employee)
    Phoenix, AZ

    ProsGood benefits, great pay, bonus

    ConsNegativity, management is constantly seeking and giving negative feedback so youb dont get raises or full bonuses

    Advice to Senior ManagementGo back to 4 day work week instead of 5 12 hour days

    No, I would not recommend this company to a friend

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    Stay away!!!

    Property Claim Adjuster II (Current Employee)
    Tampa, FL

    ProsThere is an additional paycheck at Christmas and then a 10-20% bonus in February. Still low pay...

    ConsThis is a horrible, harassing environment!!! Stay away!!!

    Advice to Senior ManagementLearn something, anything...

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

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    P&C service but all SALES! Do more get less.

    Financial Foundations Specialist (Current Employee)
    Tampa, FL

    ProsBenefits
    401K
    FMLA, or LOA
    Break rooms
    Bathrooms
    Coffee Shop
    3 year tenured rep, exceeded company expectations and ONLY 2$ an hour more from year 1.

    Cons-They trick you by over exeaggerating the ability to move/grow with company. I.E. 10+ tenured employees in the same deparment are paid 2-4 dollars more than entry level.
    - They focus on "Bonuses" to make up for a low salary.
    - They promote "RELATIONSHIP SALES" as it not being "Sales". You are expected to offer products on EVERY CALL!!!!!
    -Irrelevant Training guidelines (What you learn is not what happens on the floor, in further detail they do not teach you how to compute/enter transactions causing delayed productivity)
    -Unreliable System's, consecituve daily issues with computer and operation programs
    -BUSY ALL DAY EVERYDAY FOR 2+ YEARS, back to back calls.
    -No manager support when needed

    Advice to Senior ManagementAdvice to Board of Directors, and or Executive's. A hefty pay raise across the enterprise will only patch the problems. Their are still other focuses that need to be made on your operational programs. You are paying a seperate party to take calls to troubleshoot and fix issues which are busy daily.

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

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    You can do better

    Anonymous Employee (Former Employee)

    ProsCovered parking and Starbucks on sight. You can wear jeans if you participate in united way giving.

    ConsYou'll be micromanaged down to the minute! Also prepare to be sneaky with sales. They don't care about the military or their families!!

    Advice to Senior ManagementHire managers who know what they're doing not ones who are constantly at their desk putting on makeup so they can bag a director.

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    DO NOT WORK HERE!

    Anonymous Employee (Former Employee)

    Proshorrible company, getting worse, no benefits

    Consthey treat you like a used diaper

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

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    2 people found this helpful  

    Underpaid and Overworked

    Member Service Representative (Former Employee)

    Prosgood benefits, bonus, time off (if you can schedule any), plenty of overtime available, company growth/stable employment. Never was afraid I was going to lose my job because they can't afford to fire anyone with the steady increase in membership

    ConsYou can always point out a new hire at USAA because they are smiling and are completely oblivious to what they've just gotten themselves into. The first few weeks of employment are amazing. You get a couple of weeks of training that consist of free food, games, learning about the great benefits, and of course learning your particular roles. Then reality kicks in when you get on the phone and realize that basically everything you learned in training makes up about 10% of your actual phone calls. Members generally do not call in with basic, easy questions; members call in with complex issues, disputes, complaints, and anything else that you are completely unprepared to handle.
    If you manage to make it past training and the first few weeks on the phone, then the repetitive nature of the job really starts to kick in. You do the same exact thing for 8-10 hours a day, 4-5 days a week. Yet you have to act like it's the first time you've done it for every member that calls in.
    Like almost every other reviewer has mentioned, if you expect any time to recover from a tough call, you are sadly mistaken. You could of course go into after call work, at the expense of hurting your adherence and possibly losing a raise/promotion. The consumer loan department in particular has taken the meaning of understaffed to an entirely new level. Then I think to myself as there are 75 people in the queue..."why would anyone else want to do this?" and then I realize why we're understaffed. There were days during the "busy" season between May and August where members were on hold for 45+ minutes to get through to us. So you start off the call with a very upset member who spent half their day waiting to talk to you, then you are expected to sell them multiple other products and have them rate you a 10/10 on the survey. Plus they're probably going to be declined for the loan anyway which just leads to more frustration.
    There are so many negatives you could write a book about it, but I've got better things to do and nobody has time to read that. Overall it has been a terrible experience consisting of ridiculously high expectations, laughable salaries, unhealthy amounts of stress, and a few near nervous breakdowns. Spare yourself the recurring nightmares and avoid this place.

    Advice to Senior ManagementHire more people, treat employees like adults, stop pushing the ridiculous referrals that do nothing to help members.

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

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    Worst work environment I ever experienced

    Lead Systems Engineer (Former Employee)
    San Antonio, TX

    ProsGreat pay, most co-workers were great people and very competant in their jobs.

    ConsManagement is the worst. Managers are poorly trained, and have too much authority so that they can easily play favorites. In the EBO group, there is a complete lack of ethics among managers.

    Advice to Senior ManagementNothing that can be said to management. USAA will remain as it is for the foreseeable future because of its vast holdings in real estate. There is no incentive or reason for them to change how they treat workers. There will always be a new crop of people to give it a go, and there will always be a group of people willing to take the punishment.

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

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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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