USAA Reviews

Updated September 12, 2014
Updated September 12, 2014
781 Reviews
3.5
781 Reviews
Rating Trends

Recommend to a friend
Approve of CEO
USAA President and CEO Joe Robles Jr.
Joe Robles Jr.
582 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

Employee Reviews

Sort: Popular Rating Date
  1. 1 person found this helpful  

    Decent company, but just like the rest.....

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - VA Mortgage Underwriter II  in  Dallas, TX
    Current Employee - VA Mortgage Underwriter II in Dallas, TX

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

    Pros

    Benefits are decent. The company doesnt "lay off" they re-deploy people to other areas that need help. Holiday bonus is 2 weeks pay which is great and annual bonus is good.. but doesnt make up for a larger salary or even a mthly bonus (see below).

    Cons

    Pay is WELL BELOW avg for the DFW Market.
    Bonus structure is annual and doesnt really make up for lack of bonus through out the year.
    No career advancement in DFW, only 3 business lines here (Mortgage, IT & Wealth Mgmt) and once youve reached the top level BEFORE mgmt. You then have to wait for someone to leave then compete w/ 50 - 100 people for one position. Small fish..... in a BIG pond here in Dallas, and i dont feel that the company was quite ready for the shock. Company was / is THE employer to go to in San Antonio....not so here.

    Advice to ManagementAdvice

    Mgmt doesnt take into consideration employees ideas to actually SOLVE problems.

    Recommends
    Neutral Outlook
    Approves of CEO
  2. 1 person 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 for less than a 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
  3. 3 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 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
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  5.  

    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
  6. 4 people found this helpful  

    Great place to work with some flaws

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

    I worked at USAA full-time for more than 3 years

    Pros

    Top-notch benefits, lots of paid time off, and they're very mindful of work/life balance. Annual holiday and performance bonuses are very generous. Management usually comes off genuinely interested in seeing you succeed, and are willing to work with you to find ways to help you advance your career in whatever way you want to go. Lots of opportunities for professional growth within the IT department -- just have to be willing to speak up and work for it.

    Cons

    Employees have been pretty vocal about an overly rigorous change release process for putting code in production, but it's only gotten worse over time; Leadership shows strong bias to preferred vendors, even when said vendor doesn't provide the best solution (IBM). Your best shot at a good raise is getting promoted...annual merit raises are there, but they're kind of a joke, and everyone knows it. Also, there's a requirement from leadership that employees are expected to work 10% overtime every week, despite being salary. From a moral standpoint, I think it's one thing to work extra if your tasks at the time demand it, but to tell me I'm expected to work an arbitrary number of hours when I'm salary is kind of ridiculous.

    Advice to ManagementAdvice

    Work on not sending mixed messages to workforce (wanting faster time to market while also wanting better quality code). If you want salaried employees to work a certain amount of overtime every week, be willing to pay them for it. Continue building on the good communication structure between management and non-management. Try to avoid falling into the shady practices of other large corporations amidst such rapid growth.

    Recommends
    Positive Outlook
    Approves of CEO
  7. 3 people found this helpful  

    Incredible Benefits but Political

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

    I worked at USAA full-time for more than 5 years

    Pros

    Incredible Benefits
    Incredible Mission - Supporting the Military
    All the needed resources to succeed once the decision has been made

    Cons

    Highly Political - It is better to get along then to deliver serious change
    Very slow to make decisions
    Seemingly accountable for everything but responsible for nothing
    Perception is everything

    Advice to ManagementAdvice

    Honest timelines and expectations are needed to understand long term success
    Growth is a challenge if you are not part of the club

    Recommends
    Positive Outlook
    Approves of CEO
  8.  

    Wonderful company

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

    I worked at USAA full-time for more than 10 years

    Pros

    Benefits, pay and co-workers. 401K is very good too.

    Cons

    slow to change on some processes

    Advice to ManagementAdvice

    Continue to take care of members and employees. Give employees the tools they need to do their jobs.

    Recommends
    Positive Outlook
    Approves of CEO
  9.  

    Excellent first "grown up" job

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

    I have been working at USAA

    Pros

    Excellent benefits, friendly honest people, great pay

    Cons

    Need to be available in off hours. Clocking out doesn't mean you're done. Nights and weekends when necessary

    Recommends
    Positive Outlook
    Approves of CEO
  10.  

    Great! Wonderful diversity!

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

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

    Pros

    Benefits, teams, time-off, diversity, perks, work-life balance, and the respect people outside of USAA give you for working there.

    Cons

    There is a lot going on that sometimes you feel left out. There is a lot of work but sometimes you just feel confined.

    Advice to ManagementAdvice

    Management is pretty poor. There needs to be more team leadership skills. Needs organization and some serious people.

    Recommends
    Positive Outlook
    No opinion of CEO
  11.  

    A Great Company with a great mission

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

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

    Pros

    Solid Pay, Great Benefits, Caring atmosphere and a desire to help encourage employee growth. I have moved up many times since joining the company. The company cares about its members and employees,

    Cons

    Difficulty to transition from a phone based member contact job to a role off the phones. Politics are here as with every organization, but hard work helps you rise and make a good name for yourself, which is rewarded.

    Advice to ManagementAdvice

    Keep listening to your employees

    Recommends
    Positive Outlook
    Approves of CEO

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