USAA - Upstanding, hard-working organization that means what it says | Glassdoor
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There are newer employer reviews for USAA

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Helpful (4)

"Upstanding, hard-working organization that means what it says"

Star Star Star Star Star
  • Work/Life Balance
  • Culture & Values
  • Career Opportunities
  • Comp & Benefits
  • Senior Management
Former Employee - Director in San Antonio, TX
Former Employee - Director in San Antonio, TX
Recommends
Positive Outlook
Approves of CEO

I worked at USAA full-time

Pros

- Strong mission that the organization lives by
- Quality leadership that balances caring for member, employees and bottom line
- Belief in innovation, despite being in conservative industry
- Generous bonus and benefits

Cons

- Culture is a little stodgy and old school, and leadership is more male dominated than most organizations I've worked in
- Technology provided to employees is sub-par and decreases efficiency

Advice to Management

For the most part, keep doing what you're doing, but also recognize how quickly technology is changing the way people work. Invest more in the technology you put on employees' desks and in their pockets.

Other Employee Reviews for USAA

  1. Helpful (8)

    "Good for first ten years, bad for last three"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Policy Service for Property and Casualty in San Antonio, TX
    Former Employee - Policy Service for Property and Casualty in San Antonio, TX
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at USAA full-time (More than 10 years)

    Pros

    Great benefits, decent pay if you get the bonus, which puts you at industry standards. OK facility. Good equipment. Good physical security.

    Cons

    Usaa went from encouraging you to be an intelligent person who cared for the members to being a scripted automaton that needed to take care of the initial request quickly and then go into sales mode. They had a new sales seminar every two years or so that all phone reps had to take. Some of them were an about face in terms of words to use or approaches to take. It got to where it was hard to converse and relate to members on the phone since you were trying to work "buzz words" into every conversation. Went from being the best company you could ever work for to being just another company. On site cafeterias, but cost was high. While they give lip service to providing "unparalleled costumer service", they are all about phone statistics that do not truly reflect productivity. You are measured on a "peer average", which sounds good on paper, but tends to make you strive to meet goals that are determined by workers who do not care about customer service. Also, you must be a cheerleader for USAA. They ask for input on how you feel the company can improve, but you need to be very careful how you phrase that input. Also, they are very "chain of command", so if you have a good manager, great, but if not, you are screwed, and no one above them wants to hear any negativity. The open door policy can really get you in trouble.

    Advice to Management

    Don't be lazy by using peer average. Find out what are reasonable goals and use those. Too high a result in one area can actually be bad. For example, there are times when solving a customer's problem requires closing your phone to allow you to research the account. This closed time immediately starts affecting your "phone effectiveness" goal. If the member doesn't have time to stay on the line, you have two choices: tell them to call back when they have the time, or close your line after they hang up to solve their problem, but take the hit on your own stats. The goals you have to reach are set by the people who tell them to call back, which doesn't help the member.


  2. Helpful (5)

    "Micro managed sweatshop think twice!"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Mortgage in San Antonio, TX
    Former Employee - Mortgage in San Antonio, TX
    Doesn't Recommend
    Neutral Outlook
    Approves of CEO

    I worked at USAA full-time (More than 3 years)

    Pros

    The company has excellent benefits and many on campus services. Great customer service is part of the company reputation and is well deserved.

    Cons

    Be prepared to have every minute of your day timed and watched including restroom breaks and lunch. Time studies are done to account for every minute of the day and not meeting impossible goals will result in performance issues. 10 hour days and working every weekend is the norm. Even with all of the overtime, the workload is more than what can be accomplished.

    Advice to Management

    Set reasonable expectations and treat employees like mature adults.

There are newer employer reviews for USAA
There are newer employer reviews for USAA

See Most Recent

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