USAA Reviews in Phoenix, AZ | Glassdoor

USAA Phoenix Reviews

Updated April 21, 2017
210 reviews

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Phoenix, AZ

210 Employee Reviews

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Pros
Cons
  • Growth opportunities outside of call center environment are limited unless in Texas headquarters (in 235 reviews)

  • Long work hours, work life balance is said but not truly giving consideration (in 53 reviews)

More Pros and Cons

  1. "FF senior insurance"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee in Phoenix, AZ
    Current Employee - Anonymous Employee in Phoenix, AZ
    Recommends
    Positive Outlook
    No opinion of CEO

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

    Pros

    Great company with awesome employees.

    Cons

    Hard to move up. Currently chasing millennials and then wondering why reviews are going down.

    Advice to Management

    Look at tenured employees and knowledge over flash and buzz words.


  2. Helpful (4)

    "CSR Insurance"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Insurance Customer Service Representative in Phoenix, AZ
    Former Employee - Insurance Customer Service Representative in Phoenix, AZ
    Recommends
    Positive Outlook
    Approves of CEO

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

    Pros

    USAA has great benefits including competitive wage, family health plans, 401k w/match up to 7%, flex scheduling, vaca/sick pay, free gym etc... For a call center, it has great desk setup, new computers and comfortable environment. Casual dress code, Starbucks in the building just for employees and a cafeteria with several restaurant options... Over all it was a good work environment with friendly co workers and great members (customers) that we talked to about insurance needs etc.

    Cons

    Mgmt became more openly sales driven and competitive w/in their teams. Whiteboards all over office with coworkers names and the metrics that we're measured on in green (good) or (red) and I felt that sometimes the sale was more important than the mbr... Mgr. Had to listen to several calls per week per employee and always has to find something that needs improvement... They change structure of call flow and requirements on each call often and there is a alot items in a clients profile that has to be confirmed, updated or corrected on each call. It takes away from the flow of a natural conversation when forced to "assume" what's on the screen is not correct.

    Advice to Management

    Find a way to reduce the"red tape" on nitpicking what is not really important. Allow employees some options rather than forcing them to move teams. There are many different mgmt styles and some employees can succeed with one mgmt style and can wither away with others.


  3. Helpful (3)

    "Longtime Employee With Nowhere To Go"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Associate in Phoenix, AZ
    Current Employee - Associate in Phoenix, AZ
    Doesn't Recommend
    Neutral Outlook
    Approves of CEO

    I have been working at USAA full-time (More than 10 years)

    Pros

    Benefits
    In my department the hours are good.
    Quarterly Luncheons to nice restaurants
    Starbucks in the building
    Nice work atmosphere

    Cons

    Lack of raises, especially for longtime employees. You are penalized pay wise for being there too long. It doesn't matter if I just meet the minimum expectations or far exceed the expectations the raise is a few cents an hour.
    Lack of promotional abilities without being on another call center/sales job unless you are in the home office in San Antonio.
    They tend to promote younger people over a degree with experience. I have seen this all too often.
    Having to schedule your vacation time a year in advance (no I am not joking) and since it goes by seniority you are competing with employees that have been there 25+ years and may be awhile before you get the time off you actually want.
    Shift bidding for schedules. If you are a newer employee you will likely get a crappy schedule since you are competing again with tenured people.
    Referrals, referrals, referrals. You have to try to sell other products.

    Advice to Management

    Give a decent raise to all employees. The same excuse I get year after year is that you fall in a certain range even if you are far away from the maximum salary for the job. The raise isn't enough for increases in the cost of living.


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  5. Helpful (1)

    "Great Company"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Financial Advisor in Phoenix, AZ
    Former Employee - Financial Advisor in Phoenix, AZ
    Recommends
    Positive Outlook

    I worked at USAA full-time (More than 8 years)

    Pros

    Great company. Great Mission. Great Service. Great Benefits.

    Cons

    Average pay. Takes a long time to climb the corporate ladder. A lot of competition and can be political. Leadership is first measured by performance metrics on the phone. If you aren't at the top in production, you aren't being looked at as a leader.

    Advice to Management

    Identify leadership attributes. Even Tiger Woods needed a swing coach.


  6. Helpful (1)

    "Wealth Advisor"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Phoenix, AZ
    Former Employee - Anonymous Employee in Phoenix, AZ
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at USAA full-time

    Pros

    Steady pay, steady bonus (up to 20%), OT pay opportunities

    Cons

    Not a great place for a leader or someone looking to have a leadership impact, small pay increments with promotions

    Advice to Management

    Recognize a star, differentiate between bare minimum employees and highly motivated


  7. Helpful (3)

    "Executive Director"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Phoenix, AZ
    Former Employee - Anonymous Employee in Phoenix, AZ
    Recommends
    Positive Outlook

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

    Pros

    Great benefits, incredible access to perks like gyms and cafeterias, good child care, covered parking, amazing corporate culture that is mission driven

    Cons

    Lack of prioritization, hierarchal culture creates tons of red tape, bureaucratic and risk adverse style reacts slowly to quickly changing market

    Advice to Management

    flatten the organization, reduce red tape for approval, give more empowerment to lower level employees, value internal talent as much as external


  8. Helpful (4)

    "Beware, good money and you will lose your soul"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee in Phoenix, AZ
    Current Employee - Anonymous Employee in Phoenix, AZ
    Recommends
    Neutral Outlook
    Disapproves of CEO

    I have been working at USAA full-time

    Pros

    Good money, lovely atmosphere, covered parking

    Cons

    You will work in hard conditions. Extremely inconsistent management. I have had 5 supervisors in 2.5 years and you have to earn their respect each time like you are a new employee. Each has their own interpretation of the rules. If you can swallow the kool-aid then it is the place for you.

    Advice to Management

    Get on the same page. They claim to "calibrate" so they have a consistent message which is not the case. Each supervisor still marches to their own drum.


  9. "P&C Insurance"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Property & Casualty Member Solutions Specialist in Phoenix, AZ
    Former Employee - Property & Casualty Member Solutions Specialist in Phoenix, AZ
    Recommends
    Neutral Outlook
    Approves of CEO

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

    Pros

    Great pay, Great Benefits, Great Company(Except Direct Management)

    Cons

    The job can be great, but it can be hard to grow your career even with great numbers when you're limited to one manager. Management needs improvement, just because you've been there for a long time, does not mean you can be a leader.


  10. Helpful (1)

    "Great Company"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Member Solutions Specialist in Phoenix, AZ
    Current Employee - Member Solutions Specialist in Phoenix, AZ
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at USAA full-time (More than a year)

    Pros

    flexible with schedule and awesome benefits and bonuses

    Cons

    still a call center, back to back calls


  11. Helpful (3)

    "Member Relationship specialist"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Member Relationship Specialist II in Phoenix, AZ
    Former Employee - Member Relationship Specialist II in Phoenix, AZ
    Doesn't Recommend
    Disapproves of CEO

    Pros

    Cafeteria and benefits were nice...but other call centers offer the same.

    Cons

    Call center, micro-managing, unrealistic sales goals

    Advice to Management

    The gym and nice restaurant isn't enough to make people stay, Turn over is ridiculous unless you have seniority...they are usually lifers.


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