USAA Reviews in Phoenix, AZ | Glassdoor

USAA Phoenix Reviews

Updated November 21, 2017
241 reviews

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Phoenix, AZ

241 Employee Reviews

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  1. Helpful (4)

    "Consumer loan processor"

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

    I have been working at USAA full-time (More than 3 years)

    Pros

    401k match is better than any company I have ever seen. Descent annual bonus. Buildings are nice. Parking garages for all, gym onsite, cafeteria, Starbucks, and relaxation rooms throughout. Tuition assistance is very good for a fortune 500 company. They are trying to be more progressive as a company so there is an effort to please employees. life is cushy when you finally get to management but you can ruin your career trying to get there.

    Cons

    Unless you're in San Antonio your chances of promoting out of a phone job are slim. It will also take years just to get a supervisory type job. Very political and if your manager doesn't care about your career you can get stuck in the same job for literally years. The pay is below market average and usaa uses the bonus as a cushion which is actually not what they're supposed to do. They offer a lot of "perks" like next day pto and flexible schedules but it's almost impossible to use the benefits because the call center is always under water. Executive management has alot of good ideas but middle management either doesn't enforce them or manipulates them so it feels like you constantly have a carrot being dangled in front of you.

    Advice to Management

    Stop encouraging complacency some of your employees actually want a career not in the phone. Rotate out middle management because directors who have been there since the 80s are stuck in neutral and ruin the new company policies. The coaching method needs to be tuned. Most managers don't know how to coach to it so they revert back to the old ways because it's comfortable to them.


  2. "Smoke and mirrors"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Auto Adjuster III in Phoenix, AZ
    Former Employee - Auto Adjuster III in Phoenix, AZ
    Neutral Outlook
    Disapproves of CEO

    I worked at USAA full-time (More than a year)

    Pros

    401k match, licensing paid for by company, covered parking, gym on site, PTO days, volunteer hours, and that's about it

    Cons

    Exit policy, unprofessional employees, food options at cafeteria, work load, work life balance, insurance plan not as great as most places

    Advice to Management

    Hire people part of your HR, that can show something you request for frontline employees; Empathy. Best not to try and crack jokes when people are leaving a company

  3. "Sales"

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

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

    Pros

    Great place to build a career.

    Cons

    Its very busy. High sales quotas. High pressure cross selling.

    Advice to Management

    N/A


  4. Helpful (4)

    "Member Service Representative"

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

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

    Pros

    USAA has great benefits, an on site childcare facility and tentative but regular bonuses. The pay is decent, and if you're very (very) dedicated to promoting and growing within the company, you will be afforded the opportunity to do so.

    Cons

    If you are in the National Guard/Reserves, take caution- schedules are typically very inflexible. Management will understand that there's nothing they can do about your drill schedule or if you get called to an assignment, but that won't stop them from being extremely unhappy with you about it. You have to commit either to the military, or to the company. Despite their commercial demeanor, USAA will not allow you to do both.
    For civilians, try to make your home life as flexible as possible before working here. Some managers are significantly better than others, but don't rely upon the idea that they will work with you. Some won't, no matter the circumstances.

    Advice to Management

    Be as flexible as possible with your reps when it comes to their schedule. They'll work harder and perform better if you're on their side and accommodate their needs.


  5. Helpful (3)

    "Claims"

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

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

    Pros

    Great benefits and a lot of great MSR's

    Cons

    If you want to be beat down by customers and management about anything and everything then feel free to let it suck the life from you. After all the members are the most important thing(as long as its the one on the phone calling right now)

    Advice to Management

    Stop being so fake. Your employees know...


  6. Helpful (3)

    "Financial Advisor"

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

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

    Pros

    Great benefits and match program.

    Cons

    A LOT of Micro managing. even though all employees have a bachelor degrees and most have some sort of higher education, still feel like we are treated as high school students.

    Advice to Management

    Allow more flexibility with shift's and allow employees to have a bigger chance to prove their worth. Not all projects need to be given to upper management.


  7. Helpful (1)

    "Amazing Organization"

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

    I worked at USAA full-time (More than 5 years)

    Pros

    Great people, mission, and benefits

    Cons

    Call center environment, but it is worth it

    Advice to Management

    n/a

  8. "Submit claims for people"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Claims Representative in Phoenix, AZ
    Current Employee - Claims Representative in Phoenix, AZ
    Recommends
    Neutral Outlook
    Approves of CEO

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

    Pros

    It is fun environment good people pay is good benefits are good. Would like to learn more about the business

    Cons

    The hours are long and hard can not work from home like I originally wanted too would like to see


  9. "Senior Real Estate Processor"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Senior Real Estate Processor in Phoenix, AZ
    Current Employee - Senior Real Estate Processor in Phoenix, AZ

    I have been working at USAA full-time

    Pros

    Employment with a purpose for all members

    Cons

    There are no cons to be seen yet


  10. Helpful (13)

    "Call center robot"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Collector in Phoenix, AZ
    Former Employee - Collector in Phoenix, AZ
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at USAA (More than a year)

    Pros

    Great benefits, awesome facility, wage was ok, but...

    Cons

    The culture is a sterile, plastic, over-polished, fake environment of FOX News zombies and wannabe patriots all pretending to have drank the company Kool aid. It's a high pressure call center environment where strict adherence to metrics, scripts and policies are enforced by constant monitoring. Any slight deviation from their recipe is cause for immediate counseling. All of which trainers and managers couldn't actually do themselves if they were in in the same position. You are expected to be logged in/out to your phone system within 59 seconds for start, end and breaks or you are questioned and counseled. You are on a relentless autodialer for 8 to 12 hours a day where your call handling time is expected to be 3 minutes or less, or you are counseled. Your ears will hurt to the slightest touch from wearing a headset and you will be stressed about the cult-like attitudes as they pretend to be passive about systematically firing your co-workers. They have a saying, "Do the right thing because it's the right thing to do." However, I've been asked to do collections calls on members of the armed forces on Thanksgiving Day which really isn't the right thing to do despite their justifications and it was a sad and horrifying experience. This is a company gone cult. The only thing missing is a chapel and an armory, but I'm sure they thought about it a few times.

    Advice to Management

    There's no point in giving advice because they know better than us mortals. They are not of this world.


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