USAA Reviews in Phoenix, AZ | Glassdoor

USAA Phoenix Reviews

Updated October 19, 2017
251 reviews

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Phoenix, AZ Area

3.6
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Stuart Parker
82 Ratings

251 Employee Reviews

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Pros
Cons
  • Call Center enviorment is not conducive to handling property claims (in 269 reviews)

  • stressful job, challenge to keep work / life balance (in 64 reviews)

More Pros and Cons

  1. Helpful (58)

    "Call center sucks"

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

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

    Pros

    Great pay, great benefits, huge bonuses, good culture.

    Cons

    Majority of jobs there are in the call center which is miserable. Many employees struggle with anxiety and depression because of it. very micromanaged. Extremely hard to promote out of the call center once they get you trapped in it.


  2. Helpful (1)

    "Member Solutions Specialist"

    StarStarStarStarStar
    • 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

    Best company I have worked for by far. Great pay, bonus, management, and recognition. The managers really want to see you succeed here.

    Cons

    Flexibility with schedule is very tight. Wish they open up more morning shifts rather than nights! This is the only downside.

    Advice to Management

    Management is great!!

  3. "Mortgage loan officer"

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

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

    Pros

    Company is great to work for
    Room for growth
    Lots of time off

    Cons

    Entry schedules aren’t very flexible

    Advice to Management

    Probably come up with better commission/compensation plan


  4. Helpful (3)

    "Great Company/Stressful Job/Hard to advance"

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

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

    Pros

    - Health care, Dental, Vision (Point system to let you get a discount on this too)
    - 401k (8% match & gets better as you get closer to retirement!)
    - Half price healthy foods in the cafeteria
    - Starbucks in the building
    - Constantly tries to keep up employee morale with appreciate events, free meals, candy, recognition etc
    - Pays for college and promotes employee professional development
    - Most members are respectful when they call (not your typical call center where everyone is rude, but you do get it on occasion)
    - Most managers are understanding and supportive
    - Good pay for essentially an entry level job + bonuses
    - Good training programs for both getting your insurance license and after
    - Empowers front line employees to make decisions (you don't always have to get a manager to help a customer or make exceptions)
    - Work at home opportunities

    Cons

    - Call center environment. You are on leashed to your desk 8 hours a day, call after call after call....Some people have been taking calls for 20 years.
    - Very limited positions that are not off the phones. You can advance, but it is just too a more advanced call center potion (basically your advancement means you can sell more variety of products).
    - If you want to get into anything not on the phone, it is very competitive. Since they do offer so many benefits like school, professional development etc everyone meets minimum requirements. So if one manager position opens, there may be 100+ internal applicants your competing with.
    - It is a sales position - no matter how you phrase it, it will come down to #'s
    - Managers will make or break your impression of the company. Try not to make assumptions, but if you consistently feel like your failing you may need to change who your leader is.

    Advice to Management

    Advice to future employees: If you can handle a call center environment as your career then you won't find a better company. If taking calls is not your passion, you will burn out.

    Advice to Management: Find ways for phone employees to get experience in other areas so that they can move into them , such as administrative experience, training, HR etc.


  5. "Benefits don't make up for the job stress."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Property Claims Adjuster II in Phoenix, AZ
    Current Employee - Property Claims Adjuster II in Phoenix, AZ
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

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

    Pros

    The benefits really are great; 8% 401k match plus pension, able to buy an extra week of PTO, paid tuition for any major, health care discount program.

    Cons

    Poor work/life balance; have to work overtime just to keep up. Inbound calls are constant which leads to stress and anxiety. Movement in the company would most likely be from one call center position to another. Lots of micromanaging. Training doesn't actually teach you how to do your job, just how to talk to members. You are expected to sell products even as a claims adjuster. Was promised weekends off after the first year, but still don't have weekends off and days off are not even together. Very difficult to get time off; need to know two months in advance due to so many black out dates.

    Advice to Management

    Don't set your employees up to fail. Make the disbursement of employees per team fair instead of managers with tenure getting all the "good" claims adjusters while one team has all new or problem adjusters. Have more face to face communications. Bring the whole department together from time to time so you actually know who your coworkers are. Revamp the training and train for the job duties and not just customer service. Provide more resources after training.


  6. Helpful (4)

    "not the company it was"

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

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

    Pros

    you can buy 40hours of PTO at the beginning of the year
    lots of amenities at the campus (gym, cafeteria,shop)

    Cons

    *over worked / overloaded employees.
    *prices are no longer competitive in the market- so VERY difficult to sell
    *in the "sales" team- we are expected to push banking products on members regardless of the need or interest in our bank whenever discussing insurance
    *all employee short term and FMLA benefits are outsourced to Liberty Mutual- who sucks big time with communication and actually paying out valid claims

    Advice to Management

    STOP making us a product-pushing company - just like everyone else- and go back to focusing on the members ACTUAL NEEDS. the company started out member focused - not sales focused- and the shift has not been pleasant for anyone. oh- and get rid of Liberty Mutual- they are useless to the employee


  7. Helpful (3)

    "Loan Originating"

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

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

    Pros

    Paid time off, good benefits (401k with matching, education, health)

    Cons

    Horrible software, training is broken, minimal mortgage products, shallow mortgage knowledge across the enterprise.

    Advice to Management

    Decide if you want order takers or mortgage professionals. Don't ask LO's to brand themselves to cultivate relationship business and then not truly model compensation accordingly. You need to step back from call center thinking if you want true relationship development from the LO's.

  8. "Value enriched"

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

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

    Pros

    Great work environment for everyone and decent benefit package with awesome 401k match and ed assist

    Cons

    Not competitive compensation for most positions and promotions are more tenure based

    Advice to Management

    Make promotion decisions based on overall experience/education and abilities


  9. Helpful (1)

    "Great company to work for. Cares about the employee experience as well as the member experience."

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

    Pros

    Benefits are amazing. Culture is awesome. Looks like they really care about what the employees think about what can help the company.

    Cons

    Cash compensation is low. Raises are sometimes below inflation rate. Expect you to continue developing and getting more education but they don't want to pay you for getting the increased education. Forces you to be under paid or to move on.


  10. Helpful (3)

    "stress"

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

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

    Pros

    Beautiful campus, good benefits, covered parking

    Cons

    Call center on steroids. If you are in "after call" to complete a customers issue or research their account, management has a fit. Anytime you are in after call for 7 minutes or more, you lose 15 minutes of PTO. This is a thinly veiled plan to reduce benefits for their workers

    Advice to Management

    Your employees are your members too, take care of them


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