USAA Reviews | Glassdoor

USAA Reviews

Updated April 23, 2017
163 reviews

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Stuart Parker
41 Ratings

163 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. Helpful (4)

    "Not for anyone with talent"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Senior Product Development Engineer in San Antonio, TX
    Former Employee - Senior Product Development Engineer in San Antonio, TX
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    - Good bonus
    - Generous vacation policy

    Cons

    - Extremely bureaucratic. More layers of managements than I've ever seen in any company. Not able to speak to anyone above your boss.
    - Most MSRs work like dogs and most corporate staff do nothing. Nobody helps the poor guys on the phone.
    - IT systems are the worst I've seen in a corporation. Getting software installed is impossible and I never management to get a laptop (queued for a year).
    - No real team spirit or personality among most workers. It seems most are just surfing to retirement which is sad at 35 years old.
    - Ineffective directors, unclear job roles, no real careers opportunities. If you work on the phones expecting to progress, that never happens.
    - It's really unclear internally what many groups do. Enormous waste, thousands of overseas contractors and very little output.
    - Appalling HR processes when you quit.

    Advice to Management

    Fire all middle and upper management. Start over and stop pretending to be the military.


  2. Helpful (3)

    "Casualty Claims Examiner"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Casualty Claims Examiner in Tampa Palms, FL
    Former Employee - Casualty Claims Examiner in Tampa Palms, FL
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

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

    Pros

    Great salary, benefits and bonus. A top notch computerized Claims system. A very efficient, clean and accommodating work environment including covered parking and a full menu breakfast and lunch at the on-site cafe.

    Cons

    Nepotism and friends of friends rule. Every job is a measured by call center metrics against your peers. It is a very stressful environment where the top 10% get the spoils and bottom 10% are pushed out the door just as they do in the military. The military "members" are very difficult and the company treats everyone as replaceable. They keep everyone on the defensive and back even the worst managers. They have rules for everyone that don't apply to the "in" group. They skip over experienced people for management and install inexperienced recent college grads to manage.

    Advice to Management

    You wonder why you can't find any BI adjusters to work there now? You weren't apologizing when you were running them all off years ago. From what I've heard only the Tampa office of USAA has no respect for anyone. Good money isn't worth losing your health and self-respect.


  3. Helpful (5)

    "Eh"

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

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

    Pros

    Annual bonus and benefits

    Cons

    Not competitive salary wise.

    Advice to Management

    Get managers that are professional and respected in the industry.


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  5. Helpful (3)

    "IT not the Best Place to Work"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Programmer and Integrator in San Antonio, TX
    Former Employee - Programmer and Integrator in San Antonio, TX
    No opinion of CEO

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

    Pros

    entitlements i.e. annual bonus - you can miss all your commitments and still gt a full bonus. Good place to start if you have just graduated. It is a good ole boy network no room to advance. Be sure to follow the dress code so you fit in everyday by wearing the right color shirt.

    Cons

    As a professional hire I was told my executive management that my past experience did not matter and "wee do it the USAA way". Almost all development is performed by third party so you end up managing them and your programming skill get stale. Senior leadership did away with QA and now quality of products have suffered.

    Advice to Management

    Begin instituting a culture of accountability, evaluate CTO, SPAR and ITPS are they really offering value?


  6. Helpful (4)

    "Auto claims"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Auto Claims Adjuster III in Phoenix, AZ
    Current Employee - Auto Claims Adjuster III in Phoenix, AZ
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    401k match. Nice building. Gym on-site. Discounted healthy food. Your co-workers.

    Cons

    Horrible back stabbing micro management environment. Once I get my bonus, I am leaving.

    Advice to Management

    Claims ownership. Status team. Inbound and outbound team. Pay people market rate. Have more internal openings.


  7. Helpful (6)

    "IT Manager"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Plano, TX
    Former Employee - Anonymous Employee in Plano, TX
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

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

    Pros

    The facilities are generally nice, clean and updated for the most part. The yearly bonus is a nice touch if delivered.

    Cons

    You will be working at an insurance company, which means you will be working with outdated technology / architecture, processes and tools. You can say you are a technology company until you are blue in the face, but that does not make it so. If your desire is to stay relevant and marketable in the industry this is not a place to land. This is a company you want to end your career due to their 401k perks.

    Advice to Management

    I would suggest preforming a technical skills assessment on your leaders against the technologies (languages, platforms, frameworks, etc.) used by their team. This will quickly allow you to see why so many of these folks are hiding in meetings and cannot sit down and help their team with a technical problem. True technical leaders lead from the front. You don't need mid-level leaders who have "technical" in their title trying to be strategic when they even understand what is happening in the code.


  8. Helpful (9)

    "New Member Solutions"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Senior Member Sales Associate in Glendale, AZ
    Former Employee - Senior Member Sales Associate in Glendale, AZ
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I worked at USAA (More than 8 years)

    Pros

    401K 8% match is the only reason I stayed with the company for 9 years

    Cons

    New Member Solutions (Former Employee), Phoenix, AZ – December 21, 2016

    I worked for USAA for 9 years in the New Member Solutions Department at the Phoenix AZ office. Imagine being required to sell checking and savings accounts, credit cards, loans, CD's, warranty programs, auto insurance, home insurance, renters insurance, valuable property insurance, and umbrella insurance on every call and still get paid as much as a simple insurance agent! Oh and god help you if forget to mention every one of those products while on a call! The poor members would be on the phone for over an hour when all they wanted is a simple auto quote. If this sounds like fun then this is the job for you! At first it was a company that was strictly for active duty military and it was an amazing company to work for. Nobody that works their now except for a few managers can tell you that because all of the employees that were around during that time all got fired or fed up and left after 2010!

     In 2010 USAA decided to open the eligibility to veterans, (the public), retirees as well as the active duty military while closing two of the four call center locations and laying off a ton of employees.The company went from 4 million members to 12 million members and it became a call center sweat shop! You would think with that kind of membership expansion it would have been easy to advance but you would be wrong. You have to hire new employees to advance! They did hire but it was from India and a ton of sub par contractors (no benefits).

     They pay an annual bonus in March but that is just a way to hold part of your paycheck hostage till the end of the year and they would terminate as many employees as possible just before the bonus!

     They changed our managers almost every year as well as the performance requirements so you always were playing catchup with the new boss and the new performance requirements. One second you could have been a (rockstar) and the next you were wondering when they would let you go. But boy oh boy they sure do love the fact that they have a 8% match on their 401K and the annual bonus. They remind you every chance they get!!!

     This is in fact a different kind of company because they push to make sure that the rating agencies give them the highest marks and they attach the employee annual bonus to the employee gallop pole survey to make sure that the employees give high marks for employee satisfaction!!!! This is the secret to the high ratings!

     If you are thinking of a different department they are all the same! If you are looking for a twenty year career you should look somewhere else! But above all else whatever you do if you do get a job with this company DO NOT TAKE ANY BANK PRODUCTS. If you have a financial hardship they will not care if you cannot pay your debts and fire you in a second!


  9. Helpful (2)

    "Program specialist"

    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
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at USAA (More than 8 years)

    Pros

    If you're white/hispanic and you have a family or friend working here you are a protected class of people

    Cons

    No diversity...over 90% white/hispanic. Intentionally denied all black male applicants opportunities in MDS in the Phoenix office

    Advice to Management

    The nepotism and cronyism needs to go...not valuing or providing opportunities for black people in MDS needs to be looked at over the last 10 years in the Phoenix office. No black male was promoted in 10 years to a management position.


  10. Helpful (9)

    "No growth"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Financial Foundations Senior Specialist in Phoenix, AZ
    Former Employee - Financial Foundations Senior Specialist in Phoenix, AZ
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

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

    Pros

    Benefits, pto and the fitness center. The employees were nice by and large too.

    Cons

    Management has their heads up their butts. Bob Davis took care of the employees, but the jerks in charge didn't like his leadership and so things went down hill. Stress will kill and ruin your employees lives you monsters.

    Advice to Management

    Fire the management responsible for low morale and take care of your employees so you don't have so many people filing FMLA and having to go on anti anxiety medicine.


  11. Helpful (6)

    "Manager"

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

    I worked at USAA full-time

    Pros

    Easy job with no real stress. Work life balance is top notch because you take no work home, but when you return the silliness continues. Solid people who seem to care, but unfortunately can't make a difference.

    Cons

    Mediocracy is the name of the game. Too many leaders with no leadership. Investment area has no strategy. I would continue looking if you are considering entering into the investment management space. This company needs an overhaul. CEO and company mission statement are second to none, but it does not make up for it in the long run. You are just a number, just like being a member. You are one of millions with no opinion that counts. I you want to make this one work, then my suggestion is to toe the line, keep your mouth shut and do as little as you can get away with. If you follow this, you will have a long ho-hum career. Great place for someone looking for this. Not good for creative freethinking self confident types.

    Advice to Management

    Look in the mirror. Management is not even happy with their positions. When the leadership team does not really know what is going on, this is a problem.


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