Collections Department At USAA

I noticed that USAA is hiring for Collections Managers and a Director of Collections - does anyone have any informtation on the climate of the collections environment, Senior Management, day to operations/expectations, employee morale - what's needed to bring the department to the next level?

The Director Opportunity seems very appealing.

The current climate in May of 2007 is awful. The two individuals running the department have no collection experience and are substandard managers. They are ruthless, negative and insecure. The morale is sinking and the results are in a free fall.

Just hang on a couple of more months and there will probably be a leadership change in this area.

Switzer in San Antonio, Texas said: The current climate in May of 2007 is awful. The two individuals running the department have no collection experience and are substandard managers. They are ruthless, negative and insecure. The morale is sinking and the results are in a free fall.

Just hang on a couple of more months and there will probably be a leadership change in this area.

Good information!!! I think its a shame when leaders lack experience yet are selected for high level positions which significantly impact others. I've been in collections leadership roles for 10 Years and have never forgotten that I came from the production floor as phone collector first, and as a result I never shy away from taking calls and escalations when an agent needs help.

If you're not opposed I'd like to get more information from you about what's going on there

Interesting to see how it plays out.

Do I smell sour grapes?

Was "Eddia Garcia" one of the USAA Savings Bank's collection managers? Does he still work there? If not, what is the name of the person in charge of the collections department and how do I get in contact with him?

That should have been "Eddie Garcia"

That should have been Eddie Haskell.

I was expecting an accurate reply (not a joke!)

I am truly sorry. I thought you might have a sense of humor. I guess not. That being the case, you will fit right in with USAA.

I've been trying to reach Garcia since July but all I get is his voice-mailbox recording saying he's either on another call or out of the office.

I've left many messages but he has not returned any of my calls.

When I get someone else at USAA Savings Bank, they either give me his extension or they don't know who he is.

If Garcia's not there, you'd think they;d erase his message and re-direct calls to someone who will contact me.

Or does anyone have the name of a Collections supervisor at USAA Savings Bank?

You may want to try Juan Echartea. I too have noticed an increase of the collections department hiring. I heard that many employees from the underwriting department were going to the collection department for support. There has been alot of shifting and many employees wondering what is happening. Many are in fear of losing there jobs and do not know if they will be going to different departments. Good luck!

All I get is their stupid automated push-button telephone system. Also, when I dial extension-numbers, the people are never there or they ignore messages and/or they never return telephone calls.

What is the name, telephone number (extension) and address of:

1. the person in charge of the credit-card "Collections" division

and

2. the person (like a VP) in charge of the entire USAA Savings Bank?

Is Barbara Andy still with USAA? She was wonderful at helping me with my credit card situation a few years ago.

On Monday, I called USAA Savings Bank and, after almost an hour, someone FINALLY tracked Garcia down -- he is STILL a credit-card collections manager -- and he called me back!

Garcia claimed he had been "away for a while". However, during his six-month "absence", nobody else at USAA answered his phone, returned phone messages or responded to letters!

What a way to run a business!

I am a current employee at USAA. I spent the last couple of hours reading all of the posts on this site. All that I can verbalize is, "Wow!" I am a relatively new employee (approx 2 yr) and I have not come across so much negative about USAA since I was hired. I will stay neutral at this time, and I will continue to read the comments on this site, and keep my ear to the ground at my building. One thing that I can add: even though the "Bob Davis Ten" encouraged employees to speak up if something seemed wrong, no one offered a whimper when an EVP recently held a meeting with my department. What my team does see is that the member-centric philosophy does not exist except in KUP training; what matters is keep wrap low, and keep calls to 2-3 minutes. I have been practicing "one-and-done" with the member so that he is not required to call another number or be transferred--I am still being "coached" to reduce my call-time. The manager knows that I can not service the member AND keep my call time to 3 minutes, but they just coach me: "Your opportunity is to reduce your call time." The members want my extension because they love the way I treat them. The members have stated to me, " I am tired of dealing with ignorant little children."

Dear Military men and women: Thank you for your service!

My desire is to help you, but my efforts keep getting bashed.

This seems to be part of the common thread at this site.

Wow...ouch!

Semper Fidelis
Dudley