Boy, what company do you work for? USAA is no longer the perfect place to work for. In our department things are constanely changing not for the best but for the inconvience of the member and the representative. NMS and Policy services is very much like a call center. Your Open time is closely monitored as well as your long in time. breaks, and potty breaks. We're overwhelmed with work and a user unfriendly computer system. If you don't follow the KUP technique (know,understand, and provide) to the tee and don't ask open ended questions your out of their whether your sales are high or not. Your yearly bonus & raise depends whether or not you get along with your manager or how many brownee points he or she is trying to acquire. yes, you must be a yes person and are told that you must live and breath USAA during work hours and after hours. It is a smoke free enviroment as soon as you enter the company grounds even if your smoking in your veh it can be terms for termination. On many instances, if you get caught on a call, at the time you should be leaving for the day, you are told to come in late the next day and won't be compensated for the overtime. If this sounds like a company you would like to work for by all means go for it and good luck.