What's the company culture at USAA?

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Maria in San Antonio, Texas

120 months ago

Hi Maria said: Could you give us an example of what have you've currently experienced with the company? Have you personally experienced anything related to the forum? That would help generate better advice for you.
Thanks and good luck

Thank you for the response--so far I haven't experienced anything real bad. I was asked to work through lunch, but I agreed to do so, was paid, and given a free lunch. Everyone has been pretty nice so far, and I think the job is easy compared to other places I've worked. I am in the call center--I'm a broker. I guess I am a little gun shy because my previous employer did something so bad to me I am having to take them to court. I'm still trying to get that mess taken care of.

So far my experience at USAA has been nice, with the exception of this test issue that came up. I can see where fear and intimidation may become a part of daily life, and can see it where a person doesn't know where they stand. I was told I was doing a good job, but then on the other hand was getting the grades they wanted on the quizzes. Also, there's one boss in there whom I don't think likes me. Not sure why. I asked him to help me one morning and he got up and left. That was a little discouraging. I feel somewhat un-easy about that.
Thanks again for the reply--Maria

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Maria in San Antonio, Texas

120 months ago

Maria said:
Thank you for the response--so far I haven't experienced anything real bad. I was asked to work through lunch, but I agreed to do so, was paid, and given a free lunch. Everyone has been pretty nice so far, and I think the job is easy compared to other places I've worked. I am in the call center--I'm a broker. I guess I am a little gun shy because my previous employer did something so bad to me I am having to take them to court. I'm still trying to get that mess taken care of.
So far my experience at USAA has been nice, with the exception of this test issue that came up. I can see where fear and intimidation may become a part of daily life, and can see it where a person doesn't know where they stand. I was told I was doing a good job, but then on the other hand was not getting the grades they wanted on the quizzes. Also, there's one boss in there whom I don't think likes me. Not sure why. I asked him to help me one morning and he got up and left. That was a little discouraging. I feel somewhat un-easy about that.
Thanks again for the reply--Maria

(Was Not getting the grades)

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Sorry in Carol Stream, Illinois

120 months ago

sorry for the repeated question, my computer was in a loop.

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Eddie in Boerne in San Antonio, Texas

120 months ago

I worked there for just under 10 years. Here are my thoughts: USAA is a good place to get some experience, but always keep your eye open for the next opportunity. You will not be treated like an adult when you are on the phones. Your time will be extremely regimented. It is not so bad in the non-call centers, but those areas are constantly going through reorganizations. If you don't mind changing job titles and responsibilities with no increase in pay, then stick with something like marketing or project management. If you like being chained to a desk for exactly 8 hours a day, then join a call center.

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naperville in Chicago, Illinois

120 months ago

Eddie in Boerne said: I worked there for just under 10 years. Here are my thoughts: USAA is a good place to get some experience, but always keep your eye open for the next opportunity. You will not be treated like an adult when you are on the phones. Your time will be extremely regimented. It is not so bad in the non-call centers, but those areas are constantly going through reorganizations. If you don't mind changing job titles and responsibilities with no increase in pay, then stick with something like marketing or project management. If you like being chained to a desk for exactly 8 hours a day, then join a call center.

So, the company in its own way does promote within? I very curious of this company because I considering for applying in the marketing or project management area. Any suggestions, other than the normal application process. For me, the pay increase is a factor but the experience is a plus.

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Seamus in San Antonio in San Antonio, Texas

120 months ago

For those of you who are thinking about USAA and say, "I don't know what to think" about all the negative comments you're reading here - here's what to think: THEY ARE ALL TRUE - AND THEY ARE TAME COMPARED TO WHAT ACTUALLY GOES ON THERE. If you're still not sure - ask yourself why there are NO posts from ANYONE about how great it is there. Not one. The benefits are no better than any decent mid-size or larger company. You go there, and you will suffer, and you will stress out, and eventually you will be kicked to the curb. Please - if you are of any value as an employee - go somewhere else. I won't bother putting another story down, because I can't think of one any sane person would believe actually occured in a billion-dollar company. You simply cannot force yourself to believe what goes on there. It's hilarious...and very sad.

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John in Tampa, FL in Wesley Chapel, Florida

120 months ago

Seamus in San Antonio said: For those of you who are thinking about USAA and say, "I don't know what to think" about all the negative comments you're reading here - here's what to think: THEY ARE ALL TRUE - AND THEY ARE TAME COMPARED TO WHAT ACTUALLY GOES ON THERE. If you're still not sure - ask yourself why there are NO posts from ANYONE about how great it is there. Not one. The benefits are no better than any decent mid-size or larger company. You go there, and you will suffer, and you will stress out, and eventually you will be kicked to the curb. Please - if you are of any value as an employee - go somewhere else. I won't bother putting another story down, because I can't think of one any sane person would believe actually occured in a billion-dollar company. You simply cannot force yourself to believe what goes on there. It's hilarious...and very sad.

So So True...such a great company that turned into a living hell to work for. The ineptness of most of the management is beyond discription. They are nothing more than overpaid babysitters or Wardens in some white-collar sweatshop. I have a friend that is a manager at a major insurance company that hired an ex-employee from USAA management and he tells me how much he regrets it now. It's very sad because I used to be also proud to have worked there but grateful I left when I did. I did not leave disgruntled I left disappointed.

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Niki Hilton in Kingsville, Texas

120 months ago

Hi I am thinking about working for USAA but this site has given me lot's of information. I am in somewhat of a situation. My hubby who is in the military and may be getting out in the next month will need jobs. He looked at the website and seen the great benefits for military spouses as well as military and it looks good. But after reading this it does not. I am a recruiter contracting for a company and thought about working for USAA as a miliary recruiter I do executive recruiting for companies now. I don't know what to do I just want to make sure we both have a good job going into the San Antonio area. Do anyone have any ideals he have a background in secruity and medical and as a administrator over a medical clinic.

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Jay in Colorado Springs, Colorado

120 months ago

I notice that most of these comments come out of San Antonio- does anyone know if this corporate culture holds true in Colorado Springs? I am being hired on there, and after reading all fo these comments, I am extremely leary- I just left a very bad job situation, and am not wanting to walk into another.... I have several friends that work for USAA here and they love it, it seems to be almost a direct contradiction- is this because of locations?

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oh no! in Chicago, Illinois

120 months ago

I also was hired by USAA and will start in three weeks. Is their anyone that has any advise to try to avoid these situations. I've been hired to fill a management position in IT, so all advise will be helpful.

Thanks

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L in Tampa, FL in Wesley Chapel, Florida

120 months ago

Jay said: I notice that most of these comments come out of San Antonio- does anyone know if this corporate culture holds true in Colorado Springs? I am being hired on there, and after reading all fo these comments, I am extremely leary- I just left a very bad job situation, and am not wanting to walk into another.... I have several friends that work for USAA here and they love it, it seems to be almost a direct contradiction- is this because of locations?

If your friends are not on the phones in policy service then I can understand why they like it. If they are on the phones then they really are not your friends...Colorado Springs office maybe a little more tolerable to work for, depending what manager and director you get stuck with. But if you ever get stuck with a director like the one that works on the second floor unit of the Tampa office it will be your worst nightmare. that director has driven a record number of people out of there. USAA would save alot of money by replacing her and her pet managers.

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maria in San Antonio, Texas

120 months ago

After working here for about 3 months, I am beginning to see where this place is another looser. These stock companies are pretty much all the same; I have worked for some good ones--among them 1717 Capital management and Ladenburd&Thalman, and I have worked for many more that were bad. All of them have law suits, both private and class action against them, plus numerous suits from their investors. That speaks for itself. This business produces a bunch of cut-throat, white collar criminals.
Having driven over 1000 miles to move down here and received a contract to work in the call center, I come to the sad realization that this company has it's pets picked out in each group, and those people get special treatment. The cut-throats they want you to transfer calls to will stab you in the back right away. We have a tax team, and one of the people over there had to stop looking at her nails and pick a phone call I transferred for the tax question. She then told my boss 'I didn't know anything.' After that, I transferred a call as a referral. The guy who picked up the call made the client angry by being a smart-a$$ and they tried to blame me.
They only concentrate on things they can find wrong; never what you do right.
A waste of time and effort. Find a new place to work--or better yet, open your own business.

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Jay in Colorado Springs, Colorado

120 months ago

I am so confused- I had some friends over for dinner that work at USAA, and I got on this site and showed them the reviews, and they said pretty much the same thing I did, that the comments seem to be based out of San Antonio. They wondered if it wasn't because of the level of upper management that is located out of that office. Some of my friends are on the phones in the call center, and others are in other departments, and some admit to feeling stressed and pressured, but they all feel that they have job security. For the most part, it sounds like the environment is very different out here than in Texas.

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10 year veteran of USAA/separated in San Antonio, Texas

120 months ago

Jay said: I am so confused- I had some friends over for dinner that work at USAA, and I got on this site and showed them the reviews, and they said pretty much the same thing I did, that the comments seem to be based out of San Antonio. They wondered if it wasn't because of the level of upper management that is located out of that office. Some of my friends are on the phones in the call center, and others are in other departments, and some admit to feeling stressed and pressured, but they all feel that they have job security. For the most part, it sounds like the environment is very different out here than in Texas.

Well, Ladies and Gentlemen,

I have been away for a while, busy with my new job and distancing myself from the antics of USAA. I have to tell you that while catching up on my reading of your postings, things have not changed for the better at USAA since I left in July '06. I feel terrible for the people who have posted here who have spent the time and energy uprooting themselves to come to USAA and have found themselves disappointed in the company. I have to tell you, when I started at USAA, as I think I have written in previous postings, it was a truly great company. We were chosen, I believe by Fortune Magazine, as one of the best 100 companies to work in America. That was very true 10 or 11 years ago. I wish I knew what happened to this company. At first its decline was sutle, but in the last 5 years, the decline has been accelerated to lightening speed. I know of one employee who had started there 30 years ago when she was 17 and just recently decided that she could not take it anymore. She optioned out for a package, and she got it. She was so eager to get away that she was willing to forego her retirement and drew out her accounts and flipped them to another company. She decided she would rather just seek out another job at another company. I do not regret resigning. I may make less money, but I am so much happier!!!

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Sue in Traverse City, Michigan

120 months ago

Tell me a little about the hiring process, what are they looking for in the background check and what are grounds for them not to hire you?

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agree with you in sa in New Braunfels, Texas

120 months ago

Seamus in San Antonio said: For those of you who are thinking about USAA and say, "I don't know what to think" about all the negative comments you're reading here - here's what to think: THEY ARE ALL TRUE - AND THEY ARE TAME COMPARED TO WHAT ACTUALLY GOES ON THERE. If you're still not sure - ask yourself why there are NO posts from ANYONE about how great it is there. Not one. The benefits are no better than any decent mid-size or larger company. You go there, and you will suffer, and you will stress out, and eventually you will be kicked to the curb. Please - if you are of any value as an employee - go somewhere else. I won't bother putting another story down, because I can't think of one any sane person would believe actually occured in a billion-dollar company. You simply cannot force yourself to believe what goes on there. It's hilarious...and very sad.

So true! I have read these comments with a very sad heart. USAA used to be a great company and it isn't anymore. Yes, I am sure some of the comments are from disgruntled ex-employees but many are from hard-working, loyal, committed employees who are no longer of any worth. I would not and could not recommend this company to anyone. They have lost so many employees and many, many members that it is shocking to see billboard advertisements in SA for hiring at usaa.com. I never thought I would see the day, but it is not a company worth good employees. The benefits aren't that great anymore. Any 'world class' employer will have basically the same thine----JUST BEWARE and BE CAREFUL. The company is not for you.

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agree with you in sa in New Braunfels, Texas

120 months ago

Sorry, I meant to say basically the same thing, not thine.

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Nothing but good in Schertz, Texas

120 months ago

I am active duty military, I currently work at a reserve center. I have a lot of accounts with USAA. I was thinking about going to work for USAA. We have a whole lot of reservists who work for USAA so I started asking them what it was like. I haven't had a negative comment yet, nothing but positives about how great the company is. The closet thing I heard that was negative was one guy said his December bonus was only $6000. I am like how is that bad, I guess the previous years were bigger. Every December they do a calculation of some sort and give all the employs a bonus. Last year was like 12% of your income for the year. I learned some other stuff, as soon as you get hired they will give you a credit card with a 8% APR, just because you work for them. They have a pension plan plus some sort of 401k. The 401k plan they match 6% of what you put in it. I asked why they constantly are hiring? They try and hire a lot of military family members and military personnel. So if the military members transfers then those dependents have to quit so it opens up job vacancies. They way I see it, if you can get a job with them take it, you get a lot of experience and you can always quite if its that bad. I know I am going to pursue a job with them when I get out.

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aaron7447 in Columbia, Missouri

120 months ago

OK here is the deal. I worked for USAA, in the Phoenix office, for over 4 years I left Oct. of 2006. I am a property adjuster and have done this type of work for several companies for the last 11 years. The only comments I can make are related to claims. What I can tell you is every negative thing that has been written is ABSOLUTELY TRUE!! I left on good terms and my work product and experience was well thought off. So this is not the rantings of a disgruntled employee trying to get back at the company. Some of my best friends still work at in the claims department and say that things have not changed since I left.

* Departments are always understaffed because people leave and they never back fill the position
* Unrealistic expectations are put on the employees to perform at super high standards but you are not given the tools to get this done and OT is highly discouraged
* The management team lies to the employees
* The VP of claims is an arrogant a$$ that rules by intimidation
* It's all about the bottom line the employee's happiness is never a consideration, although they tell you it is
* Benefits and pay are good but not worth the bs you have to go through to get it
* In the claims department you are expected to handle a pending of over 75 while taking at least 20 new claims a week (anyone who has worked in claims knows that this is not possible)
* They will tell you that there is room for advancement into the different companies (IMCO Life etc)but there isn't. It is extremly difficult if not next to impossible to transfer from one company to another.

Here are some stories to show you how screwed up things are.

A friend of mine worked in claims wanted to go to IMCO. They wouldn't hire him because no experience (they bascially didn't want to pay for his training). He left the company and got hired by an investment competitor got trained by them spent 3-4 months at the competitor and then was hired by USAA.

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aaron7447 in Columbia, Missouri

120 months ago

continued

Another friend wanted to transfer from PHX to Denever from prop dept to prop dept. Denever wanted her. Assistant VP of claims said that he would not let her transfer (even though they wanted her and had room). She moved to Denever anyway and works for a competitor.

Another friend from property (who has prior auto exp.) wanted to relocate to Washington state. There was an auto position open. They hired from outside the company to fill the postion. My friend relocated anyway and now works for a competitor. Now USAA wants to hire him.

My advice is to be careful when you get hired on. As I said before I have friends that still work there and they cuss this company every single day.

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15+ year employee

120 months ago

Ditto to everything said in this forum and MORE!

You have no idea, unless you have or are currently
"living"(?) through life at the "New USAA", how bad it really is.

When the recent CEO remarks are along the lines that its been "the company or the employee" focus for too long, it should be the customer only, you have to be concerned about what you are hearing.

I, after many years of meeting expectations and exemplary comments in yearly appraisals, have for the 1st time, suffered a Partially Met Expectations fate, with a 50% reduction in bonus and no pay raise. This is despite my best efforts in lousy working conditions, with half the staff we are supposed to have during catastrophy claims staff reassignments, regular winter storm periods and constant unrelenting confusion caused by continual change. It can only be down hill from here, particularly due to my age.

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15+ year employee-continued

120 months ago

It appears by the current corporate demographics that older workers are not the norm and are becoming less and less so.

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Happily Employed in Zephyrhills, Florida

120 months ago

I've worked for USAA for about a year now and have nothing to say but wonderful things about my experience there. I am astounded by all of the negative comments. I've worked for a number of companies including a previous 'alliance' partner of USAA, my experience at that company was awful.

Things change rapidly in the world of business and if you don't change you get left behind. I do however understand the frustration some employees must feel when things are one way for so many years then change all of a sudden.

Don't get me wrong I have disagreed with some decisions that have been made by management (regarding a personal issue I had with a coworker). Not all companies are all good or all bad, but USAA by far is the best company I have worked for.

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John in Wesley Chapel, Florida

120 months ago

Happily Employed said: I've worked for USAA for about a year now and have nothing to say but wonderful things about my experience there. I am astounded by all of the negative comments. I've worked for a number of companies including a previous 'alliance' partner of USAA, my experience at that company was awful.
Things change rapidly in the world of business and if you don't change you get left behind. I do however understand the frustration some employees must feel when things are one way for so many years then change all of a sudden.
Don't get me wrong I have disagreed with some decisions that have been made by management (regarding a personal issue I had with a coworker). Not all companies are all good or all bad, but USAA by far is the best company I have worked for.

There is a difference between change for the better and digression. Unfortunately this company has digressed to treating it's frontline employees very badly. I think the CEO needs to research the innovated companies that are truly changing to a better work environment while maintaining superior service to their clients or members. Maybe USAA needs to take the advice that "Things change rapidly in the world of business and if you don't change you get left behind."

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Potential Employee in Towanda, Illinois

120 months ago

Business Week magazine just ranked USAA #1 in customer service, so that may not give a reason for mgmt.to think or believe anything is wrong. It's an interesting dichotomy - between the external and internal opinions of this company.

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Ex-Employee in San Antonio, Texas

119 months ago

10 year veteran of USAA/separated said: I worked for USAA Federal Savings Bank for 10 years. I resigned the middle part of 2006. In January 2006, the Bank hired a vice president from another lending institution who is unethical, unprofessional and has a total lack of regard for the people who report to her. There have been many complaints to HR about her work ethic, and they choose to do nothing about it. When she started at USAA, she took about two weeks to decide what person would be fired and who would be her "shopping buddy". It made no difference if your year end reviews were in an "exceeds excellance" status, if she didn't like your looks, you would be singled out and harassed until you either quit or she fired you. There is a common denominator in the people she selects to harass - any woman over 40. They're competition for her.
When she came to San Antonio, she decided she was lonely and proceeded to hire her boyfriend from her previous job. He was hired as a Director and the only thing he has exceeded in is going to fetch her her morning coffee... Highly unethical. She also shared with a manager in our department that she had been disciplined in a previous job for sexual harassment.
This is the type of executive management that USAA has chosen to hire. And, as a result, has lost hundreds of good, ethical, hardworking people. Please think twice about going to work for this company. It was once the best company to work for, but now, I wouldn't wish USAA on my worst enemy.
I agree the latest executive management has made USAA the worst place to work, and is far from being the 'Best Place for Working Mothers.'I had to work every Saturday and never had quality time with my children. I was laid off last summer 2006, and has been a blessing in disguise. Since then my high blood pressure has been stable and I now have time with my kids on Saturday.

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current USAA/P&C in Lutz, Florida

119 months ago

USAA is a great company with outstanding benefits, 401K, excellent PTO(paid time off program)and I have been with them MANY years, HOWEVER, if I was to start all over again, I would absolutley not get entangled with them. The pressure and the stress are at the point that I would accept a lesser paying job, smaller house, lesser car....you get the picture? For as long as I have been with them, they have never been appropriately staffed, the changes are radical and cause major upheaval constantly with the PROMISE of relief coming soon........relief never comes because people are no longer banging down the doors to work for us and and for every new hire, it seems 2 people leave, in addition the new hires are inexperienced, training is practically non-existant and they are moving people up through the claims lines that are still wet behind the ears and not yet qualified..a sweat shop looking for warm bodies....what does this do? They dig a hole for themselves and become buried in work they do not understand because of lack of training, unmanageable pace of work and they LEAVE vowing to never work in claims again. All this done to what used to be a fantastic career. The employee is no longer part of the 3-legged stool they perch upon.

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dr in San Antonio, Texas

119 months ago

mike from UTSA said: I am a senior at UT San Antonio and will be graduating in Dec 07 with a degree in Finance. Is there any positions that someone could suggest that i can possibly get started with in the company. I am looking to go towords a financial advisor. What is the current pay range in this area for a rookie? Do they offer internships? Any other info for a soon to be college grad would be great.

Mike,
They have financial advisors there but you will need your securities licenses first. You could go to the investment area and get your licenses but I think you have to be there for 12 months before applying to be a financial advisor.

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dr in San Antonio, Texas

119 months ago

Looking said: Beware, it is like big brother there. I know a person who got fired because they were watching her email. They watch everything.

Every financial company does that. I've worked for 2 other firms before USAA and they all did it. They don't want info going outside the company that is offensive and has their name on it. Vanguard just fired 12 people for sending sexually explicit e-mails.

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dr in San Antonio, Texas

119 months ago

I went from Vanguard to USAA and it was the best thing I ever did. The benefits are better and I'm treated like a person instead of a number. Vanguard is an evil entity. I was responsible for keeping clients with a total of a half a billion dollars happy and was paid 37k for it. Between that and being raped by a co-worker, I couldn't wait to get out. USAA almost doubled my salary and I have more freedom on the phone. We have a lot of older people in my dept and a lot of ex-military too. I worked in the Phx office and then moved to San Antonio. The Phx office seems more laid back but other than that, they're the same. I'm very happy there.

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Bobby in Seattle, Washington

119 months ago

current USAA/P&C said: USAA is a great company with outstanding benefits, 401K, excellent PTO(paid time off program)and I have been with them MANY years, HOWEVER, if I was to start all over again, I would absolutley not get entangled with them. The pressure and the stress are at the point that I would accept a lesser paying job, smaller house, lesser car....you get the picture? For as long as I have been with them, they have never been appropriately staffed, the changes are radical and cause major upheaval constantly with the PROMISE of relief coming soon........relief never comes because people are no longer banging down the doors to work for us and and for every new hire, it seems 2 people leave, in addition the new hires are inexperienced, training is practically non-existant and they are moving people up through the claims lines that are still wet behind the ears and not yet qualified..a sweat shop looking for warm bodies....what does this do? They dig a hole for themselves and become buried in work they do not understand because of lack of training, unmanageable pace of work and they LEAVE vowing to never work in claims again. All this done to what used to be a fantastic career. The employee is no longer part of the 3-legged stool they perch upon.

If anyone ever really thought that that 3-legged stool graphic that the CEO shows at every employee meeting was a true demonstration of how he thought about employees, they were SORELY mistaken. I always found it laughable that he (CEO) would get up there month after month after month and talk about the stool and how each was as important as the other, but then call employees "spoiled brats" becuase they didn't rate the company high enough to be on the "Best Companies" list. As for benefits and bonuses...the CEO always used to say "well, at least we give our bonuses in cash..." Guess what...so do a lot of other companies...AND...you can get equity as well. So, the benefits aren't really grea

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Harold in Moscow, Idaho

119 months ago

What do the employees think of the non-military members who are part of USAA? Are non-military members looked down on? Why did USAA allow non-military members to become members of USAA? Are the military members upset about this?

I've always wondered what the customer service reps think when they get on the phone with a "member" who is not actually in the military -- and has never had a military affiliation.

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current USAA/P&C in Lutz, Florida

119 months ago

Harold said: What do the employees think of the non-military members who are part of USAA? Are non-military members looked down on? Why did USAA allow non-military members to become members of USAA? Are the military members upset about this?
I've always wondered what the customer service reps think when they get on the phone with a "member" who is not actually in the military -- and has never had a military affiliation.

I know for myself that I respect all USAA members, military and non, you pay a premium for customer service whether you have the miltary affiliation or not. I treat my claims, insured and claimants alike, the way I would want to be treated. Of course I am on the claim side of things (car accidents) and I have been around there for a long time. A lot of the new hires are just out of school and I don't think they distinguish any differences either. You're a member. Period. I think they had to open up the membership because of our ever-decreasing military personell and the book of business needs to grow. It is a fantastic company for your business, banking and investments, top notch........they are just impossible to work for. Being there for as many years as I have, I have seen through the shift in CEO management, you are a number and are expendible. I used to feel like my employer really cared about me, my future and looking out for my best interest. After so many years, it is certainly not the case anymore.

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Maria in San Antonio, Texas

119 months ago

Over the weeks I have been reading this forum--what sparked my interest in it was my fear of the unknown as I started a new job at USAA. I did an internet search and found the forum.
First of all, I'd like to say all big companies are the same; you are a number, not a person. Like people in general, they look to get out of you what they can.
I have had ups and downs with USAA since I started in December'06. The first few weeks were great and the training classes were interesting and effective. But the second part of the training got funky as little things started to come out--there were the 'babies', the favorites...all under 40, who were coddled and catered to. That got sickening. Now that's over and I've moved on to the job, it's better.
I don't think they give nearly enough time in training to actually learn what needs to be done. The second part of the training was just enough to get you by on the floor taking calls and that's it. I still make mistakes and constantly get blasted for this; it's not my fault...I really don't know and more often than not don't have time to hunt down managers...who may not know either.
The GOOD things about USAA is I get a very healthy pay check and know it's coming every two weeks. Also, most of the people have been pretty nice for the most part. The benefits are pretty good, and you have the opportunity for overtime, and to make more money. Some places will not allow over time. Also, the food is good in the cafeteria, and you have time to stop and process your work--some places make you take more calls while processing the previous request. I wouldn't classify them as a boiler room. I know a boiler room when I see one--worked at several in New York City in the 90's.
It's not such a bad place. After that last training was over, I really am starting to enjoy it. I will keep posting and let everyone know.

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Ellie in Houston, Texas

119 months ago

Maria, I'm so glad to hear something positive! I never have mentioned this site to my daughter, who will be starting there in July. I only hope that it will be a positive learning experience for her. With something like 16,000 employees in San Antonio, there must be some people who think it's ok?!? How do you like living in San Antonio?

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Maria in San Antonio, Texas

119 months ago

Ellie,
San Antonio is very nice. It's an interesting and diverse city. The people are wonderfully nice.
As far as USAA, there will always be something about EVERY company that is a bummer. I just didn't didn't like part of my training because they told me if I didn't pass some kind of a stupid quiz I'd get fired. It was all bull, and I already have all my NASD licenses. However...they will terminate you after the second try if you don't pass the NASD tests--that's 7, 65, 63. My advice is that your daughter should get her licenses and then go to USAA. It will be smooth sailing then. Other than this, it's a good company, as far as I can tell, and they have a really good retirement plan. Also, working at USAA can open a lot of doors....Best wishes.

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CG in Dallas, Texas

119 months ago

Host said: Every business has it's own style. What is the office environment and culture like at USAA?
Are people dressed in business casual, jeans and t-shirts, or full-on suits? Do folks get together for Friday happy hours and friendly get-togethers?
What is a typical day in the life of an employee at USAA?

I worked for USAA for close to a year. The dress code right now is casual. The dress code depends on the company's annual contribution to United Way. The CEO "advises" as to how much you should contribute to United Way and if you do meet the goal you get casual dress for the year. If you partially meet goal, then you get casual dress for a portion of the year depending on how far or close the company was to the goal.
I resigned from USAA because it was one of the worst work atmospheres I have ever experienced. I was going to wait until I had another job in the waiting, but felt it was not worth staying any longer.I cannot speak for the whole company, but in the department I worked, Policy Service, it was miserable.
The atmosphere is that of "Let's find out what you are doing wrong" instead of positive reinforcement. I have been around long enough not to need pats on the back, but what I am referring to is beyond that. It seemed to me that everyday after being hired was spent trying to get rid of you. I am not referring to myself in particular, but all employees as a whole. I was there such a short time, but in that time, I saw a 25 year USAA employee go into "early" retirement without the benefit of getting to say good-bye to co-workers.
The training is abominable. It is self-paced, meaning self taught. You read training modules all day on the computer, then are quizzed on the content. Very little one on one, just reading one module after another. The computer simulations are not updated to match the actual computer systems you will be using on the job. The reason for this we were told was money. I could go on and on...

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major in Mountain Home, Idaho

119 months ago

Hello to you all! I am just wondering if anyone recently or is currently working in the Phoenix office...on phones.
How is the work atmosphere there?
Do you feel you have enough training?
What is the age dynamic and the physical health of the employees (in shape/stressed out/PT programs)?

Thanks for you attention. Feel free to write anything else as well.

Major

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10 year veteran of USAA/separated in San Antonio, Texas

119 months ago

I'm sorry you are unhappy. One thing I can tell you is that there are a lot of other companis who pay just as well or better and the benefits are very comparable. I am with another bank now, and even though I don't have the "title" I had at USAA, I am happier and am actually paid better than I was with a title. And the compaeny I am with now is a lot more relaxed regarding atmosphere. You don't have to watch what you say or if you speak up, you are chastised for offering your opinion. There is LIFE AFTER USAA...trust me.

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10 year veteran of USAA/separated in San Antonio, Texas

119 months ago

Major said: Hello to you all! I am just wondering if anyone recently or is currently working in the Phoenix office...on phones.
How is the work atmosphere there?
Do you feel you have enough training?
What is the age dynamic and the physical health of the employees (in shape/stressed out/PT programs)?
Thanks for you attention. Feel free to write anything else as well.
Major

I understand that Phoenix has a slightly better atmosphere than SATX, but, beware, it's still USAA. I have been hearing that Phoenix is way understaffed, but don't know that for a fact. Only hearsay. The Phoenix phones ring in San Antonio, so unless you know someone's direct extension, you cannot get through to Phoenix in general.

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10 year veteran of USAA/separated in San Antonio, Texas

119 months ago

Harold said: What do the employees think of the non-military members who are part of USAA? Are non-military members looked down on? Why did USAA allow non-military members to become members of USAA? Are the military members upset about this?
I've always wondered what the customer service reps think when they get on the phone with a "member" who is not actually in the military -- and has never had a military affiliation.

The Bank is a Federal Savings Bank, so it is open to the public. They have many non military customers of the Bank. They are treated with respect, just as our military are. There's no difference that I saw. I always treated all members with courtesy and respect. I don't know of anyone there who did not do that.

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10 year veteran of USAA/separated in San Antonio, Texas

119 months ago

dr said:
Every financial company does that. I've worked for 2 other firms before USAA and they all did it. They don't want info going outside the company that is offensive and has their name on it. Vanguard just fired 12 people for sending sexually explicit e-mails.

There is a coded language amongst the employees on email. You have to be extremely careful, but as you say, most companies are like that. I think USAA is must more strict about it. I've seen people merely open an outside email from a friend who was just going to touch base with them after work, and they were fired. It all depends who is monitoring and what axe they have to grind with you. Everyone should just save their personal emails for their home PC. Also, you cannot receive an email at USAA from a friend and forward it to you home. That is grounds for termination also. Be careful out there....

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10 year veteran of USAA/separated in San Antonio, Texas

119 months ago

10 year veteran of USAA/separated said:
Yes, and if you can remember, it was after the WOAI piece is when things really started to spiral out of control at the company. If you notice, the CEO changed his demeanor in the meetings on a 180. No more "Mr. Nice Guy". Honestly, I thought the employee who gave the business plan to the media made a terrible mistake. He put the entire workforce at jeopardy. What little trust that was left at that time was totally destroyed and the other employees suffered the CEO's wrath. They're still suffering for it. I know a lot of good IT people who lost their jobs to outsourcing, and that was a shame. I know a lot of others who were extremely loyal to the company were never trusted again. I saw that as an unfortunate circumstance. I was employed there then and no one trusted anyone there again.

After I quit the company, my bosses were fired. They were wonderful caring people and some had worked for USAA for well over 20 years. They were gone in a flash and many were never told why they were terminated. Texas is an "at will" state, so they do not have to give you a reason to terminate you. One day you think you're on top of the world, the next day, you're in the "cheese line". LOL. Not actually funny for the wonderful friends I still communicate with. We've formed a sort of support system now. I've found a good job, but many have been looking for almost a year. It breaks my heart. They had been loyal employees and always received excellent year end reviews.

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10 year veteran of USAA/separated in San Antonio, Texas

119 months ago

Steve said: i am another person who is shocked to see the comments everyone has left regarding usaa. i grew up not too far from san antonio and usaa always had a good reputation as a very large, diversified company with many members, large numbers of controlled assets; in other words a safe and stable company. i also am in dicussions with them for a professional job that is unrelated to customer-facing sales and service. are most of the experiences left here from a particular divison or profession/job function?
Steve, it's in all lines of business in the company.

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CONCERNED in Peoria, Arizona

119 months ago

I WAS OFFERED A POSITION IN THE CALL CENTER AS MEMBER SERVICE REP IN PHOENIX, I WOULD LIKE TO KNOW IF YOU THINK I SHOULD TAKE THIS JOB, I WAS LOOKING FOR SOMETHING WITH A FUTURE, I HAVE BEEN AT MY CURRENT JOB FOR ALMOST 14 YEARS, I MAKE GOOD MONEY BUT THERE IS NO FUTURE AND JUST OK BENNIES, I WAS TOLD USAA IS A GREAT COMPANY, I ALMOST GOT THE JOB 5 YEARS AGO BUT DID NOT, AND NOW I'M SUPPOSE TO START IN A FEW WEEKS, BUT MY CURRENT EMPLOYER REALLY NEEDS ME AND I DONT KNOW WHAT TO DO STAY AT A COMPANY THAT I KNOW ALL THE ENDS & OUTS AT WITH NO FUTURE, TAKE A PAY CUT AND WORK AT USAA WITH POSSIBLE ADVANCEMENT OPPOURTUNITIES, PLEASE I NEED SOMEONES OPINION ABOUT THIS AND THE PHOENIX OFFICE.

STRESSED!!!

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CG

119 months ago

Please do not leave a company you have been at for 14 years for the call center at USAA! I worked at the San Antonio office and I can tell you, if it were reversed and you had worked at USAA for 14 years and wanted to leave, they would not even ask for two weeks notice, that is how much they would need you. I knew someone who had been there 25 years and she did not even get to say good-bye to her team. You will just be another number. Yes, USAA has excellent benefits, but you will pay dearly for them. The stress level is extremely high. I am mid-career, so USAA was not my first job, but it was one of the worst jobs I have had. It was not because of the pay, benefits, or co-workers, but the punitive atmosphere, which seems to be fueled by fear. I know people who have worked there for a long time and they tell me it use to be a good place to work, but not anymore.
I could not in good conscience advise anyone to work in the call center at USAA. If you had nothing to lose, it would be different, but you have a job and it sounds like they appreciate you or they would not be trying to get you to stay.

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Bobby in Seattle, Washington

119 months ago

Please share this site with as many of your USAA and former USAA friends, family and colleagues...trying to get the word out on the environment internally. I know it's a long shot, but would like for CEO (name not allowed to be posted) to get an idea of the sentiment out here...I know they're monitoring this internally, so it's a good unfiltered way to get "into" his office...

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CG

119 months ago

10 year veteran of USAA/separated said:
The Bank is a Federal Savings Bank, so it is open to the public. They have many non military customers of the Bank. They are treated with respect, just as our military are. There's no difference that I saw. I always treated all members with courtesy and respect. I don't know of anyone there who did not do that.

The USAA philosophy is service to the military, their families and associates. With that said if you are a member, whether you have a military background or not, you are treated equally. As for the employees, some have military backgrounds, some do not.

Regarding the Federal Savings Bank, it is no longer open to the public. This was changed about six months ago. The bank now has the same member criteria as the rest of the company. If you already have an account at the bank, you are automatically grandfathered in. However, if you closed your account and tried to open a new one in the future, you would have to meet eligibility requirements.

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CJ in Tijeras, New Mexico

119 months ago

CG said:
The USAA philosophy is service to the military, their families and associates. With that said if you are a member, whether you have a military background or not, you are treated equally. As for the employees, some have military backgrounds, some do not.
Regarding the Federal Savings Bank, it is no longer open to the public. This was changed about six months ago. The bank now has the same member criteria as the rest of the company. If you already have an account at the bank, you are automatically grandfathered in. However, if you closed your account and tried to open a new one in the future, you would have to meet eligibility requirements.

The only public that USAA is open to now is San Antonio/Bexar County residents.

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former adjuster in Hayward, California

119 months ago

Former employee, Sacramento, Ca said: I worked for 5 years in the Western Region Office. Everything you said is true and you could say so much more. (*name removed) and his team have total disdain for their own employees which is really sad considering that, at least in my experience, they are the best bunch of people, including the managers, I have ever worked with. In the current environment, unless you are coming in at a very high executive level or a very specialized position, I would think more than twice about going to work for USAA.

I agree worked in the Western office for 4 months. It was like being in the army. There was no flexibility and USAA insured is always right even when they rear-end someone

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