Are you still proud of USAA

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Greg in Tampa, Florida

84 months ago

I worked for usaa for two months ..right up until the day they put us on the phones alongside out "coworkers"...the drones that had the brainwashed tone and the look of a dead fish in their eyes. All I saw at USAA in Tampa was a group of middle aged women that have worked there all their lives because their husbands made more money and could support the "call center hoby"/

If you have any pride and an origional thought.....dont work there..but take the job and mild the 8 weeks of training for 29k with a degree.
Geeeeezzzz

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Curious in Sacramento, California

84 months ago

Greg in Tampa, Florida said: I worked for usaa for two months ..right up until the day they put us on the phones alongside out "coworkers"...the drones that had the brainwashed tone and the look of a dead fish in their eyes. All I saw at USAA in Tampa was a group of middle aged women that have worked there all their lives because their husbands made more money and could support the "call center hoby"/

If you have any pride and an origional thought.....dont work there..but take the job and mild the 8 weeks of training for 29k with a degree.
Geeeeezzzz

Out of curiosity, why did you take the position and what were you expecting? It's a boring call center job for an insurance company, what possible reasonable expectations could you have had that were trounced thoroughly in the course of a single day?

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to tell the truth in Tampa, Florida

73 months ago

Greg in Tampa, Florida said: I worked for usaa for two months ..right up until the day they put us on the phones alongside out "coworkers"...the drones that had the brainwashed tone and the look of a dead fish in their eyes. All I saw at USAA in Tampa was a group of middle aged women that have worked there all their lives because their husbands made more money and could support the "call center hoby"/

If you have any pride and an origional thought.....dont work there..but take the job and mild the 8 weeks of training for 29k with a degree.
Geeeeezzzz

29k with a degree. They're paying $30k for kids with only highschool degrees. I'm disengaging all of my products from USAA. Since the type of people they're hiring now adays are below standard, I don't trust anything I have with that Company.

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Johnna Calverase in Jyderup, Denmark

70 months ago

I can tell you that as of 2 years ago I noticed the change in the quality of service given by USAA. Once known for its personal service you cannot get a decent rep on the phone to provide customer service. If you speak to anyone they sound like they are VERY YOUNG and have had absolutely zero customer care training. They just dont know how to quickly and effectively solve problems. After being on the phone with USAA for 2 hours today trying to sort out a simple problem I decided it was just easier and quicker to open an account at another lousey bank over the internet in 10 minutes. What is the difference and why would I stay with USAA as they offer nothing these days which is better than the average bank. At least the average bank has 24/7 phone service and many branch locations. I banked with USAA for 20 years and I am sad to see such a once great company reduced to nothing special in its market place.

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Johnna Calverase in Jyderup, Denmark

70 months ago

I can tell you if you have been a custoner of USAA you would understand why this guy left....the service in the last two years is abyzmal.

Good on you for leaving...this company sucks now.

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MrAZ in Anytown, Arizona

61 months ago

Johnna Calverase in Jyderup, Denmark said: I can tell you that as of 2 years ago I noticed the change in the quality of service given by USAA. Once known for its personal service you cannot get a decent rep on the phone to provide customer service. If you speak to anyone they sound like they are VERY YOUNG and have had absolutely zero customer care training. They just dont know how to quickly and effectively solve problems. After being on the phone with USAA for 2 hours today trying to sort out a simple problem I decided it was just easier and quicker to open an account at another lousey bank over the internet in 10 minutes. What is the difference and why would I stay with USAA as they offer nothing these days which is better than the average bank. At least the average bank has 24/7 phone service and many branch locations. I banked with USAA for 20 years and I am sad to see such a once great company reduced to nothing special in its market place.

Curious as to why this is? I worked there for ahout 15 months. My call-handle time was always the best. Guess what my manager said? "You are too fast amd efficient on your calls!"

Uh, I thought we were told these are busy military members and their time was valuable???

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mark coats in Charles Town, West Virginia

58 months ago

I had Usaa coverage for more than ten years after a death in the family lost of two business's and my job this compassonate company threw me to the dogs, to hear their new advertising campaign calling to bail out people in need rings hollow. this is one of the most shallow companies I have ever had a relationship with. After years of paying my bill when I began to have trouble never did I recieve a call asking if I was ok or having a problem but I did recieve calls to infrom me I was going to have to pay higher costs and and lump sums instead of broken up payment...if I was having trouble paying the smaller payments did they think paying a larger one was easier? then they cancelled me after I tried my best to get back in to good standing USAA SUCKS OUT LOUD

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bluebic in Wise, Virginia

55 months ago

i work for USAA in a third party call center. i know how all of you feel. i'm not going to give names, but there are some centers who don't train their soon to be reps efficiently. when i first started i had no idea how to work anything (not to mention i didn't have the most knowledge in banking) but the managers just told me to "wing it". so i did.
someone mentioned earlier about making close to 30k, well i'd be lucky to barley meet 19k. i love helping you guys, and so do "most" of the agents, but it's really hard to get that great service from USAA from years ago because the company has changed so much... and none for the better. they slave drive some agents. as i had stated, most don't care anymore, and i think that's the most important part of a relationship between agent and client. one thing i can say good about the company is that they really strive to meet excellence. they have made it so hard just to pass a monitor these days that it's lowered morale all through the company. we fail a monitor if we don't, as they say "probe" the member for the reason of the call. some of you really don't have them time and find it rude if someone asks "why are you moving this money" "what are you going to buy".
the job itself has drained me mentally to the point where i don't much care about doing the job, simply because of the way the company is ran and how low the agents are treated. i still help you all in any way possible and more if i feel you could benefit.
i'm the worlds most generous person when it comes to refunding nsf fees. 29 dollars!!! you can go into debt so fast, and i know it's hard on you all.. i think it's unfair.
the whole point of this is that i want you all to understand, you may get a bad rep, but it's not that they don't have experience, the morale in that company is so bad cause they push us to the point where it's hard to do the job. believe me though, we care. corporate america seems to forget that we're human. USAA SUCKS MORE THAN BOY GEORGE

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EP77 in Bulverde, Texas

54 months ago

I used to be proud to tell people I work at USAA, but now I am ashamed. They have done so many unethical and illegal things during my time there that they have lost all loyalty and caring from me. A human can only care about something or someone if they are cared for as well and USAA has breached my trust. They are awful and if you must work there, stay until the bonus IF YOU CAN GET ONE because they are making the standards too high for anyone who is not upper management to actually get one.

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Former USAA Emp in Round Rock, Texas

48 months ago

I just quit USAA a few weeks ago, and let me tell you everything on these forums and Jobvent and all the other sites is true. I must admit I was fooled by the "reputation" the company has for being a great place to work so I didnt bother to do my homework before accepting the position. I hated going into work everyday, having to pretend to care about the members so I could gain their trust and offer them more products because we were "helping" them. It made me ashamed some of the sales tactics they use to get ppl to buy things. I lasted 6 months but quit when I found something else. At first I thought it was just me but all of my teammates hated going in to work everyday as well. Our team started with 13 ppl and was down to 9 but the time I left and I wont be the last either!

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EP77 in Bulverde, Texas

48 months ago

Former USAA Emp in Round Rock, Texas said: I just quit USAA a few weeks ago, and let me tell you everything on these forums and Jobvent and all the other sites is true. I must admit I was fooled by the "reputation" the company has for being a great place to work so I didnt bother to do my homework before accepting the position. I hated going into work everyday, having to pretend to care about the members so I could gain their trust and offer them more products because we were "helping" them. It made me ashamed some of the sales tactics they use to get ppl to buy things. I lasted 6 months but quit when I found something else. At first I thought it was just me but all of my teammates hated going in to work everyday as well. Our team started with 13 ppl and was down to 9 but the time I left and I wont be the last either!

I am glad you found something else. I hope you will find happiness because where you were before, you would only find despair. USAA is not the only big company out there who offers benefits. They lure you with their nice big buildings, gyms, cafes, and health plans...then you find out none of that is worth your health and self esteem. And to be really honest, their health plan gets worse every year. It sucks!! I hope I am as lucky as you...but I am trying to finish school as fast as I can so I can hightail it out of here like some of my other friends have once they graduated.

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CrashOverride in San Antonio, Texas

39 months ago

I was terminated from this wretched place just about a year ago. They fabricated insubordination reasons, which then disqualified me from TX unemployment benefits. This place breaks so many insurance laws I really wish more members would call the DOI and complain. They are only concerned with the bottom line. I had a good position and good pay. I worked very hard and "towed the company line." I had many products with them, but no longer. I know the P&C side inside and out and could tell stories that would make anyone's blood boil. My manager was a horrible person who lied to my face multiple times. May this place get the karma it deserves!

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Jay in Colorado Springs, Colorado

33 months ago

I would strongly suggest that USAA be considered as a last resort employer. I could write an entire book on my year and half rein of terror during my employment. It was hands down the worst job I've ever had.

When I was originally interviewed for the member service specialist I was told that would only be actively listening and filling obvious product gaps when they came up. Two days into training, they decided to inform us the job was hardcore sales and if we were told differently we were "lied to". I should've known then that things would not work out.

The atmosphere in that office is toxic. It is very rare to see anybody smile, or even pretend to be in a good mood. The stress level is so intense that towards the end, I was actually sick on my way to work. I would sit in my car for 10 minutes debating whether I should drive off instead of going to work.

They work people incredibly hard. It is unusual to get more then a 3 second delay between calls. You are expected to take these back to back calls for the ENTIRE shift, 40 hours a week, not even a 1 minute pause is acceptable. The majority of these calls are people screaming and yelling. They have no filter and they have no problem abusing the staff. USAA expects you to tolerate it no matter how abusive they become. Not only do you have to tolerate the abuse, they still expect you to pitch product sales to these basket cases.

They remind you how "lucky" you are to work there and threaten to find someone else anytime you push back about the abuse.

Anybody wanting more information is welcome to ask me. Anyone contemplating employment there should at least be informed of the risks

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HonestOne in Boerne, Texas

30 months ago

Everything thing in the previous posts are exact descriptions of what I experienced working at USAA in the Member Contact (MSR) area. The lower level management that I worked with was so terrible that it was actually laughable. The workplace environment that management fostered was one of fear and intimidation. Don't get fooled by the marketing phrases that USAA uses, "Military Values" etc. I was career military, and the management I worked for at USAA would have ALL been fired for incompetency and poor ethics if USAA actually practiced what they preach at the higher levels. Working there was such a bad experience that I am still passionate about the whole situation even though I quit several months ago.

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Terri S. in Avondale, Arizona

14 months ago

When I first read these comments I was upset that USAA was portrayed so poorly as a place to work, however, I understand that a call center environment is not a good fit for everyone. I have worked in call centers for over 15 years and I can tell you that the expectation of handling as many calls as possible in your day is consistent. As a result, call center work is the easiest and toughest job you could have. It's easy to sit and talk all day but it's stressful to be tethered to the phone, not know if you'll be able to breathe before taking another call, not knowing if you'll get on a long call and not be able to use the restroom, being tied to a schedule that is measured to the second for your phone productivity, the pressure to sell on every call and still sound so happy to speak to each and every person all day long, no matter what they say to you.

Other CONS: It is nearly impossible to get approved time off or a schedule change. So many people have so much more tenure and experience than you do that you will be lucky to ever get a promotion into management, training or any off the phone position. No one talks to you or even makes eye contact if you're in a different department. I've had 3 managers, one of whom may as well have been a lump of coal. It's stressful. There is very little fun allowed. No holidays are celebrated.

That being said, I have thought of leaving, but the PROS are HUGE. I was promoted within a year and could be again if I wanted to. I'm holding back because of having a great shift and I'll loose my seniority for shift bid if I take a promotion. I made over $7000 in (before tax) bonus last year which is on top of the holiday bonus of almost $1000. I get my tuition of over $2000 per class paid for so I will be able to complete my degree for FREE. My current manager is awesome.

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ArmyofOne80 in Alamo Heights, Texas

14 months ago

I'm sorry, but even though you hit the nail on the head with the cons you listed, the pros do not outweigh the cons. The opportunities are few and far between. I saw people that always asked me for help on everything get promotions and I was left behind with other more intelligent, hard working people. I'm not saying all the reps getting promoted didn't know what they were doing, but 4 out of 5 did not.

Sure, call center jobs are not for everyone. But why do you think there is a revolving door for that department? It is not secure and it is not desirable. It is a necessity to have a job sometimes, even a second one, just to get by. So no, it is not always because it is the perfect fit. Many of us would not choose this for ourselves if we had a favorable alternative. I am glad i have been gone almost four years now, finished my undergraduate studies, and am halfway done with my Master's degree....without USAA's help! I lost weight, I didn't need anxiety medicine anymore...I felt so much better. I can enjoy my life now. I don't even miss the bonuses...seriously! I am glad you found happiness there and I hope your manager doesn't change for a while.

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Paulie in Buford, Georgia

2 months ago

We've been with USAA for way too long. Someone in this forum struck a nerve by noting that a few years ago USAA suddenly began to backslide. For me it was the day they started sales pitching relentlessly with cheesy back-to-back ads on TV. Wish their recent core values actually reflected any of the touching patriotic hype. Our problem began when I asked for my own credit card / investment account. No can do - this is all under your wife's account, and you CANNOT have your own account with us. Next up was the "please move your antique cars to another carrier" - never could get an explanation of this from USAA or any service out of the company they referred me to. Since then they cannot comprehend the low annual mileages on the two cars - big numbers like ZERO and FIVE (miles). NEVER try to insure a rental home with USAA - easier to just burn it down. NEVER call to let them know that you've upgraded to Hardiplank siding - small premium break due to its fireproof nature, offset by a HUGE net increase due to replacement value - did I mention the 50 year warranty it came with, and that it won't burn (major constituent is CEMENT)? Then there's a request for what our roof is made of - I'm an electrical engineer, not a chemist, and they grossly had the age of it wrong, guess that'll have to do for our next increase. Basically, every contact with customer no-service lately has resulted in a DUH-HUH-WHUT? I have requested direct contact information for my top employee (I am a stockholder after all), the President/CEO, to provide a job performance review, but so far that one has them even more stumped than the insurance questions. Looks like we'll have to terminate their employment.

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Paulie in Lilburn, Georgia

2 months ago

The stink laden USAA plot thickens and festers. I got a call from a senior customer no-service "Office of the President" person last night regarding my roof questions. She said that she had no idea of the impact upon the policy premium, as that would take 30 to 45 days to generate. Next she actually ARGUED with me about the age of MY ROOF. Heck, what would I know, I just live here and paid the bill to have it upgraded a few years ago and now have the receipt in my hand - OK, fine and dandy, just trying to be honest with you. She asked if there was anything else, and it was revealed that she didn't actually have a copy of the questions that I had sent - WONDERFUL. OK, so if and when you decide what the presumed increase in the cost of coverage will be after you have refused to accept my information regarding the installation date (given that either it's too old or too new and coverage cost will probably go up) that you had asked for in your letter (I also offered to send a sample for them to determine the material, but she said they already knew that too, which begs the question why they bothered to send the stupid letter in the first place), I'd like some scenarios regarding alternative deductibles with respect to the someday to be revised premiums. This appeared to be like having 30 root canals done all at once with no anesthetic - totally vague and pained response. She asked if I had any other issues, and to each one mentioned (car, rental property, banking, corporate contact information, etc.) I was sternly told that she could not help with that. I actually knew less and had several tons of additional frustration (not to mention the animosity I had toward the surly no-service jerk) than before she called. Save yourselves! Avoid USAA, or dump them if you already have them!

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OhThankGawd in Virginia Beach, Virginia

2 months ago

At USAA, they hate anyone over 40. You might die soon and cost them a little cash out of their tight little pockets. Management has no idea "What it means to serve." Most customer service reps have more patriotism then all of management combined. They are just a bunch of leeches with prior military background, and they have no place running a civilian organization the way they do. They dishonor the military and employees with their expectations of perfection without proper compensation. They have forgotten what it means to serve. The proof is simple: You take care of each other and make sure no one is left behind. Yes, once a great company, but now just a bunch of bean-counting losers in senior management, and the nasty example flows down to junior management. Sure there are great people who work there. But they are outnumbered by the drama queen losers that are allowed to hassle decent human beings all day long. All it would take is a few minutes between calls to let the rep get ready for the next challenge. Maybe a kind word or two about the great job they did on the phone before railing on them about one little mistake. But that would be way too human. The beatings will continue until morale improves! USAA corporate = LOSERS! My hat is off to those on the phones providing great service.

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OhThankGawd in Virginia Beach, Virginia

2 months ago

Finally! An honest thread about USAA! A huge part of the problem is that officers are "elected" to become CEO. The military is quite different from a civilian job. The officers have not the slightest clue on how to run a corporation. They are used to running peoples lives into the ground in the military. We all love our veterans and active duty (well some of us), but who gives a crap about the overworked USAA employees? Sure as heck not Bob Davis or his minion Joe Robles! When I served in the military, I made sure my troops had breaks between tough jobs. I made sure the hard workers were rewarded. I did not allow brown-nosers to budge ahead by kissing up to me. Most of all, I treated all with as much respect as they deserved. I did not discriminate against age, or any other protected right. It was hard, because senior good-ole-boy leadership just wanted results. But I got results, because when you treat people right, they take care of you.

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