What's the company culture at USAA?

Oy Vey in San Antonio, Texas said: Nope. Not a manager, not a director... Just someone who appreciates the job I have, the benefits I receive...especially the 18.4% bonus this year that is HIGH above the 'industry standard'...Which industry are you referring to pony show?

This isn't Fast Food buddy.

I'm in a professional position, with a comfortable level of autonomy. And guess what...I have stress too! OMG! Did I just let the "S" word spill?! So hard to believe that working for a CORPORATION could be stressful! *GASP* Unheard of!!

Get real! LIFE is stressful!

HOW YOU MANAGE STRESS is what separates the crybabies from those who persevere! (Forgive me if the term 'crybabies' lacks tact, but the word is so perfectly suited here, that I wouldn't dare revise it.)

And it just so happens that at this corporation, those who persevere receive a THANK YOU in the form of a yearly bonus, that looks like 18.4% in 2012!

Stop crying. Stop hating. Stop maligning; people and corporations. Stop ranting insanely and making absolutely 0% sense (There's another percentage for you)

Stop warning about VPN and Ip addresses...I always click the "CLOAK" button that's built into my Superior Computer before I meander around the internet scouring forums for more unassuming victims to harass with my 'glass half-full", positive life outlook!

Oh Nooooo! Ruuuuuuuun!

stress I can handle. I have been on the phone with 250 cls in que. It is the lack of truth. my last employer allowed me to review my employment records once a year, if I asked that of my usaa manager they would laugh at me. no one went around trying to brainwash you that it was the best place to work for. we did not lie about our job conditions and could speak out in the open about them. that is why u perceive we are crybabies, when all we are doing is trying to let the public know the truth.

Great to see that the hard workers slaving in customer contact (MSRs, Claim Reps, Investment Services Reps, etc.) got a good bonus, since they actually deserve it. I'm not sure why everyone else like "Oy Vey" gets the same percentage (and then has the audacity to brag about his $20K bonus) when they are simply profiting off the "slave" labor performed by the lowest paid employees.

To Oy Vey...you don't know what the F you are talking about. USAA is a large organization and you are lucky enough to be shielded from all the BS at the operational front lines that most of the folks on this forum have legitimate complaints about. Do you work in Corporate Travel, Military Relations, Community Relations, Marketing, ....you are probably in your own little world and think USAA is just awesome. I actually understand that. However I experienced the underbelly of USAA and it wasn't good. Unethical, number driven managers who didn't give a F about ANYTHING other than their own career progression. As a former military officer, I know and live my military values and ethics. I didn't see any of those values where I worked as an MSR and my desire to always "do the right thing" led to consistent friction with management who relies on zombies who are ruled out of fear and intimidation (which don't work on me).

Fortunately, I had the ability to voice my concerns and quit. Not everyone has the luxury of walking away from even a shi@ty job in this economy. I'm sure that the managers of even a coal mine tell the coal miners that they are lucky to have their jobs.

As a very long term member, with some insight of the internal workings of USAA since I just quit a few months ago, I am perplexed with the 18+% bonus this year. When I quit:

1. FOUR of five benchmark performance criteria for the company were in the RED (i.e. not meeting goals).
2. USAA returned approximately $200 Million LESS in dividends to the members this year.
3. USAA reported this was the absolute WORST year in regard to number of claims and payouts.
So....it amazes me that the bonus matched what was determined in 2010.

I'm sure the $100K+ executives (like Oy Vey) were able to twist the numbers presented to the rubber stamped (Board of Directors) to ensure the large bonus outcome. After all....at the 100K to 150K salary range you are talking $20,000 to $30,0000 bonus for them (a year's salary for a lot of phone reps). Who cares about the membership. I guess this will justify Joe's "cut" to go up a few million from last year's take of around $7M. I'm sure his efforts at maintaining a straight face while speaking mis-truths at employee meetings are worth the Millions he makes.

You all should give high fives to the Marketing Department as they do their best to present the illusion of USAA being an ethical company to the public. However, little by little, the truth is getting out....so sad. Hey "Oy Vey" , I hope you have a back-up plan....your boss may be thinking about cutting your position to save your $20K bonus next year. I sure he/she can divy your work up to others and then show an increased productivity ratio in the department.

Hi everybody :) haven't been here awhile!!! HonestOne, I don't agree with you regarding "slave labor" :) we all sell our time and get paid for doing what we do! Some people choose to keep the job they have and some choose to find another job. I make a LOT LESS money now than what I made at USAA. I think reps get paid decent enough. But oh my gosh I do not not regret leaving that hell hole one bit!!!! I still am thankful for being able to start looking and finding another job. I already wrote it's very clerical and I deal with public only on minimal basis which I enjoy very very much. Every company is going to try to survive always and do things that they need to do to perpetuate themselves.

My advice to those who hate being on the phone -just start looking for another job and then , one you get it, leave!!!! You will be very happy, trust me. Just try not to mention call center experience in a resume cause you'll end up being in the call center again. After all, you can always find another job if you don't like your current one :) don't listen to anyone about how many unemployed out there etc ect ect Just do it!!!!! You will not get anywhere by being afraid of making a move. But you know, if you value stability and pay and not really bothered that much by being on the phone and dealing with people every single minute and selling-then you might be ok. I just couldn't do it anymore. It probably took me 2-3 years before I finally went for it. I think I knew that I don't like the job after being there for about a year but worked there for 4 or 5 years I think.

GOOD LUCK EVERYONE!

no more thank u for calling USAA in Texas said: Hi everybody :) haven't been here awhile!!! HonestOne, I don't agree with you regarding "slave labor" :) we all sell our time and get paid for doing what we do! Some people choose to keep the job they have and some choose to find another job. I make a LOT LESS money now than what I made at USAA. I think reps get paid decent enough. But oh my gosh I do not not regret leaving that hell hole one bit!!!! I still am thankful for being able to start looking and finding another job. I already wrote it's very clerical and I deal with public only on minimal basis which I enjoy very very much. Every company is going to try to survive always and do things that they need to do to perpetuate themselves.

My advice to those who hate being on the phone -just start looking for another job and then , one you get it, leave!!!! You will be very happy, trust me. Just try not to mention call center experience in a resume cause you'll end up being in the call center again. After all, you can always find another job if you don't like your current one :) don't listen to anyone about how many unemployed out there etc ect ect Just do it!!!!! You will not get anywhere by being afraid of making a move. But you know, if you value stability and pay and not really bothered that much by being on the phone and dealing with people every single minute and selling-then you might be ok. I just couldn't do it anymore. It probably took me 2-3 years before I finally went for it. I think I knew that I don't like the job after being there for about a year but worked there for 4 or 5 years I think.

GOOD LUCK EVERYONE!

Usaa...the best employer San Antonio ever had...

Guys...get educated and take control of your lives...Because fuess what..USAA doesn't care about u!!! But thats anywhere, really. Social Nerworking works...

no more thank u for calling USAA in Texas said: Hi everybody :) haven't been here awhile!!! HonestOne, I don't agree with you regarding "slave labor" :) we all sell our time and get paid for doing what we do! Some people choose to keep the job they have and some choose to find another job. I make a LOT LESS money now than what I made at USAA.

My advice to those who hate being on the phone -just start looking for another job and then , one you get it, leave!!!! You will be very happy, trust me. GOOD LUCK EVERYONE!

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Congrats on your job change. Just to clarify...my reference to "slave labor" wasn't in reference to compensation. I thought the compensaton and benefits were quite fair. My comment was relating to the terrible work environment (for MSRs) that management has fostered in the call center. I actually liked the phone aspect of the job and assisting USAA members. My call center work environment that the lower level management enforced was one of fear and intimidation. I'm sure you quit for very similar reasons as myself. My original plan was to work at USAA for the next 10-15 years, but after two years of the constant BS and lies, I decided being unemployed is better for my life right now. The MSR turnover is so high that it warrants a full time training staff with a constant flow of "newbies". Keep in mind that the number of employees hasn't gone up (even though membership has increased substantially), the training classes simply try to keep up with attrition. Funny thing is, USAA doesn't seem to care about the MSR level employees (another reference to "slave labor"...can also be called "wage laborer" or "labor commodity") or they would value employee retention and not treat them like numbers. My problem is that I held USAA on a pedestal...and it came crashing down after witnessing what I saw and experienced. I didn't meet a single manager, director, or AVP who had served in the military...so not sure how they claim "We know

HonestOne in Boerne, Texas said: ---
Congrats on your job change. Just to clarify...my reference to "slave labor" wasn't in reference to compensation. I thought the compensaton and benefits were quite fair. My comment was relating to the terrible work environment (for MSRs) that management has fostered in the call center. I actually liked the phone aspect of the job and assisting USAA members. My call center work environment that the lower level management enforced was one of fear and intimidation. I'm sure you quit for very similar reasons as myself. My original plan was to work at USAA for the next 10-15 years, but after two years of the constant BS and lies, I decided being unemployed is better for my life right now. The MSR turnover is so high that it warrants a full time training staff with a constant flow of "newbies". Keep in mind that the number of employees hasn't gone up (even though membership has increased substantially), the training classes simply try to keep up with attrition. Funny thing is, USAA doesn't seem to care about the MSR level employees (another reference to "slave labor"...can also be called "wage laborer" or "labor commodity") or they would value employee retention and not treat them like numbers. My problem is that I held USAA on a pedestal...and it came crashing down after witnessing what I saw and experienced. I didn't meet a single manager, director, or AVP who had served in the military...so not sure how they claim "We know

Do you remember some questions on the basic licensing for the claims representative?

stressed out in San Antonio, Texas said: If you are getting a $20k bonus then you are in management making everyone elses life miserable.

Not necessarily. I worked there as a software engineer and got a 20k bonus. Later found out my salary was more than my manager's, if you can believe that. Probably why I didn't get an increase in pay, ha-ha. Although I believe managers do get 50% more for their bonus, so 27% instead of 18%. Wasn't a bad job, never worked more than 40 hours, but too many meetings for people who think they are too important and you are expected to work at least 20-30% over time as a salaried employee if you want to get promoted.

I am truly surprised by some of the negative comments on here. USAA is a GREAT company to work for! I wish I didn't have to leave, but my husband got PCS orders for the military and I didn't have a choice. I wish I could find a job in our new area like the one I had at USAA. I worked in IT for the Bank and it was a high stress job, but very worth it. I had great co-workers (except for my last boss) and made some really great friends. The current CEO is amazing and is truly on the side of both the employees and the members. He's encouraging and motivational. Yes, there are a lot of meetings, and yes some managers stink. But, the last time I looked, you have that in just about every company you work in, especially of this size. I had 4 managers in 3 years and only one of them was a total jerk. I don't know if that's common or not. I heard that in other areas bosses were a lot better and you didn't get a new manager so frequently. However, I know that for me my manager changes were mostly because I either switched teams or my managers were going on to do more for their own career advancement. Overall, I loved the company and hope I may be back in SA one day to work there again! :)

CorporateHate in San Antonio, Texas said: Usaa...the best employer San Antonio ever had...

Guys...get educated and take control of your lives...Because fuess what..USAA doesn't care about u!!! But thats anywhere, really. Social Nerworking works...

USAA does not care about anyone. They gave my acount details and personal information to another member and then refused to address the issue for 3 weeks which cost me the first home I was trying to buy. As a 23 year memeber I will tell you in the last 120 days they have lost 8 out of the 10 accounts they once had from me and the other three will be gone once I shop around for where to place those.

I will never forget how excited I was to get hired at USAA. I had just been laid off from Hewlett-Packard in Novemebr of 2003 do to outsourcing of work to India and right away, I landed a job at USAA at the now defunct Sacramento campus the end of November 2003.

It took no time at all to realize that USAA was right on the heals of HP in terms of undergoing major changes at the Sacramento campus, Numbers over quality ALWAYS! I was hired as a Policy Service Advisor which is really a nice word for STUCK ON THE PHONE all day. Unpredictable break times, quiting times, and constant micro-management of my calls and work. It was awefull.

Be here at exactly 7:30am. DO NOT log-in early or late, log-in at exactly 7:30! When we tell you to go to lunch, you'd better not be on the phone or ells you will get in trouble for having to go late to your 35min lunch! However, don't just sit there and NOT pick up a call because then you are preceived as NOT taking calls. A call should only last this long and after-call-work should only last this long OR ELLS!!! When you see Executives in the hall, fall down on your knees and tell them how great everything is.

One month after I was hired, they started laying off older employees. Obviously, they were bringing in NEW people to replace the older, higher paid people. The job was VERY low-paying for the Sacramento region. I was hired at $28k a year (what a joke). People that had been in Policy Service for 5 - 6 years were getting $35k + so...it was clear what the lay-offs were all about.

The straw that broke my back was when they announced they were selling that huge Sacramento campus and were going to lease it back...WRONG! I said right away that something is wrong with this and I'm getting out of here. After just 3 months of working for USAA, I left and went back to HP! about 7 months after that, it was announced that the Sacramento campus was being closed! I think the P&C went to Arizona after that???

Watching the Dog N Pony Show in San Antonio, Texas said: . . . No wonder the SEC has ongoing investigations into this so-called 'reciprocal' corporation.

Can you please provide more details on the SEC Investigations at 9800 Fredericksburg Road?

Also: I am perplexed that not one reader/writer has mentioned the very recent precipitous departure of CFO Kristi Matus. She pulled up anchor in the middle of Robles' "annual report cycle" when her signature is required on the Jurat Page of Robles' filings with the Texas Department of Insurance. Equally disturbing is that rather than bringing in a new CFO from the outside to sweep clean with a new broom, Robles has appointed Stuart Parker who has zero experience as a CFO. When one adds up the unbroken service 20-year succession of in-house CFOs with the fact the auditors are denied access to USAA's internal controls for the "audit": this all paints a very unpleasant picture.

Swizzlez Rent-a-Shill in San Francisco, California said: Also: I am perplexed that not one reader/writer has mentioned the very recent precipitous departure of CFO Kristi Matus. She pulled up anchor in the middle of Robles' "annual report cycle" when her signature is required on the Jurat Page of Robles' filings with the Texas Department of Insurance. Equally disturbing is that rather than bringing in a new CFO from the outside to sweep clean with a new broom, Robles has appointed Stuart Parker who has zero experience as a CFO.

-----------------------------------
- Ms. Matus is just the most recent in a string of departures over the last 6 months. The Pres. of the USAA Life Insurance Co made a quick departure a few months ago...numberous senior Bank Execs, and a notable P&C Insurance Exec (Manny Rios)... to name a few (it is hard to keep count). Something must be going on for these folks to be looking for alternative employment. If they were happy with USAA and doing a good job, it seems they would stay put. Notice that Matus timed her departure immediately after the bonus! (she isn't stupid).
- IRT Stuart Parker having no experience as CFO...who cares (ummm, actually I do care)! From what I've witnessed, experience isn't a job requirement for senior execs at USAA, after all Parker also had 0 (Zero, Zip, Nada...) experience with insurance and was given/awarded the position as President of USAA Property & Casualty. I believe Parker is an expert a@@ kisser, schmoozer, & wheeler dealer and whatever they want from him as CFO, he will be happy to oblige. Thus...he is the perfect person for the position.

I think Parker is being groomed for CEO when Robles decides to retire. He has the record for being high ranking military and Joe was promoted to CEO after being the CFO. They only bring in high ranking military members to be CEO. I think Kristi Matus knew she hit the glass ceiling at USAA since she doesn't have the military experience. I hope she does well in her new position. It sounds like it is a step up from her role at USAA.

stressed out in San Antonio, Texas said: I think Parker is being groomed for CEO when Robles decides to retire. He has the record for being high ranking military and Joe was promoted to CEO after being the CFO. They only bring in high ranking military members to be CEO. I think Kristi Matus knew she hit the glass ceiling at USAA since she doesn't have the military experience. I hope she does well in her new position. It sounds like it is a step up from her role at USAA.

You certainly may be correct, however, Parker was not "high ranking military". He quit the military when he was a "Junior" Officer...a Major (O-4) in the Air Force. After a failed foray on his own as a "financial advisor" in private practice, he has been at USAA where his incredible rapid ascension to the top started under former CEO Bob Davis. There is more to the story that we will never know.

It may be time to close down this forum. With no posts for over a month, it seems everyone at USAA has finally discovered Nirvana.

Or, everyone has quit and the company is being fully operated by an Apple app.

TooTiredToSell in Tampa, Florida said: It may be time to close down this forum. With no posts for over a month, it seems everyone at USAA has finally discovered Nirvana.

Or, everyone has quit and the company is being fully operated by an Apple app.

With the way the economy is I think people are staying put longer. I know I am going tp try to make it until early retirement age then decide what to do next but I can't make the kind of money for doing what I do outside USAA plus I am not an MSR so I don't have to sell or be micromanaged by phone stats and when I take my breaks and lunch. It is definitely not a perfect place but I know my family that works for county and city government have it worse. If I can make it a few more years I will be able to do early retirement and hopefully find something I truly would like to do, if not I may stay until full retirement since social security is not likely to be around by the time I retire.

I think most of the former contributors on this forum have quit USAA and moved on. On a very sad note, one of my former coworkers (a young man) recently committed suicide.

HonestOne in Boerne, Texas said: I think most of the former contributors on this forum have quit USAA and moved on. On a very sad note, one of my former coworkers (a young man) recently committed suicide.

Sorry to hear that. Hopefully it was not due to his treatment at USAA.

I remember a story on the local news where a Phoenix employee had killed his wife and committed suicide and they said in the story that they had financial difficulties and couldn't get help from USAA with his home going into foreclosure. They even showed the outside of the Phoenix campus on the news. It was such a tragic story.

I have reviewed most comments on this website , they are all true. USAA, as a company changed, about 13 years ago when managers were given too much authority regarding pay and office politics. Management uses bullying and intimidation skills to motivate employees. The company uses hi-performing and experienced employees without giving them pay for performance. Some are put on special teams to work different projects and are given a pat on the back for doing so, but only after performance reviews have already been given out, including pay raises. Every employee below management is bullied. If you voice an opinion or ask for a day off you are put on a mental list by management to get rid of you. They would like to have a robot that has no family, illness or interuption in the work day. Yes they do not want you to be in the bathroom and will time you. I knew several employees who even transferred to different offices because they were told advancement opportunities would be available to them because of their skills, only to experience the same intimidation techniques. They want every employee to be married to their job and bow down to management even if they are wrong about an account. I have seen managers walk away from an employee when they see the employee coming to their desk for help. I knew several tenured employees who had high performance but not given pay raises for years simply "because we can". Human Resources does nothing to managers even if they lie to the employee. Managers are free to treat employees anyway they want to because it is a free will state. Lawyers say you cannot sue over the lies and mistreatment. They want tenured employees to leave so that they can pay someone else less money and who also knows less and doesn't know how to take up for themselves yet. HR is a joke. USAA does not care about employees and their families. I have known managers who neglect their own children because they are so egotistical about working at USAA.

wrong

dvistuba@gmail.com in Colorado Springs, Colorado said:

I would agree they have great benefits. However, I still have relatives that work there, and you have to ask yourself why a 25% of their unit is out on disability for stress related problems, new units hired 1/2 are gone within 6 months even in this current economy. Unfortunately, where they live the job market is not great especially for the salary they make is the reason they stay. This is how they get you in the cross hairs. How does that song go? "You owe your soul to the company store"

dvistuba@gmail.com in Colorado Springs, Colorado said:

Agreed. It's the truth...

USAA Flu in Renton, Washington said: I would agree they have great benefits. However, I still have relatives that work there, and you have to ask yourself why a 25% of their unit is out on disability for stress related problems, new units hired 1/2 are gone within 6 months even in this current economy. Unfortunately, where they live the job market is not great especially for the salary they make is the reason they stay. This is how they get you in the cross hairs. How does that song go? "You owe your soul to the company store"

I was given a whopping 1.76% raise because of the economy and Joe was given a 3 million dollar raise. u only get one raise a year. my prev employer gave out raises every 6 months.

USAA Flu in Renton, Washington said: I would agree they have great benefits. However, I still have relatives that work there, and you have to ask yourself why a 25% of their unit is out on disability for stress related problems, new units hired 1/2 are gone within 6 months even in this current economy. Unfortunately, where they live the job market is not great especially for the salary they make is the reason they stay. This is how they get you in the cross hairs. How does that song go? "You owe your soul to the company store"

I got a whopping 1.76% raise because of the economy. Joe got a 3 million dollar raise. My prev employer give out raises every 6 months. I agree about wages. when I was laid off by my prev employer, the best offer I got was $10.00 an hour after making $19.46 an hour.

It was announced that the Norfolk, VA office will be relocating somewhere near the current office. They have leased out part of the building starting in September with progressing to the full office by 2015. They said 75% of the office space was not being utilized and finds it better to move.

Can a long-time insider shed a little light on the background of Laura Mahan Bishop.

She is the President and Principal of USAA Reciprocal Attorney-in-Fact, Inc. which is the "ultimate controlling person" at 9800 Fredericksburg Road.

Question # 1: Does Laura [Mahan] Bishop have a life in San Antonio?

Question # 2: Was she connected in any way with Lubbock's Bishop's Cafeteria before she joined Luby's Cafeteria.

Question $ 3: Was there a relationship between Laura M. Bishop and Robert T. Herres: and was it entirely professional?

Swizzlez Rent-a-Shill in San Francisco, California said: Can a long-time insider shed a little light on the background of Laura Mahan Bishop.

She is the President and Principal of USAA Reciprocal Attorney-in-Fact, Inc. which is the "ultimate controlling person" at 9800 Fredericksburg Road.

Question # 1: Does Laura [Mahan] Bishop have a life in San Antonio?

Question # 2: Was she connected in any way with Lubbock's Bishop's Cafeteria before she joined Luby's Cafeteria.

Question $ 3: Was there a relationship between Laura M. Bishop and Robert T. Herres: and was it entirely professional?

I have been there almost 10 years and never heard of her. Why not google her name and see what you find.

Swizzlez Rent-a-Shill in San Francisco, California said: Can a long-time insider shed a little light on the background of Laura Mahan Bishop.

She is the President and Principal of USAA Reciprocal Attorney-in-Fact, Inc. which is the "ultimate controlling person" at 9800 Fredericksburg Road.

Question # 1: Does Laura [Mahan] Bishop have a life in San Antonio?

Question # 2: Was she connected in any way with Lubbock's Bishop's Cafeteria before she joined Luby's Cafeteria.

Question $ 3: Was there a relationship between Laura M. Bishop and Robert T. Herres: and was it entirely professional?

Bobby:

Are the voices back?