USAA
Happiness rating is 61 out of 100
3.9 out of 5 stars.
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USAA Employee Reviews

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3.7Work-Life Balance

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USAA insights

Based on 1,061 survey responses
What people like
  • Clear sense of purpose
  • Ability to learn new things
  • Inclusive work environment
Areas for improvement
  • Energizing work tasks
  • General feeling of work happiness
  • Sense of belonging
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Busy

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The most useful review selected by Indeed
Overwhelming fr adjusters great pay and maternity leave bt still a great company I am overworked tired and honestly just need some time off the phones not easy to promote if you dont interview well

Pros

Benifits/pay

Cons

Overworked phones back to back
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Becoming more unethical every day

The culture has changed at USAA and it is no longer about the employees. They’ve brought in a lot of executives from unethical companies to help make difficult financial decisions. Some of these managers are terrible people leaders and the morale has diminished significantly. Not a fun place to work anymore.

Pros

Benefits

Cons

Unethical
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Overworked stressed unrealistic expectations

Unrealistic expectations set you up for failure even as a tenured representative it’s still very stressful. The pay is average, Lots of turnover for upper management very difficult to meet expectations when constantly changing.
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Great if you are not member contact.

If you are in a member contact role, expect to be over worked. Helped to unrealistic metrics and talked down to by members and claimants everyday. Toxic environment in claims. Morale is at its all time low. Company is slowly going downhill. Benefits, bonus etc changed over the last 1.5-2 years. Not paid nearly enough for the work we are expected to complete. Claims Adjuster position is in a call center. You take back to back to back calls your entire shift. Not a career job. No opportunity for growth unless you know someone who knows someone.
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Great Culture

The culture is like no other I’ve ever worked for, amazing! USAA truly understands what it when it came to life’s unexpected curveballs and needing time to handle it. I couldn’t ask for a better experience.
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Never-ending fire-drills, and no succession planning

There are never-ending fire-drills, most of which are throw-away work because they are replaced with a new one immediately. So you work 60-70 hour weeks, the effort is throw-away, and management beats you up for it. I love the actual work (which I can love anywhere in the industry), my management hierarchy is toxic and cruel- definitely not what I expected joining them.

Pros

Christmas bonus

Cons

Hostile work environment, and acceptable inadequacy in management and executive decision making.
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Run

If you like stress and being on a phone selling all day this job is for you. Management never cared if mistakes were made as long as you sold products because everyone that calls into USAA needs to be sold something.

Pros

Employees, Bonuses

Cons

Manager, changing shifts, high stress
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Great company with a great purpose

Great company with a great culture and purpose. Your experience depends on your manager and department. “Going above for those who have gone beyond”.
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Room for Growth

Paid training and great benefits. Must obtain your license. The company has been around for years. They cater to the Military. Thank you Veterans. A++

Pros

Health Benefits

Cons

Long Hours
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Happy for the most part!

Company is dedicated to their mission and values, however advancement is hard to come by. The development opportunities are available but even then may not help with moving up the corporate ladder.
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I find it is a nice place to work

I enjoy my typical work day and feel that I am rewarded for my work. Sometime management does not listen to concerns. I think the workplace culture is pretty good.
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Great benefits

USAA is a great company to work for. I love that the mission is always to put members first. The hiring process was quick & easy & they do allow you take personal unscheduled days off if you have an emergency.

Pros

Benefits

Cons

Reading from a script
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THe company takes very good care of its employees

The company provides opportunities to work on challenging projects which enables me to make an impact on the organization.It also provides financial assistance to its employees to get professional certifications to enhance their knowledge base.
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It was a job

If you don't like interactions with people face to face this is your job. Sales driven. Back to back calls. The benefits are to outweigh the strain the calls put on you. Extensive training is good.
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Management cares, that’s rare in corporate america

Look any employer has its ups and downs. It would take me an hour to go over all the bad, but it would take me the same about the good. The thing you should care about is the culture. Is the company willing to address what is bad. Are they willing to listen? I’ve worked at a few companies and I can tell you, I have never seen a company so engaged with their employees, to actively listen and work towards improving an issue their employees are so concerned about. The cherry on top is the world-class benefits. The healthcare and retirement plan is excellent.

Pros

Benefits, generous PTO, management listens

Cons

constant IT issues, processes not the best they can be, change is slow
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Sinking ship

-Massive reduction in benefits and pay is not competitive for most roles -IT infrastructure issues abound and it’s increasingly difficult to do the work needed because of the poor and dated systems in place -Employee morale has steadily decreased but employee retention is no longer measured on the corporate scorecard so exec leadership are not focusing on the mass exodus taking place

Pros

None anymore

Cons

Benefits, pay, diminishing culture, poor IT systems
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Has its ups and downs

Workload is heavy, but with the right manager and team you can go far. Call center environment for sure. Just be sure you’re ready to take calls all day and deal with upset and loyal members

Pros

Work hour flexibility, benefits, education benefits

Cons

Short breaks, heavy call volume, training could be better
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Do not recommend working for the Chief Design Office

Business partners were misogynistic and unsupportive of design teams and leaders. Company was not prepared for a design transformation led by the Chief Design Office. Additionally, a toxic work environment that lacked maturity both professionally and organizationally led to many designers leaving within the first two years of employment.
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Good benefits but not worth the workload

Being in claims is too stressful. On top of the training being complete trash, you're dealing with angry entitled members and claimants calling in wanting to know why are they liable for an accident, why aren't you paying for their damages, why do they have the pay their deductible etc etc... And all the while handling a growing worklist of new claims that you have to call out on. Did I mention that you also have a phone adherence of 80%? Making tough liability decisions and talking to upset people constantly really takes a toll on your mental health. This company says they take care of their employees, but I'm pretty sure they mean everyone else except claims. If they hired a couple thousand more adjusters then workload would be manageable, but they're too cheap to do that. 🤷This job is so stressful that it may change you as a person. For the worst. Don't do this job if you have low tolerance for a high amount of mental stress.

Pros

Benefits are great

Cons

Pay is does not match job demands. Very tough on you mentally. May make you jaded.
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its not as great as people think it is

you will never get out of the call center if you start there. lots of office politics. severely understaffed. company has given managers too much control, leaving you no real recourse when you have a problem with one. the benefits are ok, but people make too much of a big deal about the annual bonus in February. you are so underpaid that they make you feel grateful for the bonus which still isn't much for people below management level. they don't tell you either, that executive level gets 3 times the percentage of that bonus. so people who make 6 figures are getting bonuses in the mid to high 5 figures. instead of giving employees decent wages they give more money to people who are already making more than enough to live comfortably. they treat you like there's nothing better outside of USAA and you'd be stupid to leave. I promise, there IS better out there.

Pros

benefits

Cons

work life balance, pay, management, carreer advancment
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Not Bad for a Call Center

Performance metrics are second only to member satisfaction at USAA. If you are able to speak well on the phone, complete policy changes correctly, and recommend additional products and services, you will be able to succeed and move up with the company.They provide the necessary training, pay for the licensing exam, and fingerprinting. If you pay attention during the multi-week training and study, you should be able to pass the state test on the first or second try. In 2017, they gave two 20 minute paid breaks and a 35 minutes unpaid lunch break for a normal shift. Shifts for new hires were Monday-Saturday with a set day off in the middle, plus Sunday off.

Pros

Excellent facility

Cons

Call center environment
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Overall rating

3.9

Based on 3,593 reviews
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Ratings by category

3.7Work/Life Balance
4.1Compensation/Benefits
3.5Job Security/Advancement
3.4Management
3.8Culture

Ratings from women

3.4
InHerSight Score
3.4Personal Development
3.3Career Opportunities
3.7Family Support
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