USAA means working with best clientele, the military, family...Outstanding benefits; dedicated employees; strong values. - Policy Service USAA Employee Review

As per employees with over 12 years experience, the culture has changed towards being micromanaged, scripted, required to sell even if you are doing something negative like denying a claim; employee stress is high with many out on FMLA or disability leave. Despite the high turnover rate for employees on the phone, there is little mgmt. is doing to fix work climate. Workers feel as if they have little objective methods to evaluate how well someone is doing. There is too much room for favoritism by managers and directors. You cannot question the status quo without repercussions. It is very much a call center environment where employees are told they are valued but they don't feel it.