R U N - Member Service Representative USAA Employee Review

Oct 2023-Jan 2024 *RED FLAG: All of management is brand new...within their 90 days including directors, managers, seniors, etc. The mass hired 1,000 MSRs. I worked at USAA Tampa (Commerce and Crosstown). I first worked as Customer Insurance Rep for Property and Casualty (P&C). The job description says you have to obtain your state license within your first 90 days. Well, rude awakening for my team and I...they only gave us 4 days! Yes, they give 3 tries but they schedule the next two tests the very next days after your initial test and don't give you the answer to what you missed. I failed all 3 times. They used AD Banker for our self training. If you decide to work for them anyway...start watching and studying "Insurance Exam Queen"on YouTube--she was the only person who actually helped me understand ad retain the insurance concepts. I decided to give USAA a second try. I have call center bank experience and they re hired me one month later (after the insurance job) to work as a Member Service Representative (customer service) in their call center. My training class was the first class to not have any access to the training portal that we would use on live calls. We also were not able to partner in class for our first calls to "get our feet wet" if you will. We were thrown to the wolves with no on the job training. Management is intimidating. They tell you you have help...but when you ask for it they tell you to look at the policy manual and don't help you at all. You can get written up for not pulling up the policy manual every call for every little thing you do. If you don't scroll to the bottom of the policy article....quality assurance will report it to your manager and you will get written up. Example: member asks you to transfer $100 from their Savings into their Checking...you have to pull up the transfer policy article and scroll down step by step. Sounds simple...but their policy manual is not like Google. You can't type in key words to find what you're looking for. Once you locate the article....some are extremely long. So you might only need a sentence or 2 but you're required to scroll the entire page. Now...during this time...your member is likely on hold while you find the article to: transfer funds, dispute, close a card, open a card, change an address, update a phone number, etc. You have to check in with the member every 3 minutes OR ELSE you will get a talking to. So uncomfortable to have to check in with members with no update simply to satisfy QA and your manager over such simple processes. I could go on and on. Oh! We had to shelter for a tornado while I was there. Management made it so chaotic! I barley heard the announcement to take shelter because the intercom person was so soft spoken. This was a result of Winter Storm Finn that affected most of the USA. USAA decided to keep our site open despite schools closing in the surrounding counties affecting childcare etc. for many people at work. We could see the storm approaching as we took calls and watched through the mostly glass building. Leadership teased that they would likely go home but we would have to stay because they have a higher status than we do in the company. We evacuated to the stairwell but no one told us where exactly to stay so there were people everywhere. Finally, we all sheltered securely in the stairwell. As soon as it was safe to, management shouted "BACK TO YOUR DESK!". Once at our desk, management said, "GET BACK TO TAKING CALLS!". ....There was no: head count, consideration to ask if everyone was emotionally okay, consideration for people to check on their families, etc. I went home due to poor leadership and it counted against me. So so so many more stories. Please, don't work here. If you do, go through training...apply to other jobs while in training and hopefully you can leave before you ever have to actually get on the phone/production floor.