Pros
The most trustworthy members in the world. USAA's prior relationship with its members is not measurable.
Cons
Abusing the trust of the members. Members get bounced around the company because management has determined that no matter what the reason for the call the member needs to be sent to a financial advisor for a "review" and "interview". Employees and contractors (!) have learned how to game the system in order to be rewarded for referring a member to a financial advisor. As a licensed financial professional be prepared to be the recipient of all kinds of calls. Member can't pay their bills, member doesn't like their money market rate, member is upset their property and casualty rates went up? Get them to a financial advisor! You'll have a "solution" for them and the transferring employee gets an attaboy by getting them to an advisor. By the way your measurements include products per hour so good luck with the bankruptcy and loan declined calls. The biggest part of your advisor measurement is "call quality" or manager like/dislike of you. You'll find out early in your advisor job who the "fast trackers" are; generally under the age of their manager and have told their manager they want to be a manager also. Voila, a manager selectee. Want to advance currently at USAA? Tell your manager the solution to every situation is a life insurance product.