USAA reviews

Sales metrics, phone metrics, and employee experience have all gone down hill A lot of reps are burnt out I have applied to other departments and have been declined, almost impossible to move departments

Its so disappointing that I am even having to write this review as I had been with USAA 10+ years. They have become so toxic. They have taken the focus away from both member and employee satisfaction and now care about their profit margins. They used to give 5+% merrit increases and allowed employees to acheive exceeds expectations if they earned it. They would give over a 20% annual bonus every year which is why I wanted in to begin with. Now that 20% fluctuated up and down, but it was awesome. Now the bonus is 6-8% with no real way of obtaining an exceeds expectation. They don't even have it defined on how to exceed. It's based on who the manager likes more, I'm not making this up. They have increased the workloads of their employees and not adjusted salaries to reflect. They now write you up for not meeting a requirement that is not equally applied to everyone. Some teams have the requirement with micromanaging managers that make their employees lives miserable. While other managers create positive environments for employees to succeed in. If you get the micromanaging manager you are screwed and they start looking for ways to push you out. Their MSR's are placed on PIP's and when asked what happened to "perusing progress over perfection" leadership advised that's not a real option anymore here. Leadership will lie to make employees look bad, just to push them out of their position/employment. If you want to work here, you must understand that unless you are cut throat and police your peers telling on them to get ahead, then this place is not for you. Trust me, they will fire you without hesitation. You should go somewhere else. Now maybe with their new CEO, things will turn around, but the new CEO never served a day in the military just like the last 2 CEO's and they are placed there to make USAA money and nothing more.