No amount of training can prepare someone for the broad range of calls they are expected to service. Even though the job title was "specialized member services," there was nothing specialized about this role.
Meanwhile USAA has several investment policies that are real dissatisfiers for members. I often felt embarrassed by limitations I had to stand behind when servicing members.
The job listing and HR mentioned flexible work schedules, but there was no opportunity to work a different schedule.
Overall- Despite feeling so inspired and proud to work for a company that serves the military, I felt that USAA (Investment Management Company) was typical of any other corporate investments firm with regard to service levels for members, and in some respects (like the rigid member investment policies) less accommodating than other firms.
The enormity of "going above for those that have gone beyond" evoked a deep, personal sense of pride and responsibility to perform at a high level to serve our members. The reality was I left work every day feeling terrible about the member experience I was providing due to the broad range of call types that I was unprepared for coupled with the lacking associate resources (which meant lengthy holds for members while trying to find answers to seemingly easy questions).
As a woman, I also felt out of place in a prodominantly male, militaristic environment. The flexible work schedule could have gone a long way in helping me feel that USAA values and understands the need for work/home balance.
