USAA reviews

I have lived here in San Antonio for all of my life. So I've heard all of these amazing stories about how awesome it is to work at USAA. However, I didn't listen to my former co-worker who said USAA isn't what it used to be. The first 6 months of the job was really awesome. The trainers who taught us our roles were fantastic. Some of the best individuals I've ever met at USAA. The onboarding process, at first, was great. However, I soon came to realize that none of our managers and leads were telling us if we were doing some right or wrong. Since we were in a nesting period for 90 days, all of the incorrect processes we did were not brought to our attention, until we were taken out of that 90 day grace period. All of a sudden, I got weekly coachings about things that have happened more than 3 months ago, and I was asked why. How am I supposed to remember what happened about 1,200 calls ago? By the way, calls are back-to-back after being trained for Auto insurance. You never get even one second to drink water, and you have to put yourself on a "no-no" status if you need to use the restroom. I always had this feeling that USAA wasn't being honest about how they monitor and review employees. USAA keeps moving the goal post to unrealistic numbers. For example, the Adherence metric is measured by how available you are to customers. There is absolutely no way to maintain it above 90% without taking shorter break times. Even at 85% requirement, I had to shorten my break times just to meet the requirement. This is a very deceptive practice especially by a fortune 100 company. If you tell employees they have 20 minute breaks, then give them that 20 minute break! Not a minute less... The insurance managers at USAA do not know how to lead. Almost every week, I was asked very vague, open-ended questions. For example, I wasn't building rapport with a client. I accept that it was my fault. However, how did management respond? They asked me: "So you missed an opportunity to build a relationship with this person. How does that make you feel?" Huh? What kind of question is that? Are you my psychologist? How does this question help me develop my skills in this role? Another problem with this company is that they depend too much on third party vendors. These vendors have no idea how to sell or handle USAA products, which effectively creates a lot of upset customers. Yet USAA continues to do business with them, then they end up transferring the pissed off clients straight to us. Doesn't USAA know these third party vendors continue to damage the reputation of the company? HR doesn't help, at all. I requested to switch to a different manager twice, and they never responded back to me. Last, but CERTAINLY not least, I was laid off by USAA the beginning of March. And guess what? The company robbed me of my 401k because I was about to hit my 2 year mark. I would have received the full vested amount if I had stayed with USAA for one month longer. In addition, they laid me off right before the annual bonus payout (convenient, right?) On top of that, I was about to take my two week paid vacation... Because they cut me off one month before my two year anniversary, USAA cheated me out of $20,000. As you can see, I feel betrayed by a company that I had worked so hard for. In conclusion, you will have a great first 6 months at USAA, but unfortunately it just leads to a dead end, and a possible lay off. If you still want to work for USAA after reading this, I have two pieces of advice for you: Never apply in any entry-level position (there are no career opportunities for you), and don't invest so much in their 401k.