USAA reviews

As per employees with over 12 years experience, the culture has changed towards being micromanaged, scripted, required to sell even if you are doing something negative like denying a claim; employee stress is high with many out on FMLA or disability leave. Despite the high turnover rate for employees on the phone, there is little mgmt. is doing to fix work climate. Workers feel as if they have little objective methods to evaluate how well someone is doing. There is too much room for favoritism by managers and directors. You cannot question the status quo without repercussions. It is very much a call center environment where employees are told they are valued but they don't feel it.

It's a hundred billion dollar enterprise comprised of many, many multimillion dollar companies. So naturally, and unfortunately, politics rules all. And competition is unquestionably fierce. People will attempt to destroy your dreams; USAA is not immune to evil. If you're a threat to someone in power, or are a risk for undermining the culture (read: ask questions/express dissenting opinions) you will be targeted for termination, period. Unreasonable expectations of the customer service reps in terms of time management, procedural execution. Constant shifting of the sometimes inscrutable goal posts. Minimal oversight of managerial interpersonal behavior, therefore a prescription for abusive behavior. This list could go on, but I think you're getting the idea. Although there's usually no tangible product, and the doors and floors are golden, it's a veritable sweat shop, not unlike most customer service call center environments.