Pros
good benefits, bonus, time off (if you can schedule any), plenty of overtime available, company growth/stable employment. Never was afraid I was going to lose my job because they can't afford to fire anyone with the steady increase in membership
Cons
You can always point out a new hire at USAA because they are smiling and are completely oblivious to what they've just gotten themselves into. The first few weeks of employment are amazing. You get a couple of weeks of training that consist of free food, games, learning about the great benefits, and of course learning your particular roles. Then reality kicks in when you get on the phone and realize that basically everything you learned in training makes up about 10% of your actual phone calls. Members generally do not call in with basic, easy questions; members call in with complex issues, disputes, complaints, and anything else that you are completely unprepared to handle. If you manage to make it past training and the first few weeks on the phone, then the repetitive nature of the job really starts to kick in. You do the same exact thing for 8-10 hours a day, 4-5 days a week. Yet you have to act like it's the first time you've done it for every member that calls in. Like almost every other reviewer has mentioned, if you expect any time to recover from a tough call, you are sadly mistaken. You could of course go into after call work, at the expense of hurting your adherence and possibly losing a raise/promotion. The consumer loan department in particular has taken the meaning of understaffed to an entirely new level. Then I think to myself as there are 75 people in the queue..."why would anyone else want to do this?" and then I realize why we're understaffed. There were days during the "busy" season between May and August where members were on hold for 45+ minutes to get through to us. So you start off the call with a very upset member who spent half their day waiting to talk to you, then you are expected to sell them multiple other products and have them rate you a 10/10 on the survey. Plus they're probably going to be declined for the loan anyway which just leads to more frustration. There are so many negatives you could write a book about it, but I've got better things to do and nobody has time to read that. Overall it has been a terrible experience consisting of ridiculously high expectations, laughable salaries, unhealthy amounts of stress, and a few near nervous breakdowns. Spare yourself the recurring nightmares and avoid this place.