USAA Customer Service Insurance Agent reviews

USAA is on track for 100% turnover every 3 years. You will NEVER get off the phone. 1) Rates change. Members scream when they get a quote and the rate changes 3 days later when they call back to buy it. Members demand a manager. Manager writes you up because an issue was escalated. 2) They don’t want to refund anyone even when USAA made the mistake. Member will scream and escalate. You’ll be written up. 3) Management by write up. You will always be 1 piece of paper from being fired. They want you terrified so you’ll be a ‘yes’ man and they want you to be afraid every day you log in and every time your manager messages you for a 1:1. 4) Make a mistake about the policy, they cut your pay. 5) Make a mistake about the policy, you are no longer eligible to apply for another position. 6) Make a mistake, you lose the bonus that you are promised but will never get. 7) Sit in Managers (SIMs), Seniors, Managers and your Director all ride you to sell an impossible number of policies. You must sell something to every caller or your manager will 1:1 and tell you your performance is not meeting expectation. 8) On holidays, your schedule changes and you have to work an extra day. 9) Sometimes NICE deletes a day off that you were scheduled to have. You will get written up. Screenshot every single day that you are able to arrange in NICE so when you get 1:1’d and written up you have proof. You must always have proof of everything or your head is on the chopping block. 10) You never know if you are going to get off on time. If you have a kid to pick up from school, you need a friend, family or a neighbor to help you. You cannot clock out 1 minute early. If the phone rings 1 minute before the end of your shift you can be stuck on a call for an hour or more. 11) You are expected read the hundreds of emails you receive monthly while taking calls nonstop. If you don’t promptly respond to a Call Review email from your manager, SIM or a Senior you will be pulled into a 1:1 for Coaching. 12) You are punished continuously. You are never told you have done something well. You are treated like trash. 13) If you need to go to the bathroom, your time is docked as an Unscheduled Break. If an unscheduled break is more than 7 minutes you are required to tell on yourself and report the time to Liberty Financial so they can dock your PTO for the time. 14) If you accidentally brush the wrong button on IDCOMM, that 1-second out of Adherence is logged as 1-minute out of Adherence. Expect to get called into a 1:1 for Coaching if it happens more than twice in a month. 15) You are required to call members back when a call drops. Calls drop multiple times a day. You are required to ask your manager for PERMISSION to call a member back BEFORE you go to AUX3 to call a member back. If you do not go to AUX3 instantly when a call drops, a new call will come in. The member you were unable to call back instantly will call to complain that you didn’t call them back or that you hung up on them. Expect to get called into a 1:1 for Coaching for some combination of this cluster not going smoothly at some point during the month. 16) For every 1-second you are out of Adherence, you have to email your manager with the exact minute you were out of Adherence, explain why you were out of Adherence and tell your manager the minute you went back in Adherence. If you forget to write one of the times down or forget to email your manager, your PTO is docked for the time. If you don't send a list of every second of your day that you out of Adherence when you were not on a call, your PTO will be docked and you’ll be called into a 1:1 for Coaching, you will be disciplined, you’ll be written up, your performance review will say you are Not Performing to Expectations, you will be put on a Performance Improvement Plan (PIP), you will not be allowed to apply for any other job at USAA, you will not be allowed to sign up for overtime and if you WERE eligible for a bonus or a portion of a bonus, your manager may take your bonus. 17) You live with constant stress because you are a pawn of discriminatory practices against unmarried members, low-rank enlisted members, poor members, elderly poor minorities, female enlisted or officers. Rates are higher if you are a widow(er), separated or divorced even if you have no tickets or accidents. Rates are higher for enlisted. Rates are higher, per thousand of coverage, if you’re poor and cannot afford high liability coverages. Rates higher if you are a woman, especially an elderly woman. If a couple both served, and the member is quoted under the woman veteran’s profile the couple will pay a higher rate than if the policy is quoted under the male veteran’s profile. Rates are higher if you’re elderly even if you have no tickets or accidents. 18) You live with constant stress because members yell and or cuss you out because it takes an hour following the USAA scripts trying to get members to agree to multiple quotes and trying to get members to buy all of the quotes for products they don’t want. 19) You live with constant stress when members yell at you because they’ve been on the phone for an hour and you are required to force quotes the member doesn’t want down their throat and at the end of all of that, the USAA auto or home quote is 2X or 3X higher than the member’s current insurance carrier. TOXIC USAA is toxic to your mental and physical health and wellbeing. Your soul will be crushed. ADHERENCE – YOU PAY FOR YOUR BATHROOM BREAKS FROM YOUR PAID TIME OFF (PTO) For a year, I stopped drinking coffee. I took only tiny sips of water so that I would not need to go to the bathroom at any other time than on my scheduled break and my adherence was still not perfect. You cannot get perfect adherence no matter what you do so you are always getting a 1:1 Coaching telling you what a bad employee you are. Going to the bathroom is an Unscheduled Break if you take time other than the 2 breaks per day and lunch that you are scheduled in NICE. You must email your manager to explain why your break or lunch was not on time when you are on a call and miss your break or lunch. If you don't send these emails to your manager, you are out of adherence and in your 1:1 Coaching you will be disciplined out for your adherence and your performance review will reflect "doesn't meet expectations.” A bonus that you were told you MIGHT receive, IF your NRAC and MID POINT product sales were enough, will be LOST or CUT in HALF. You won't be allowed to apply for any other job within USAA if your adherence and sales metrics are not above the average and you are disciplined because you can’t quote and sell enough. USAA keeps that carrot dangling in front of you and takes it away before you can get it. During Team Meetings, there is 30 minutes for compliance training/learning. The time is used to compliment the manager and tell on yourself about how you are a bad sales person and what you're going to sell more. The entire team is told to log out of the Team Meeting at the same second and log into to the Compliance phone state for compliance that we are not doing so that our Adherence is correct. If our Compliance Adherence is correct. USAA says they don’t condone lying, faking and hiding, but that’s just another empty quote. PRICE It's illegal to discriminate based on marital status in some states, yet a member who gets divorced or becomes a window(er) will see their rate jump up. This rate hike for a change in marital status makes members angry. If a member gets a survey after the call, the member may give the NMA MSR low survey score because the member blames the NMA MSR and USAA or the member doesn’t carefully listen to the questions and just gives low scores on the survey across the board. If an NMA MSR gets a survey drop (the score isn’t perfect), the NMA MSR’s manager will ping you for a 1:1 Coaching session to correct your performance. Constant criticism for things the NMA MSR cannot control is stressful. It's stressful that the price of every policy depends upon how wealthy a person is, how high the rank, the branch (Air Force pays the lowest rates and Marines pay the highest rates), the sex (women pay more than men) and marital status (members with a marital status other than married pay more). If a person is an officer, they pay less than enlisted. If you separate, divorce or your spouse dies, your rate jumps up. An elderly person who loses a spouse will be forced to buy new policies. The home policy may increase $500 a year and auto may increase $500 every 6 months. Elderly people who have lost a spouse and their social security cannot afford to pay significantly higher rates. A Colonel may pay $180 a month for 5 new cars. A 75-year-old enlisted black Marine in California may pay $250 a month for liability coverage for a 25-year-old F150 pickup truck. If your home is paid off, you pay less. If you have a mortgage and a HELOC on your home, you pay more. If vehicles are paid off, you pay less. If your occupation is waitress, you pay more for the same vehicle and coverage. If your occupation is doctor, you pay less for the same vehicle and coverage. If you are retired, you pay more for the same vehicle and coverage. If you are a female retired veteran the same rank as your husband, your husband will get a rate lower than you will get. You must email your manager to explain why your break or lunch was not on time when you are on a call and miss your break or lunch. If you don't send these emails to your manager, you are out of adherence and in your 1:1 you will be chewed out for your adherence and your performance review will reflect "doesn't meet expectations" and any bonus that you would have been eligible for will be taken or cut in half. You won't be allowed to apply for any other job within USAA if your adherence and sales metrics are not above the 'mean'. It's hard to sleep or pay for the future when you feel like you are going to lose your job every day because you didn't sell to people who called to cancel polices, or to remove a kid from their policy. You are required to sell to every person that calls for a quote even though the member tells you multiple times that they are shopping around. You are punished if you are unable to sell policies to members when the price of USAA’s insurance is thousands more than callers are currently paying with a different carrier. At most companies, salespeople are the blood that keeps companies profitable. At USAA, salespeople are micromanaged, browbeaten, bullied, gaslighted and intimidated. This is why the salespeople want to get out of sales and do any other job at USAA or they want to be a manager. STRESS The majority of new hires worked at other insurance companies. We thought USAA would be better. It’s not. USAA is the most toxic working environment that my team has witnessed. It's traumatic. You will take every day of your PTO to keep your sanity and then start taking Leave Without Pay (LWOP) to keep your sanity. You have no control over your call flow. Your call flow determines your NRAC and Mid-Point metrics. Your inability to control call flow makes you a leaf blowing in the wind. You have to get a lucky call flow to get high NRAC and a high Mid-Point metric. If you are unlucky, you will be slow fired through USAA’s management by write up process for failure to sell enough quotes and policies. 4 to 8 days per month, all of the calls you receive are Service. The worse the economy gets the more service calls you get. NMA MSR insurance agents live in a perpetual state of fear and stress that they are going to be fired, written up, put on a Performance Improvement Plan (PIP) and lose a possible bonus, that USAA perpetually dangles to keep you motivated, because you cannot avoid call transfers and removing kids from parent’s policies. All employees are either above or below NRAC. If you are above, you better stay there or you’re going to get written up. If your number of quotes to callers are below the average agent, you are getting written up. If you cannot crawl to the top of the pile of crabs and sell more than your teammates, you are getting written up. You are pressured nonstop to sell from the second you log in until the second that you log out. The pressure is never-ending. When you get a call from a member asking a question, you feel angry at the member because your NRAC and Mid-Point metrics go lower with every service call you transfer, every service question you answer and every child you take off of an existing policy. SHRINKAGE Every month you get an email about "shrinkage". Shrinkage is all of the seconds that you were not on the phone taking calls for the exact number of seconds that you were supposed to be at the exact time scheduled in NICE. Shrinkage is an account of the time you were not in "Adherence". You must be in the correct phone state every second of your shift. You are expected to stay on your NICE schedule down to the second for every second of every day. If you are out of your required phone state for 1 SECOND, you are docked 1 MINUTE out of Adherence. USAA docs your PTO for time out of Adherence. SURVEY A survey is offered to callers who said they wanted to participate. If you don't get a perfect survey, you will get a 1:1 Coaching Zoom from your manager. It doesn't matter that the survey came from someone who hates USAA for raising their rates for no reason. NON-STOP CALLS While on non-stop calls, you are required to be a cheerleader in multiple Slack channels. If you aren't constantly posting uplifting memes that compliment your manager and USAA and posting uplifting posts about how incredible your manager, USAA, the members and you as a salesperson are you aren’t a team player. You must post a half-dozen emojis per post how many quotes you completed and how many products you sold. Your manager will say you aren't a team player and aren't participating in the discussion if you aren’t posting cute memes all day. Your manager will mark you down on your review if you don’t post enough memes and emojis. It’s degrading. SLOW FIRED You will be slow fired after your employment file is papered with Performance Improvement Plans (PIPs) if you can’t quote and sell multiple products to EVERY SINGLE caller you talk to. It’s impossible to quote multiple products and sell multiple products to every caller because the automated phone system routes ALL calls to New Member Acquisition (NMA). NMA Member Service Representatives (MSRs) are the USAA switchboard PBX operators. NMA MSRs live in constant fear of being fired and live with constant criticism because you cannot do what you must do to get a performance review you need to get a bonus and a promotion. This is very stressful. You will have trouble sleeping at night. You will be nauseated many days because of the stress. MULTI-TASKING On every call, an NMA MSR reads multiple open browsers with individual rules in Knowledge Central (KC), takes digital notes, and must simultaneously respond to a manager pinging you to ask you for detailed information about a call 2 weeks ago that they reviewed on Grid Space. As you multitask the policy manual and getting constantly pinged, you click through multiple screens as you complete an insurance application while following a script to extract information to use to get members to buy or reveal information you can use. Responding to a manager pinging you about a call that happened 2 weeks ago divides your attention. Divided attention makes it more difficult to listen to and respond to a member’s replies and questions. If you don't instantly respond to your manager pinging you at that moment, your manager accuses you of avoiding them and chews you out or sends you an email about how you aren't meeting performance standards. Sometimes you don’t see your manager pinging you because the ping in under 3 or 4 open browsers or you are looking at a calculator as you bundle polices and rates. If your manager will write you up for a compliance error, for example, saying you didn’t ask for the whole phone number to send a 6-digit security code and only asked for the last 4-digits and you show them the screen prompt that says to ask for the last 4-digits of the phone number and you show your manager the KC rule that to ask for the last 4-digits of the phone number the write up stays in your file. Your manager won't rescind the unjustified write up. Your manager does not care about you or if the write up is justified because the point of management by writeup is to terrorize you into quoting multiple products on every call and selling multiple products on every call. The only thing your manager cares about is staying employed. To stay employed as a manager at USAA, the manager has to paper files with write ups and conform to the management by writeup philosophy so employees are terrified and SELL, SELL, SELL. Managers have to discipline and write up and berate employees to push them to sell MORE and MORE and MORE. You are always being disciplined for not selling more. You cannot control your calls. Even if you received nothing but Service calls you are expected to find something to sell to those people trying to save money who are already angry that their rate went up even though they have no tickets and no accidents. The rates tripled or quadrupled in some states. TRAINING After weeks of insurance school, and 1/3 of your class of new hires has been fired, you are put on the phones with live members. You don’t know how to use the phone system, gave a cursory understanding of Knowledge Central (KC). KC is the rule and policy manual that you keep open in multiple browsers as you take digital notes, talk to members and complete applications while being pinged by your manager and expected to post I Love USAA memes and emojis on Slack. The auditor listening to calls will write you up for every misstep and put you on a Performance Improvement Plan (PIP) in 2 to 4 weeks of being on the phones. The stress goes up from there.” MICROMANAGEMENT NMA MSRs are micromanaged. Auditors listen to calls and Slack message you if you miss an opportunity to sell something. NMA MSRs are expected to sell something to every member even if the price is $2,000 to $4,000 more than the caller’s current insurance carrier or the NMA MSR will be slow fired with management by write up. MANAGEMENT BY WRITE UP, HUMILIATION and CRITICISM You must SELL, SELL, SELL multiple quotes and multiple policies to EVERY CALLER or NRAC and Mid-Point metric will be low and you will be discipled in your 1:1 weekly coaching. NMA MSRs dread the weekly 1:1 Coaching. 1:1 Coaching is telling an NMA MSR how you missed an opportunity to sell quote a product or sell a product or that had the the wrong rule in Knowledge Central (KC) on your recorded screen during your call when you answered a member’s question. An insurance agent MUST have a KC policy open to a particular RULE for EVERY QUESTION you ANSWER or your manager will reprimand you in your weekly 1:1 Coaching. You’ll be called into a Zoom if your manager is listening to your call, or Grid Space searches your call, and you miss an opportunity to sell or say something that doesn’t get the sale. MANAGEMENT Management, at the very best companies, like The 4 Seasons, look for every opportunity to support employees. Great companies teach managers to ask frontline employees, “What can I do to make your job easier, better, more efficient, etc.?” As they walk by, managers at the greatest companies say, “How can I support, help and enable you to take care of our guest?” At USAA, managers are there to humiliate, find flaws, criticize, write up, 1:1 the life out of you by disciplining you for missing sales opportunities are not hitting metrics that are impossible to meet when the majority of calls are requesting a service, not to purchase a product. Every email, Slack ping, Huddle and 1:1 Coaching sessions fills you with dread and disgust. The criticism is as constant as the phone – nonstop. All of the managers are the same. Often, in your 1:1 Coaching, there are observers. Upper management, Seniors, Sit in Managers (SIM) and HR observe you and your manager. When your manager is out on PTO, your SIM or Senior will have a observer. Team meetings occasionally have observers. ROBOTS ONLY If you are screamed at by a member within the first few moments of answering the call, brace yourself. This happens regularly. You have to document the call when the member asks for a manager. It’s going to take you at least 10 minutes to get a manager who may 1) tell you to work out and then 1:1 Coach you when you get a dropped (lower than perfect) survey or 2) tell you to transfer to a nonexistent extension to get rid of the caller. No one wants to talk to the angry caller because no one wants a dropped survey. Not even your manager. ALL CHIEFS, NO INDIANS The entire sales team wants to be a Senior and to become a manager because it's a nightmare being a salesman. Everyone wants to be a "Chief" and no employee wants to be an "Indian." Imagine how difficult it would be to run the U.S. military if every soldier wanted to be a general. SYCOPHANTS ARE REWARDED AND PROMOTED You’ll feel like dirty hookers kissing up and telling lies about how you love USAA and your manager to ingratiate yourself with managers who gaslight you. You do this to yourself so you don’t get fired because of your unlucky call flow. Working at USAA is a mental mind crush. Working at USAA is living in a room where the walls have spikes that inch closer and tighter daily. Directors lurk in your Slack feed to make sure NMA MSRs post memes about how great your manger and USAA. An NMA MSR must include the requisite number of emojis. If you don’t post enough emojis, you aren’t supporting the USAA Culture and aren’t a Team Player. You feel like you’re in kindergarten putting stickers on your papers and notebooks so you can get a silver sticker on your hand before you go home. It’s stressful to be forced to constantly post emojis and memes into a Slack feed are while you are pinged by a manger, reading 6 open browsers of different policy manuals, following a script, writing digital notes, answering hundreds of emails a week and making sure you stay on your schedule every second of the day and tracking every second of so you can email your manager to report every second you are out of time Adherence and then report yourself to Lincoln Financial so your PTO can be docked every time you 7 minutes or more out of Adherence. Your manager will send a Top Performer email every week. Then, in your Team Meeting, the Top Performers will be cheerleaders for the manager and USAA and confess their sins of being bad employees and struggling with sales. The Top Performers all say how much they struggle with everything. This makes all of the not-Top Performers feel gaslighted by the Top Performers, your manager and USAA. PROMOTION and LATERAL MOVES You’ll see a job posting the day after the post closed. Internal jobs are mostly director level. Jobs are structured to be only for outside hires. USAA does not want to let anyone decent off the phones. The turnover rate is so high that calls are back-to-back every second of your shift. USAA won’t promote you off of the phones because no one would stay on the phones if they did. There are zero positions available between answering phones and a good job. If the phones were not so stressful, this would be a great job to get an advanced degree. It’s hard to focus on school when every day one or more colleagues on your team are crying and calling out for Leave Without Pay (LWOP) because they are having a mental breakdown. It’s also hard to concentrate on school when every day you think you’ll be fired for not meeting the impossible NRAC and Mid-Point metrics. Everyone on my team, and all the teams before, apply for position after position. USAA does not promote from within. They dangle the carrot, but all you’ll ever do is take calls nonstop, get questioned about your bathroom breaks, disciplined, written up and berated. You are allowed 2 breaks per day. An unscheduled break is deducted from your PTO. Not 1 person I’ve worked with likes answering the phone and that’s mostly because of the mental abuse and relentless criticism. Even when your Compliance is 100%, managers look for anything to criticize. When you show them the KC that says that what you did was correct, they don’t care. The write up stands. NON-PAYMENT CANCELLATIONS (NPCs) 5 to 10 calls a day are from people who didn’t pay their bill within 10 days of the due date. The $15 late fee is instant and the policy cancels on the 10th day. If this happens twice, the member can never make a payment for the rest of their life. They must pay in full. The rate jumps. These members scream, yell, threaten and escalate to a manager. A manager will tell you to schedule a callback. The member will give you a dropped survey, and you will get Coached in your 1:1, get a failure to meet expectation on your Review and maybe lose ½ or more of your bonus if there is one that year. MID-POINT METRIC Beat your team mates. You are a crab in a bucket. You have to be the top crab in the bucket or you are on a path to being slow fired. If you're not selling more than the average, you are below the mean. If your Mid-Point metric is below the mean, your bonus will be cut or you'll lose it. Be patient. When you get a raise, you won't get your money for a month or two. Be patient. When you get a promotion, you won't get it for a month or two. TECH Nothing works. Nothing interfaces. System errors a dozen times a day or more. Slow computer. Computer crashes. Computer freezing. Call drops. You sell $0 down policies because there’s a coding issue that won’t add and allocate the payments properly. $0 down sounds good, but it’s not because for 5 months the policy is dramatically higher and outside the budget of members. After an hour of quoting a policy and getting a ‘yes’, the computer won’t allow the first payment so instead of a $350 a month auto payment, the member has a $420 a month car payment and cannot afford the policy. Because the member cannot afford the policy, you lost a sale and your NRAC and Mid-Point will be low and you’ll spend the end tire week worried if you’re going to get fired because your stats are low. Computer restarts in the middle of a sentence. Musical Member happens multiple times a week. Musical Member is when your caller is transferred to a different agent and you get another agent’s member mid-sentence. Cannot checkout after a member agrees to buy all those policies you just spent an hour quoting so your NRAC and Mid-Point are going to be brought up in Slack pings, your 1:1 Coaching, your team meeting and constant Huddles called to stick electric cattle prods in you. Members complain and or yell about the tech issues. STAT DRIVEN Stats are posted in your Slack and in your email to make you competitive with your team mates, other teams in your district and everyone else doing the same job. From the second (and you better log in at the precise second or your Adherence won’t be good enough and you’ll get Coached in your 1:1 and fail to meet expectations in your review) you have to have slam that gas pedal to the floor and sell, sell, sell. Management will make it clear multiple times a day, every day, that coffee is for closers. If your stats don’t make the cut, you’re out. People are fired and quit every day. Team members join your team and then they are gone. Everyone I work with is miserable and or looking for a new job. The constant pressure to see, with an impossible Service call volume, sets us up for failure. Insomnia, nausea, headaches are on the menu daily. Employees feel like they could be fired every day, at any moment, for not selling enough, not being complimentary enough to their manager, not quoting enough policies or for missing a 1:1 or a Team Meeting. when you are on a call. In every 1:1 you're told you are not enough and not selling enough and not quoting enough. When you try to push quotes on people who don't want them, members are annoyed and if they get a survey, they mark you don't for "offering the wrong product" or not listening to their needs and wants. When your Director sits in on your Team Meeting, you are expected to be a cheerleader and gush about how much you love your manager, USAA and the Director. If you express any thought other than complimentary toward the company, you are not a team player. If you say you receive service calls 50% of the time, the Director and manager will say, "everyone else receives service calls and they are performing." It's not true. Some weeks you get nothing but calls from the wives of admirals, generals and colonels taking kids off of policies who graduated from college. Some weeks you get nonstop calls from people with $900,000 homes. Some weeks you get nothing but calls from drunk people at the VFW looking for $35 a month insurance. Some weeks you get almost entirely calls for people with a nonpayment cancellation (NPC). People with 2 NPCs must pay in full. For the rest of the member's life, they must pay in full for a policy. They have to pay their past due and pay in full for the next 6 months and the rate often doubles, triples or quadruples. Members cry, scream and demand to talk to a manager when the rate jumps so high and they are in financial distress. The member couldn't pay the monthly and now USAA is asking them to pay $6,000 on the spot to get insurance. At USAA, all managers have a script that says, "All MSRs (member service reps) have the same tech issues" if you cannot checkout the policies that members are willing to buy that day. Managers expect an MSR to have magical abilities to achieve NRAC and Mid-Point when 60% tp 90% of calls are service, the USAA rate is 200% or 300% more with a higher deductible and the member has to pay in full after years of making monthly payments. Some weeks you have no tech issues. Some weeks, you have nonstop tech issues all day and cannot take money from a member to sell a single policy. You will be written up for for not selling when you have tech issues. You will be berated and humiliated in your 1:1 Coaching. You will get a "Fails to Meet Expectation" on your performance review and you'll lose all or 1/2 of your bonus. Managers and Seniors do NOT care about you. They chew you all day, every day, up for not selling when you cannot control the call flow or the rate. 90% of the people that you were in your hiring class will quit or be fired before 2 years. The employees and managers who survive, are sociopaths who have been treated like garbage for years and will treat you like garbage. That's what they are taught being a manager is. This is the similar to kids who are abused and grow up to abuse their own kids. You get performance improvement plans (PIP) if you cannot sell multiple policies to every caller. Callers press any button just to get to a human. 50% of calls are Service or misdirected calls that need to be transferred. A great deal of the time you are removing a kid from a policy, transferring misdirected calls to web support, policy servicing, claims, talking to people ineligible for USAA who are annoyed and talking to Pay Per Call (PPC) people who clicked a link a week ago on the internet saying they want lower insurance rates. PPC "callers" (they didn't call, they clicked on the internet a week ago) think you're a scammer trying to get their personal information to do an ID theft. The USAA policy says you cannot take a kid off of a policy for many reasons. The parents who want to take their kid off will scream, say bad things about you and demand to speak to a manager. You'll be disciplined for escalating a call and given a 1:1 Coaching to tell you how you should have managed the member's anger better. You work with 2 screens with multiple browsers open. You are required to have the particular policy on your screen for the video recording of your screen as you answer questions. Even if you just reviewed the policy with 6 prior callers. If your policy manual isn't on the screen, you'll be pinged on Slack for a 1:1 Zoom Coaching session with your manager and be emailed a call review. While on the call listening to a member, and reading multiple open browsers and taking notes, your manager will ping you on Slack and ask you for detailed information about a call 2 months ago that they reviewed on Grid Space. If you respond, it divides your attention and makes it hard to listen and respond to the member. If you don't respond at that moment, the manager says you were avoiding them and will chew you out or sends you an email about how you are failing to meet performance standards. INSURANCE AGENTS IN NMA ARE PBX PHONE OPERATORS AT USAA Managers do not care that ALL calls are routed to New Member Acquisition (NMA). NMA MSRs cannot get enough callers, WHO WANT TO BUY, to sell products to because NMA operates as a PBX Operator. NMA MSRs get reprimanded for failing to turn service calls to remove children from a parent’s policy, transfers to the Bank, Life, and Service and Deepening (S&D) into 3 to 4 quotes per call and 2 to 3 SALES per call. An NMA MSR is put on a PIP when they receive an unlucky high number of Service calls. Service calls destroy your NRAC and Mid-Point metrics: • Service (remove a kid from a policy calls) • Transfers to Claims, Bank, Life, Service and Deepening (S&D). Deepening means selling more products to a member. • Transfers to the Member Retention Team (MRT). Calls go to MRT when a member wants to cancel the last policy a member has. Members cancel policies because of a rate hike when they don’t have a ticket or an accident or when the member has a bad claims experience If NRAC and Mid-Point metrics are not high enough, (number of calls received compared to number of quotes per call and number of products sold per call) you are • NOT eligible to apply for another job within USAA. • NOT permitted to sign up for an overtime shift. A MSR may need an overtime shift because • Your kid needs school clothes • You need to save up a health insurance co-pay of $5,000 so you or your kid can get surgery you need • You have a $3,000 car repair • You need $6,500 for a new air conditioner • You need to save up for a $800 lab tests co-pay • You need to save up for a $1,000 self-pay portion to have a tumor removed Agents are OUT OF LUCK. You got TO MANY SERVICE CALLS so you are NOT ALLOWED to sign up for over-time. You are on a path to being SLOW FIRED. Your employment file is papered with write ups so you cannot get unemployment compensation when you get fired because of your unlucky call flow. SCRIPTS NMS MSRs are forced to follow a strict series of SERVE questions and a script designed to get callers to agree to multiple quotes and buy multiple products. This scripted sales process angers many callers who want to explain their issue or ask questions out of order. This scripted process angers callers who do not want to spend an hour on the phone for an auto quote. If the angry caller gives you a dropped survey (not perfect) your manager will 1:1 you for Coaching. You’ll get a performance rating saying you don’t meet expectations which results in your manager snatching a bonus or a ½ of a bonus that you might have earned from you before Christmas. GRID SPACE AND CALL AUDITORS In addition to humans live auditing calls, your manager uses Grid Space to search for phrases you say to write you up and discipline you for in your weekly 1:1 Coaching. Your manager uses Grid Space to find missed sales opportunities to call you on the carpet about in your 1:1 Coaching. An NMA MSR must be sorry and apologize for missing the selling opportunity. An NMA MSR must type a Commitment Email to your manager related to the missed sales opportunity and outline what you are going to do about missing the sales opportunity so it doesn’t happen again. The NMA MSR must state the specific words they will say the next time they are on a call so the manager can search Grid Space for those words to make sure you said them and discipline you in your next 1:1 Coaching if you fail to adhere to your Commitment Email and you miss another sales opportunity after emailing your Commitment Email. Call auditors use Grid Space to look for terms you said in the call. Managers and call auditors speed up call. This distorts calls. You can barely understand what is said when you listen to the sentence phrases the manager searches that correspond to your Commitment Email term. Managers and call auditors skip ahead to a section where the term they searched for is and ignore everything that was said in the rest of the call. Managers write you up for what you said or didn't say, sold or didn't sell even though you talked in depth about the issue you're being written up for in a different area of the call. Your manager and the auditor don't care if they are wrong. They want you to survive in a perpetual state of Management by Writeup and fear so that you will push as many quotes and sell as many policies as callers will allow. Managers won't listen, and don’t have time to listen to, your whole call in Grid Space because a manager has a team of 10 to terrorize and that is time consuming. Managers and directors feel that terrorized employees, who are on verge of being fired, and worried about homelessness, are motivated NMA MSRs who will quote multiple products on every call and sell multiple products on every call. Salespeople are slaves with a boot on their neck who are treated like prison inmates. If you want to know what being a salesman at USAA is like, watch a prison movie. The sycophants do the bidding of the crooked prison guards. CONTINUING COMPLIANCE ED CLASSES You're required to complete online compliance classes while taking nonstop calls and reading email. Your manager will tell you to click through all of the answers as fast as you can and don't bother reading anything because it takes too long and you need to get back on the phone. You can take a compliance review, if you've taken a class in the past, to skip actually taking the compliance class. Fortunately, you can typically guess the right answers without knowing the right answer and rush back to the phones.