What happened to me: I have a legitimate ADA-covered disability and I had formal ADA accommodation granted to me by USAA. The accommodation they gave me was not the best option and my CSM was nailing me for little procedural call-center phone-related job functions that I was not always complying with (according to them). In good faith, I asked for a different ADA accommodation to help resolve any perceived issues they had; and my requests were ignored several times. I was treated like an outcast. Shortly thereafter, I was placed on a finite 90-day final written warning for letting co-worker incoming member phone calls go to voicemail while I worked MY claims in MY pending that I am responsible for from start to finish. I again asked for ADA reaccomodation options which went ignored by USAA. Written in ink in the final written warning, the CSM's/Supervisors promised to meet with me weekly for every week of the 90 day final written warning to review my performance adherence compliance of the terms of the final written warning. Did those weekly meetings ever happen? No. All CSM's/Supervisors failed to meet with me weekly, so they made a written promise to me and then never kept their promise as they failed to keep their written promise to me. When I finally meet with a CSM 6 weeks later, I receive a positive "meets expectations" performance evaluation across the board, including written documentation and notes by one particular CSM that I have shown a trend of improving items needing correction on the final written warning. All signs indicate I am doing the right thing and meeting expectations. Was I met with weekly after this performance evaluation? No. Not once. After this, still no weekly meetings for the remaining 6 weeks of the final written warning. The Final Warning expires on the 90th day, and for 8 days after that, no CSM/Supervisor/Manager/Director mentions or writes anything negative about my compliance to me. Then the poo hit the fan: 8 days after the Final Warning expires, a CSM/Supervisor pulls me into a conference room and told I have not met terms of Final Written Warning and I am now accused of other job-related misconduct, which is total bull. I told the CSM who pulled me into the meeting how that CSM can obtain information to invalidate their false allegations against me and I ask why then was I given a "meets expectations" performance evaluation mid-way during the finite period that the final written warning was in effect? The CSM ignores me, tells me "I'm late for a doctor's appointment" and tells me I'll be fired by the end of the week.
Sure enough, a week later, I walk 10 feet into the building and I'm lead into a conference room where I'm terminated. Accusations/excuses for my termination were read to me by a CSM and Employee Relations. I asked for a written copy of my termination and I was told I would not be receiving a written copy at all.
I write this here because it's all true, verifiable fact. Nothing that I have written here is untrue and I am able to support everything written here with documentation, documents, emails, and timelines. It's not libel if it's true and amigos, it's all true with objective evidence to prove that this actually did happen.
In my personal opinion, USAA would rather terminate a disabled employee rather than work with me to engage in the ongoing interactive ADA accommodation process as required by law.
My attendance was never mentioned in any reviews or warnings nor mentioned when I was suddenly terminated.
I never expected a company who claims they "do the right thing because it's the right thing to do" to do what they did to me.
I'm sure I'm not the first, and I know I won't be the last. Take this as you will, but know that this indeed did occur to me in September, 2015 at USAA after 11 months of employment, 1 month before turning 40, and with 10 years of automobile liability claims adjusting and supervising experience at another company under my belt.
No work/life balance OT is expected if you want to stay on top of your claims.
Adjuster's I, II, and III along with Claims Examiners are all considered "call center based employees" which is unusual at the Adjuster II and Examiner level.
Adjuster I, II, III, and Examiners must be open and available for incoming inbound phone calls from all types of callers on co-worker claims that fall within your job description. Thus, the majority of your workday is taking calls on files that are owned by your co-workers. As a result, you cannot spend time working on, and calling on, the files that you own in your pending.
Very strict system of time keeping, yet there are no physical or electronic "time cards" to physically swipe or punch in and out of for Adjuster I, II, III, and Examiners.
