USAA "call center" Reviews | Glassdoor.co.uk

USAA Employee Reviews about "call center"

Updated Nov 17, 2019

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3.5
64%
Recommend to a Friend
72%
Approve of CEO
USAA CEO Stuart Parker
Stuart Parker
1,186 Ratings
Pros
Cons
  • "The first year on the phones are the hardest if you do not have previous call center experience(in 357 reviews)

  • "Some managers (Not to be named here) said that they cared for the military and their families(in 122 reviews)

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Reviews about "call center"

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  1. Helpful (1)

    "usaa is great!"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Senior Member Service Representative in San Antonio, TX
    Recommends
    Positive Outlook
    No Opinion of CEO

    I worked at USAA full-time for more than 3 years

    Pros

    It's a great company and they care about their employees. Competitive pay and benefits.

    Cons

    I did not want to leave USAA, but a call center job just isn't for me. I hope to come back to USAA in the future.

    USAA2019-11-17
  2. "Awesome for military families and everyone associated"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Phoenix, AZ
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at USAA full-time for less than a year

    Pros

    Great training, care and attention, autonomy, decent money, advancement is good

    Cons

    call center is always busy, if you consider that a con-- none, other than that

    Advice to Management

    none

    USAA2019-11-07
  3. "Just started"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Anonymous Employee 
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at USAA full-time

    Pros

    Benefits, Growth, Awesome company, and Opportunities.

    Cons

    Call Center/Metrics and that's all I can think of that might be cons but I haven't really started yet.

    Advice to Management

    Do not really have advice because I have not worked there enough.

    USAA2019-10-01
  4. Helpful (6)

    "Great Company, not for everyone"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Member Service Representative in Phoenix, AZ
    Doesn't Recommend
    Neutral Outlook
    Approves of CEO

    I have been working at USAA part-time for more than 3 years

    Pros

    USAA has great flexible schedules, bonuses and education assistance program

    Cons

    Call volume isn't distributed fairly amongst reps, it's a call center so expect to be treated as just a number producing sales. For an insurance company, the health insurance provided to employees is incredibly awful. The bonuses almost make up for less pay but because this is a sales position, commission at any other insurance company would still out weigh total salary with bonuses included. Management and... resources providing information on how to handle calls is inconsistent. Managers micromanage everyone regardless of performance. Promotions are dependent upon sales numbers, military service and who you're buddies with.

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    Advice to Management

    If employees are not just numbers and this is not a sales job and all employees have equal opportunity then promotions and opportunities should not be solely dependent on numbers produced or military service.

    USAA2019-10-01
  5. Helpful (5)

    "Great company to work for but..."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Insurance Sales Agent in Tampa, FL
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I have been working at USAA full-time for more than 3 years

    Pros

    Great benefits from day 1 Great work schedule flexibility PTO hours generated every pay period Education assistance is great so use it to pursue your career of choice. Military culture

    Cons

    It is a call center and you are expected to sell insurance on almost every call. Work life balance is not that great, unpaid lunches, bonus is determined by overall business results. Florida campus is expected to outperform other campuses but you will get paid the same. Sales practices are inconsistent sometimes as well as instructions given. Managers tend to focus on what you did wrong no matter what. Even if... the call was perfect they are trained to find something you could do better. No the highest paying insurance company

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    Advice to Management

    The coaching model used at Usaa is not great. Managers are trained to focus and emphasize on "oppurtunities" rather then giving credit where credit is due.

    USAA2019-09-27
  6. "Excellent benefits"

    StarStarStarStarStar
    Current Employee - Claims Adjuster in Tampa, FL

    I have been working at USAA full-time for more than 8 years

    Pros

    Great health insurance, maternity leave and 401k

    Cons

    Most positions are call center

    USAA2019-09-17
  7. Helpful (1)

    "Mortgage Originations and compliance"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Business Risk and Governance Compliance Specialist III in San Antonio, TX
    Recommends
    Positive Outlook
    No Opinion of CEO

    I worked at USAA full-time for more than 8 years

    Pros

    As a bank employee: great place to work, outstanding employees, culture and pay above San Antonio's Market, 24 + days off

    Cons

    just try to stay away from the call center MSR type of job, unless is as a mortgage Loan Officer or processor

    USAA2019-09-05
  8. "Great culture"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Member Solutions Specialist 
    Approves of CEO

    I have been working at USAA full-time for more than 3 years

    Pros

    Great benefits, 8% match for retirement, a lot of work at home availability

    Cons

    call center job, not much opportunity for growth in company

    USAA2019-09-07
  9. Helpful (6)

    "Ups and downs"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Auto Claims Adjuster in San Antonio, TX
    Doesn't Recommend
    Neutral Outlook
    Approves of CEO

    I worked at USAA full-time for more than a year

    Pros

    Fantastic benefits, campus, amenities, people.

    Cons

    Inbound call center, no time to call out on assigned claims.

    Advice to Management

    Pick either an inbound call center with no file ownership, or allow your adjusters to put time into their claims. The environment trying to do both was toxic. Constant blame of coworkers because if they don't handle it "someone else will" and frustration from members.

    USAA2019-08-14
  10. "Great Work Environment, Great benefits"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Insurance Agent in Colorado Springs, CO
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at USAA full-time

    Pros

    USAA has the best benefits hands down. They have multiple work schedules to choose from and, as long as you perform well, will most likely get your first or second choice. USAA provides sit stand desks in the Colorado office for all employees to help alleviate sitting for 8 -10 hours a day.

    Cons

    This is a call center environment - the majority of your shift is spent tied to the phones.

    USAA2019-08-30
Found 383 reviews
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