USAA reviews

Current company training/processes are inefficient to help USAA members. Representatives are "graded" on their call interaction with customers. Good thing, right? What if customers are emotionally upset and whether they get a resolution or not, they grade off their emotions. Sometimes we cannot help them because they lack information to verify their identity and we agents take the hit. Managers then "have a little chat" about our poor ratings and how we should do better.

Cannot plan PTO more than 4 months out, constant metrics and policy changes, no time to ever review vital KC changes but expected to know all of them. Constant authentication issues beyond your control causing you to be yelled at and get possible low MSATs that you cannot dispute. Consistently hearing how high our rates are yet never feeling like anyone is listening to front line workers or members that we can’t get people to buy policies with double or triple rates than competitors. Even on every cancel call, it’s expected to be an upsell. Calls being reviewed by AI is degrading.