USAA reviews

The pacing they claim to have is a lie. They spend 6 months telling you in training that the customer is what matters, and "you can spend an hour on the phone with them if needed, as long as they're helped and hopefully you get a sale". The SECOND I was off the training hook, my manager told me I had to cut my calls down to 20 minutes maximum. I know other call centers have it shorter, but the issue is leading us to believe the time limit doesn't matter when it in fact does. I was not in a position where I needed to stay at this job, so I left once I realized this was only the beginning of what is going to be a 'sales first, quantity over quality' environment as of 2025.

No opportunities whatsoever for advancement to get off the phones. They want you to stay in your current role forever. You have a MUCH better chance of becoming an external hire & getting a role off the phones than you do working your way up. I know an MSR that is manager material with a tenure of 9yrs in his position, assisting with management & responsible for rep development who is still in member contact after 9 years. Highly successful in his role & has a degree. They’ve been dangling the management carrot to him for over 2 yrs & he’s still answering calls until 8pm every night. If you’d like to work for 10yrs with minimal pay increases and hope to get a role off the phones, this might be the position for you.