USAA reviews

No matter how you help a member, if you don't do the scripted sales pitch, your call is rated "below expectations" and you are coached. Coaching translates into being threatened with your job and being treated as a misbehaving child. Employees must do as told and are brow beaten into submission for daring to have a different point of view. Employees are not given time to research difficult problems and coached for not meeting phone adherence goals if you do try to help a member. Unfortunately employees put their own needs above the mrmbers. Time off is next to impossible to schedule after the original round of bidding. Many employees blatantly abuse FMLA to take time off. Managers encourage their employees to get approved for FMLA, so they can call out. The mission is great, the implementation is dysfunctional.

Scheduling in certain departments could use some help Management helping you graduate from being on the phones could use some work