Good for first ten years, bad for last three
Pros
Great benefits, decent pay if you get the bonus, which puts you at industry standards. OK facility. Good equipment. Good physical security.
Cons
Usaa went from encouraging you to be an intelligent person who cared for the members to being a scripted automaton that needed to take care of the initial request quickly and then go into sales mode. They had a new sales seminar every two years or so that all phone reps had to take. Some of them were an about face in terms of words to use or approaches to take. It got to where it was hard to converse and relate to members on the phone since you were trying to work "buzz words" into every conversation. Went from being the best company you could ever work for to being just another company. On site cafeterias, but cost was high. While they give lip service to providing "unparalleled costumer service", they are all about phone statistics that do not truly reflect productivity. You are measured on a "peer average", which sounds good on paper, but tends to make you strive to meet goals that are determined by workers who do not care about customer service. Also, you must be a cheerleader for USAA. They ask for input on how you feel the company can improve, but you need to be very careful how you phrase that input. Also, they are very "chain of command", so if you have a good manager, great, but if not, you are screwed, and no one above them wants to hear any negativity. The open door policy can really get you in trouble.