The expectations of management in each business unit from Claims at policy service to Mortgage Processing are extremely excessive. When I was there we were expected to maintain about 90% on our productivity scores and 95% on our quality just to "meet" expectations. Very hard to maintain considering the volume of work we were responsible for.
I know people who asked for help in my unit and were told if they don't like it go some where else because there are 10 people behind you who want that job. Others had nervous break downs at their desks, returning after about a month so medicated they were like zombies.
Several people were terminated for doing what their managers told them to do after investor audits no one backed any of the the employees.
There are lots of people who are actually happy to be fired by USAA!! Most of the employers in San Antonio know if you get someone who lasted more than 1 year at USAA you are getting a great employee, perhaps a little damaged psychologically with no self esteem, but none the less a great employee.
USAA will brag that they do not have layoffs-there is however-a numbers game they bring on lots of unqualified contractors during busy months then end the contracts. No layoffs to report in the San Antonio or any other press.
I came to the conclusion during my time there that any company who gets rated tops in Customer Service by any rating agency does so at the expense of the front line employees. If you are thinking of working at USAA I hope you have a strong constitution against stress and belittling, sometimes the members are very happy-but management will still say it wasn't a good call because you did not follow the steps!!
