Glorified Salesman - Member Service Representative USAA Employee Review

Micromanaged, sales based metrics. In training and NEO the company states their all about “the mission” and they say “the mission” over and over to fool you to believe in it and drink the Kool-Aid. As an MSR you’re nothing but an overworked, salesman, that is constantly being monitored on your calls, micromanaged, and pushed to make offers on each call for products that the member does not need the majority of the call all in an effort to “secure the members financial security” when in reality, it’s only there to secure USAA’s financial profit and your annual bonus. Managers do not lead by example and I have witnessed this because just the other day, a manager was walking around on the floor playing Pokémon GO on his phone! You are undervalued and under paid. Education and real leadership experience does not matter. If you’re a veteran don’t be surprised when they put on the phone and do not hire you for a “corporate position” outside the call center. Unless you’re a retired O-5, O-6, or E-9 USAA doesn’t give a damn what you did in the military and what real leadership experience you have compared to your peers. You will go on the phone. They talk about room for growth, but that’s only if you brown nose your manager or you get in good and play politics with other people in the company. Other than that you’re stuck on the phones. I have a bachelors degree and will have an MBA complete next year. I am also a veteran and former commissioned officer that has led over 100 people and been directly responsible for millions of dollars of resources during the time I served, but that doesn’t matter with USAA. I’m on the phone. Lastly, don’t believe the hype that going on the phone first is “your foot in the door”. You’ll be still stuck there because the call center is a human factory.