Definitely not what it used to be, just about numbers. - Senior Member Service Representative USAA Employee Review

The company is all about the numbers. Working on the phones, you’ll be micromanaged on ever changing metrics, you’ll be timed on how long your calls are, the time it takes you to solve the issue, did you comply with measures they’ve come up with (often not having anything to do with rules and regulations but more so just what they want), did you offer a product on every call and you’ll be timed on your time between calls. You're expected to take care of account follow up between back to back calls, you’ve got to convince the members to stay with the company even if our premiums are far higher than our competitors, they'll say they want feedback but it is lip service so they can say they stand for one thing but will not follow up and fix systems or processes unless profitable for them. Systems will go down and information will not be available to perform your job and you’ll still be held accountable. If bathroom breaks take you longer than 10 minutes, many managers are requiring reps to use pto. Once you’re on the phones, it’s incredibly difficult to get off. You’ll receive a precanned letter with no direction or guidance as to how to proceed even if you’re over qualified. It definitely a “who ya know” company, forget progressing if you’re not a “yes man” or if you don’t have the right connections.