Good benefits - Financial Services Specialist USAA Employee Review

Current company training/processes are inefficient to help USAA members. Representatives are "graded" on their call interaction with customers. Good thing, right? What if customers are emotionally upset and whether they get a resolution or not, they grade off their emotions. Sometimes we cannot help them because they lack information to verify their identity and we agents take the hit. Managers then "have a little chat" about our poor ratings and how we should do better.