USAA Member Service Representative Reviews

Updated 15 Sep 2020

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3.0
41%
Recommend to a Friend
46%
Approve of CEO
USAA CEO Wayne Peacock
Wayne Peacock
15 Ratings
  1. "They Don’t Know What It Means To Serve"

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Member Service Representative in Tampa, FL
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at USAA full-time for more than a year

    Pros

    Benefits package, awesome campuses, on-site services, cafeteria

    Cons

    Low pay for the work, koolaid mentality, above average work? They don’t care.

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  2. "Call center with high pressure"

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Member Solutions Specialist in San Antonio, TX
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at USAA full-time for more than 3 years

    Pros

    401k, health insurance, gym on facility

    Cons

    Your bonus isnt guaranteed, if you don't make sales or stay within their red tape- its quickly removed. High call volume- it was back to back the entire 3 years I worked there. You're under a microscope and managed just as such. Only 2% of people on the phones move to a better job per year. Very hypocritical when it comes to serving and keeping our members top priority. It's about profit.

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  3. Helpful (1)

    "Great Company"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Member Service Representative in San Antonio, TX
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at USAA full-time for more than a year

    Pros

    Great benefits. Tuition reimbursement and on-site amenities.

    Cons

    MSR's are constantly on the phones. It can be overwhelming. For being a military oriented company, they didn't offer military leave. But they might offer it now.

  4. Helpful (1)

    "Overworked and underpaid"

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Member Services Senior Specialist 
    Doesn't Recommend
    Negative Outlook
    No Opinion of CEO

    I have been working at USAA full-time for more than 10 years

    Pros

    -good medical benefits -when olen, free gyms to use -tax free education benefits paid up to $5250

    Cons

    -no compensation increases when gaining new skill sets -hardly any room for advancement -no logical path by upper management when making decisions that impact frontline employees -no work life balance

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  5. Helpful (1)

    "Do not work here. It’s not the same company anymore."

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Member Service Specialist in Phoenix, AZ
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at USAA full-time for more than 10 years

    Pros

    Free gym, Starbucks on site, cafe on site, benefits are good

    Cons

    Phone volume is the worst, no work life balance, managers suck, management will try to get out of giving you your bonus, schedule we’re bad, coaching will beat you down because your not perfect. Sell, sell, sell. You will be so stressed every day.

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  6. "Great benefits"

    4.0
    Former Employee - Member Solutions Associate in Tampa, FL

    I worked at USAA full-time

    Pros

    great benefits, great coworkers, good work atmosphere

    Cons

    long hours on the phone, rules were always changing (what you can and cannot say)

  7. Helpful (1)

    "okay"

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - New Member Solutions in Phoenix, AZ
    Doesn't Recommend
    Positive Outlook
    Approves of CEO

    I have been working at USAA full-time for more than a year

    Pros

    good benefits and pay, consistent schedule

    Cons

    call center, very stressful, back to back calls and tough adherence requirements

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  8. Helpful (2)

    "Worst/ most stressful place I have ever worked"

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Member Solutions Specialist in Phoenix, AZ
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at USAA full-time for more than 3 years

    Pros

    None, this place takes your soul. Wish I could give zero stars, I am telling you guys stay away.

    Cons

    Everything, bank servicing is the worst job I have ever worked, and I have over 8 years in banking. They make you drink their Kool Aid when you first start, then slowly have fun with back to back calls, no help, and getting yelled at all the time.

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  9. Helpful (1)

    "Little work-life-balance"

    2.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Member Service Specialist in San Antonio, TX
    Doesn't Recommend
    Positive Outlook
    Disapproves of CEO

    I have been working at USAA full-time for more than a year

    Pros

    Yearly bonuses High starting hourly pay

    Cons

    No work life balance Extreme micromanaging Little to no movement to other departments Overpromising from management/training

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  10. "not your grandpa's company anymore"

    2.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Enrollment/New Member Solutions in Phoenix, AZ
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I have been working at USAA full-time for more than 5 years

    Pros

    the benefits package is good. pretty standard with the industry

    Cons

    the values have changed dramatically over the past 4 years - the pay is not competitive any more either

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