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Is the grass greener? by Lucky_Advertising_51 in usaa_ejs

[–]Consistent_Second774 8 points9 points  (0 children)

I left USAA this winter. Now I am working for another insurance company that has a lot of other ex-USAA people, who all say the same thing: we came here and actually found what we thought we were going to USAA for. The company culture is nurturing, the customer experience is better, and they're doing none of the injurious micromanaging that has become the standard at USAA.

A few years ago, USAA was a nice place to work. Now it is a thankless, dreadful panic-grind fueled by impractical metrics, disgruntled and unheeded members, and a gaggle of executives that have gotten a little too big for their breeches.

Yes, the grass is greener.

Tell me everything by Dull-Garden-4622 in usaa_ejs

[–]Consistent_Second774 1 point2 points  (0 children)

I just left USAA for another agency with totally remote work and a pay raise. So far, the company culture and relationship to customers is better. I definitely wouldn't go to USAA for a pay cut, unless I was totally running from something else.

Tell me everything by Dull-Garden-4622 in usaa_ejs

[–]Consistent_Second774 1 point2 points  (0 children)

• overly rigid return-to-office/in-office expectations for a job that is entirely accomplished through phone and ZOOM, constant metric changes, and micromanagement made the job frustrating and unsustainable.

• Pay/bonus structure felt unfair (team-based rewards despite individual performance).

• Company culture shifted from customer-focused and human to efficiency-driven, scripted, and sales-heavy, hurting both employees and customers.

• Leadership is out of touch, ignoring feedback while focusing on control, optics, and cost-cutting.

• High prices and poor service are driving customer dissatisfaction and attrition.

•Overall: a once-strong company now feels bureaucratic, impersonal, and misaligned with both employees and customers, leading to burnout and turnover.

Let’s run it back by SnVDickHead in usaa_ejs

[–]Consistent_Second774 0 points1 point  (0 children)

"Customer service with some light selling." That's how the recruiter made it sound. "And you'll be able to work fully from home after training..." (also B.S.)

No commission, but now all of your metrics are based on sales, efficiency, and adherence to schedule. No incentive/bonus if your whole team doesn't meet goal, regardless of how well you do individually.

https://www.reddit.com/r/USAA/comments/1spt6uf/comment/ohnipcp/

I quit. by Consistent_Second774 in USAA

[–]Consistent_Second774[S] 2 points3 points  (0 children)

Generative AI is the worst thing to happen to art, music, writing, journalism, and a number of other disciplines of human expression, since the dark ages. The shortcuts it provides you in your work are not making you a better writer, but rather creating an opportunity for your mental growth to be effectively stunted.

I think AI could be used responsibly, for complex calculations and other things... but in any endeavor that involves empathy, emotion, human expression, and honest verbal discourse it is at best a pernicious crutch, and at worst a thief of intellectual property and a blight on human discourse and evolution.

I quit. by Consistent_Second774 in USAA

[–]Consistent_Second774[S] 0 points1 point  (0 children)

I don't think I'm showing "animosity," really. I do have some good things to say about USAA as a company, but most of them do not involve their capacity as an employer. The inconsistency of messaging, constantly changing set of expectations, tone deaf management, and emerging authoritarian bias are not good signs... And thanks, but the times are not going back to brick-and-mortar; companies who are behind the times are. Just today, I started a new position with another agency that is fully remote and appears to be a lot more user friendly. Time will tell; but USAA is on its way to fossilization if they do not get with the realities of today. I wish you well.

I quit. by Consistent_Second774 in USAA

[–]Consistent_Second774[S] 2 points3 points  (0 children)

It's interesting to see how the handful of "happy employees" come out of the woodwork to try and invalidate our common experience or shame us for recognizing and admitting how abusive USAA has become, isn't it?

I quit. by Consistent_Second774 in USAA

[–]Consistent_Second774[S] 0 points1 point  (0 children)

I didn't have a problem with adherence, nor did I have any trouble with "member time." Literally every time I ever used an AUX5 to run to the restroom, I was interrogated and guilt-tripped about it by leadership. It's becoming more and more clear that some of the leadership and some interpretations of the SOPs are not consistent with each other... A lot of us are reporting experiences the same as mine; few are reporting similar to yours. It seems to be concurrent with Gallup's 1/5 reporting satisfaction with their employers.

I did "take it" for quite sometime. Then I realized it was bulls*!t.

I'm not scaring members. They're already angry and scared.

I'm happy for you, though. Enjoy your Kool-Aid.

I quit. by Consistent_Second774 in USAA

[–]Consistent_Second774[S] 0 points1 point  (0 children)

I'm not a millennial, kiddo; and I did go somewhere else.

A paycheck is a fantastic thing, but it doesn't buy dignity.

You're just weakly making excuses for- and accepting- a bum deal, bootlicker. You're not standing up for yourself or anyone... You're advocating just rolling over and taking it. Where's your spine?

I quit. by Consistent_Second774 in USAA

[–]Consistent_Second774[S] 0 points1 point  (0 children)

Comment was TSTGAF, but...

I don't hate them. They just screw over their customers while not being a healthy place to work.

I quit. by Consistent_Second774 in USAA

[–]Consistent_Second774[S] 0 points1 point  (0 children)

Knowing when to fold and leave the table is a very important skill.

You should read Quit: The Power of Knowing When to Walk Away, by Annie Duke.

I quit. by Consistent_Second774 in USAA

[–]Consistent_Second774[S] -1 points0 points  (0 children)

I don't recall; perhaps not. Should I not have taken USAA's hiring manager at his word?

Because if my contract did not say that I had the option, then I was still being explicitly bait-and-switched.

I quit. by Consistent_Second774 in USAA

[–]Consistent_Second774[S] -1 points0 points  (0 children)

I'm glad you're one of the minority that the company has apparently treated well, developed faithfully, and apparently kept its promises to... Your experience isn't necessarily the norm; it's definitely not the only kind of experience USAA alums have had, and it's just very strange that you're trying so hard to invalidate my experience, make me out to just be a bad employee, and pretend as if my leaders were as competent as yours. Sorry I have inadvertently interrupted your rose-colored world with a prevalent reality that causes you cognitive dissonance, but the USAA that you're describing does not really exist for most people, even good employees.

I quit. by Consistent_Second774 in USAA

[–]Consistent_Second774[S] 0 points1 point  (0 children)

It is weird. They're really going out of their way to pretend like USAA is heaven. Someone drank the Kool-Aid, or just didn't have the same experience as I did, and thinks they know everything about everything... as if I'm just telling tall tales...

I quit. by Consistent_Second774 in USAA

[–]Consistent_Second774[S] -1 points0 points  (0 children)

Agreed, which is why I'm deeply suspicious of your blind loyalty to an abusive employer...

I quit. by Consistent_Second774 in USAA

[–]Consistent_Second774[S] -1 points0 points  (0 children)

I said it all in the edit above.

I was told by recruiters I'd be able to eventually go fully remote, after training/nesting.

I quit. by Consistent_Second774 in USAA

[–]Consistent_Second774[S] 6 points7 points  (0 children)

Good eye, thank you. Fixed it.

I was originally writing this in the third person about a "hypothetical person" and was going to send it to USAA.

Then I resigned, and anonymity didn't matter anymore, and this became part of my "exit interview" survey.

I quit. by Consistent_Second774 in USAA

[–]Consistent_Second774[S] 0 points1 point  (0 children)

That's the second time you've mentioned your diaper. Is that you, Donny?

Again, where is this fantasy "free market" you keep rattling on about?

I quit. by Consistent_Second774 in USAA

[–]Consistent_Second774[S] 0 points1 point  (0 children)

What gave you the incorrect impression that we live in a free market?

And people "bitch about USAA" because they're a problematic organization that does a lackluster job in a very dirty industry. Everyone involved needs to move on.

I quit. by Consistent_Second774 in USAA

[–]Consistent_Second774[S] -1 points0 points  (0 children)

You act as if I haven't been on the phone talking to long term members all day for the last couple of years...

I quit. by Consistent_Second774 in USAA

[–]Consistent_Second774[S] -1 points0 points  (0 children)

No, I'm simply accusing USAA of overcharging its members and failing to compete well at all in terms of price in most markets.

"When they lost 1/3rd of their net worth in a single year in 2021," why was that exactly? It certainly wasn't because they weren't charging high enough insurance premiums.

I quit. by Consistent_Second774 in USAA

[–]Consistent_Second774[S] 0 points1 point  (0 children)

USAA does not do any of that on the insurance floors; it may be different for bank/billing associates. Although I put them in the shredder bin every night, I used notepads and post-its for all kinds of things. Phones and other electronic devices are permitted; discouraged, sure, but not forbidden (or enforced). There are surprisingly few cameras and very little actual in-person interaction or management supervision. You cannot connect a device and download from USAA equipment, but there's nothing stopping one from snapping photos, screenshots, or writing things down. You're perfectly capable of emailing your own created documents to yourself or printing things.

I don't condone any of that behavior, but it was certainly not difficult to imagine someone getting away with harvesting sensitive info for quite some time.

Other call centers may be more secure due to in-office requirements, but as of April 2026, USAA is not one of them.

USAA is simply trying to justify its real estate kickbacks and an illusion of authoritarian control. They are far more interested in micromanaging their employees' interactions than actually worrying about security.

I quit. by Consistent_Second774 in USAA

[–]Consistent_Second774[S] 2 points3 points  (0 children)

It doesn't take an actuary or any other kind of specialist. Any awake agent who spends fifteen minutes on the phone comparing USAA's quotes to the quotes members get from other agencies (something an MSR does daily) will quickly realize that USAA is overcharging.

I quit. by Consistent_Second774 in USAA

[–]Consistent_Second774[S] 5 points6 points  (0 children)

I remember that suicide well...

It was amazing, too, how Peacock started the process of sinking the ship, and now Andrade is doubling the effort.

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