Pros
Your schedule will be consistent and the office buildings/campus are well-kept. Coworkers are usually nice and managers on the floor seem to mostly be a good group of people.
Cons
I spent 6 months with the company at 2 different locations in Tampa, here are some negative aspects of the job I observed in that period of time: - The training was 9 weeks with a two-week onboarding period. In that 9 weeks, they tell you that you shouldn't be missing any training time. I missed 3 days of training within the 9 weeks due to medical issues and 1 day due to scary weather, and thus I was put on what is called a "disciplinary action" before even completing the training. The training mostly consisted of completing online modules and I had zero issues catching up with the training I had missed. The disciplinary action means that you cannot call out or be late or it would escalate. DA also means that you cannot receive a raise or any bonuses for the duration of the DA (which was 90 days for me). - In orientation, you will be told that working from home is a possibility BUT you only get 1 day to work from home each week. You get to choose the day at least. In order to qualify for ONE work from home day per week, you have to be working on the phones for 6 months and maintain all of your metrics in the green for a period of 3 months. Once a month the company does a televised meeting where the CEO answers questions and every time a question is asked about working from home his whole head gets beet red and he is very quick to shut the question down. They need workers to fill the offices in order to get tax breaks and justify owning the buildings. - Regarding the metrics mentioned above, there are 7 metrics they use to determine how good of an employee someone is. Maintaining every metric in the green can be very difficult due to the methods in which the metrics are analyzed. An example: there is a metric which measures how often you need to contact the team we have for issues that a representative cannot figure out. Understandable, however, there are certain processes which can only be completed by that team (thus requiring us to contact them) but it still counts against your metric because you had to contact them. That's one example but all the metrics have some kind of weirdness like that. - Occurrences. That is the term for being late or calling off work. An occurrence is weighed the same regardless of the situation. What I'm saying is, being late and calling off are the same. So if you're going to be more than 7 minutes late, you may as well just take the day off. You'll get 16 hours of PTO per month, use it wisely. - The healthcare... Let's discuss that. I went for the highest level coverages the company had to offer, and it was a nightmare trying to actually use my benefits. The better healthcare plan gives you a debit card with 750 dollars on it to use for medical expenses, and if you try to use it be sure to get an itemized receipt as you'll have to scan it and upload it into an online portal to verify the charge, which they will sometimes kick back for no reason. I don't understand how they can't figure out if a charge is medical. I have also heard stories of coworkers needing MRIs and for some reason the insurance just does not want to cover that at all or its a massive out of pocket cost. My previous employer used a very low-level insurance company with base coverages and my copay at urgent care was 40 dollars, with USAA's insurance the copay went up to 95 dollars at the same office. - Employee satisfaction scores. This is an interesting one. When I was there, the employee satisfaction scores were at 39 percent... out of 100. I found that out in my first week on the phones. The company has their own internal messaging system and within that system there exists a channel specifically for employees to voice their concerns. That was a very busy channel, when I was there it would get locked from posts regularly due to the things employees would say. - The company has their own cafeteria and rooms where you can get snacks etc. The markup on food and snacks is comparable to a gas station honestly. Not sure why they couldn't sell food to the employees at cost or with minimal markup? Oh wait I know why... more money for the company. - The CEO Wayne Peacock gave himself the largest bonus he's ever had last year (8.1 million), which is a 68 percent increase from the previous year. Simple google search can confirm. The company is cutting costs within the bank's processes as well, such as no longer expediting compromised bank cards unless the member asks for expedited shipping. Imagine someone stole your card info, took a bunch of money, and then a representative has to explain that the card will take 7-10 business days and the fraud team will need 10 business days to try to get your money back. This is just one example. They're cutting costs while the CEO is raking in more money than he ever has. I will wrap this up by saying that out of my hiring team of 15 people, there are currently only 7 who are still working for the company. USAA is always hiring and this is not necessarily due to expansion, it is due to the fact that employees are not very happy.