r/usaa_ejs

I’m in policy servicing (now it feels like sales) and my body feels overloaded with stress. I’ve been with this company for almost 2 years, and yesterday I had two breakdowns at work from metrics, what we need to say on every call, and just overwhelmed with call volume. Mind you, before this position I worked in a pharmacy which, yes, we had our busy moments, but it wasn’t all day, and we did not have metrics to meet. Has anyone left usaa and find anything better? I’m really considering it just for the sake of my mental health, and now physical health. I feel tense all over and I’m so achy nowadays from the stress.

P&C side. Has anyone been offered an internal promotion after interviewing and negotiated a higher salary?

I have a friend who just applied to a legal assistant position in the staff counsel area and asked me how it is there. I’m in a completely different area so I have no idea. Does anyone here work in that area and can share what the work environment is like? Thanks!

Can anyone tell me more about this position? What should I expect? I’m coming from BI and have never handled PD specifically. TIA
Bonus if you’re in FL

What are the steps after background check is completed? My background check was completed last week, but HR says they still need to finalize some steps like security? The whole process seems like a mess.

My manager has never mentioned to me anything about me leaving the office after doing a 4 hour shift. My question is there anyway they can check the time I badge in and badge out? If I was never spoken to about leaving, can I still get terminated? I have been with USAA for 2 years but nothing was ever said to me

Hey everyone.
Using a separate account for privacy.
I have worked at USAA on the bank side for the last 2 years. Previously spent 10 years at another financial institution. Never had any issues. Solid work performer.
I was just pulled into a Corporate Investigation meeting that centered around me not being in the office for a long enough period during the work day.
Currently, I have had to be in office 4 days and remote 1 day.
I knew my manager and their manager had a tracker that was tracking days in office, and I never failed to meet this requirement or had a negative “conversation” about it. I also have received awards and recognition for being an “outstanding performer” in my time here. . Now, seemingly out of nowhere, I am being investigated for not adhering to the RTO policy. The Investigator has put me on paid leave without access to my laptop until they finish their investigation and I have no clue what to do. . . Can anyone tell me what the RTO policy explicitly says about number of hours you have to be in office? For reference, I was badging in around 8 every morning and leaving after lunch to finish my work day at home.

What are your predictions for USAA for the rest of 2026? Do you believe there will be positive changes coming for us employees or do you think the higher ups will continue their member focused approach? Do you think they are actually listening to anything we have to say and take it into consideration?

I’m currently in the application process for a remote auto claims adjuster role. I have read up a bit on employee experiences but I wanted to ask how it’s like working for this company, particularly in this role.

I understand the workload is busy which isn’t a problem for me. I strive in fast paced environments. The way I read it is you get assigned claims and work through them rather than just handling inbound calls.
So if you’ve been in this or you’re in it, what’s your day to day responsibilities? Is it more call center like or do you genuinely have assigned claims in which you manage their lifecycle?
How is management and PTO?
Workplace culture for remote?

Thanks!! I’ve seen a lot of bad things but a lot of good things. Moving into this role would give me a pay boost.

what holidays to usaa insurance professionals have off?

Message went out and no one knew

I've been a member for 12 years, I was in the service, and so was most of my family. Saw the job listing and thought it would be amazing as I LOVED USAA and their mission.

I want to preface this with I missed quite a few days due to a new divorce with a kid involved, sickness ( I have an autoimmune disease ) and family emergencies. This was ultimately the reason I was let go. But we'll get into that part later.

When I started, I was so excited to work for a company like USAA after 6 years in industry working for a company that didn't care about its members or its workers. Everything seemed great.
And then our team's manager wasn't available to us during post-training. And then they left us to go to a new department and we got a new manager.

Old manager was amazing. Old manager cared. They were kind, understanding, and really tried to work with us and help. My kid was terribly sick and she approved PTO for me day of to help out bc she knew my situation.
Switch to new manager: out the gate she told us "don't ask me for help, I don't know anything. I can't help you."

She skipped one on ones, consistently talked down to her employees, and flaunted that her District Manager was basically her work dad. ( which honestly frightened a lot of people on the team bc quite a few of them were being talked down to, verbally abused, etc. by her and they were worried about retaliatory actions ).

The metrics kept changing, and by month 4 on the phones, we'd been told four different things on how we needed to perform. Half my team was put on a PIP straight out of auto ( with the old manager ) bc we weren't meeting quote to close rate, then it changed a month into the PIP. Product count mattered now. And then, last month, it was changed back to quote / close rate. And retroactive to when the change was made to product count.

Shift swap was counted as a non-viable option day of. Manager couldn't change anything day of, even if you had PTO and were in the hospital. WFH was an unattainable goal that was taken away at her discretion. We lost two people in one month, one because the employee told the manager she didn't appreciate being embarrassed in front of the entire team and when she emailed our manager, she was "investigated for aux jumping" and told she'd be fired within the week after being told she was "the worst on the team in terms of numbers and everything else" despite being in the top 10 on the team. She made her sob at work, and when the manager got her email, she asked her "why would you email me something like that on our work email". The other was let go for not meeting product count, something that didn't matter a week after he was terminated.

I was let go two weeks ago. I found out it was coming through an email that was sent in error to me about "job abandonment" when I left work early due to bereavement leave. I brought it up, and my manager let me know "oh yeah, your last day was supposed to be tomorrow but lemme call HR, we'll get it done today." I asked why, and my attendance was cited as the reason. I'd had six occurrences in 4 months. I mentioned I was barred from using EEM to accommodate that time, and was told "if you'd used it, you'd be painting your schedule" despite the fact that multiple employees used it for the exact reason I'd requested to but was denied. She told me "if you really needed it off, you could have used STD or planned ahead. I didn't even ask for proof of death, you should be thankful for that. I gave you bereavement in good faith. " And then, I was told while my entire team was on lunch, that I would in fact be leaving the company. I needed to return my badge. I got a little upset because my daughter was in daycare, and I asked if I could bring it next day so she could say goodbye to her friends. Was told "she can say goodbye now, can't she? Let's go. You're leaving." Was rushed to get my things, yelled at because "I want to go home, you don't have time to say goodbye." And then was quietly rushed from the building to collect my three year old who sobbed in the car when I told her she wouldn't be seeing her friends anymore.

All that to say, sure USAA is a great company to work for for the benefits alone. But the goal post is always changing, they're no longer caring for their workers, QA has been recently on witch hunts, and for every one good manager, there's 10 that are ruining the company.
I've never worked somewhere that claimed to care about their employees so much, and yet churns them and spits them out as much as I have this company.

I loved USAA. I loved what they stood for. They took care of my family when we needed them most, but now? It's turned into another profit focused company where the true intent has been lost. I sobbed when I was let go, and you know what's the craziest part?

March I hit 137 products issued a month out of property upskill.

The entire claims leadership is encouraging steering by having moi be a metric. The company seems to forget the legal disclosures are meant for us as well as the member/claimant. When I brought this up they said just keep pushing drp's no matter what.

I've heard so many good things about working for USAA. So much so that I was persistent enough to go through 6 interviews before finally landing an offer. I am currently 100% work from home and make roughly 72k a year. Starting at USAA I am losing 8k a year(before bonuses) and will be 100% in office for 6 months after that I'll be in office 3 days a week. I wanted to be in office, not 100% though, just for my mental. It's healthier for me if I'm around people due to my depression. I just dont know if it's going to be worth it. I understand there are always ups and downs to every job and I'm coming from two other carriers - one was the worst and the second (my current employer) isnt too bad. Any advice would be appreciated. It's a huge decision that will affect my home life a ton (single parent).