Pros
USAA very solid financially, even in these times Pay, bonuses, benefits top drawer Company is serious about providing good Claims customer service Generally professional, intelligent, hard-working, kind peer frontline Claims employees Same for customer base
Cons
Claims employees can not do all that is expected of them in hours provided Workload at all levels unmanageable and non-sustainable (burn out!) Lack of trust between frontline employees - exec management Some trust with frontline managers exists in Claims, varies Micro-managed in what you do and how you do it- scripts, templates must be followed Process/systems deficiencies contribute to lack of professional Claims environment Exec leadership isolated from frontline, don't REALLY know what they do and they are generally not people-oriented leaders; many have significant lack of Claims technical experience Performance reviews too data-oriented, doesn't measure industry standard claims handling Remnants of Jack Welch "differentiating performance"/rack and stack exist, but there s no support for this approach in Claims in H.R. guidelines Some instances of obtaining lists of employees with resumes on Job Boards (unethical) Emphasis on military community contains occasional inappropriate political connotations