I quit.
I just left USAA after 2&1/2 years. I was a licensed IP (insurance professional) in D & S (policy servicing).
Leadership is completely unwilling to make any exception for draconic and unnecessary in-office requirements, despite my multiple requests and living 59 miles from nearest USAA office. In-office expectation is silly, wasteful, and pointless when all work and team interactions are accomplished through ZOOM and phone. Employee resources are needlessly wasted for USAA's authoritarian illusions of culture/control, or perhaps real estate kickbacks.
Moving goalposts and constantly changing metrics made success fleeting and obscure. Incentive/bonus depends upon team performance, regardless of how stellar individual performance may be; yet poor individual performance will disqualify you from bonus, regardless of team overall. Service culture at USAA is alienating members by removing human elements and hyperfocus on "efficiency" and AI's interpretations of "empathy" (although AI is not yet capable of empathy). Schedule adherence policy requires employees to explain and defend every time they have to run to the restroom for an unscheduled defecation. There are constant tech and system outages. Explaining huge rate increases to members who have no claims history (but who are well aware of the CEO's $8M+ compensation package) became absurd and insulting to the customer, as well as unfair to the employees. USAA members are leaving in droves and not at all hesitant to tell you why on social media, job boards, and other forums-- as well as directly over the phone to the company-- and this feedback is largely ignored. Leadership micromanages and employs denial and toxic positivity, rather than seeking viable, effective methods of dealing with the reality of USAA's backslide.
They need to stop paying Juan Andrade, Gronk, and Sam Elliott millions of dollars while shamelessly price-gouging the members. They have to get drop their rates; until they actually start being price competitive, they're simply preying upon military indoctrination and fading member loyalty. Drop the slogans and the feel-good hypocrisy.
And, above all, they need to start doing a better job of examining, utilizing, and maximizing the strengths of your employees-- and stop ignoring the feedback. Members want to be treated like people again, not kept waiting in an IVR loop listening to robots until they finally get an MSR on the line who is worried to death about "efficiency," eschewing natural conversation in order to follow a steps-of-service checklist long enough to push a product and then hurry off the phone.
USAA used to be amazing, but now they're just the Amazon of insurance.