Venting as a former employee
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.