The Mission of The Association is to sell, sell, sell - Recensione dipendente - Senior NMS Agent presso USAA

USAA has a great reputation, but they are at risk of losing it. The problem is that they will tell you to always complete the "Mission" but what they measure your performance on is entirely different. The culture has changed with the new CEO. He is very numbers based and it seems that anyone is replaceable. They give the bonus instead of higher hourly pay so that if you quit or do not hit your numbers they do not have to pay you. The problem with hitting the numbers is that the numbers are based on percentages and not on actually selling a product. For instance if you issue 20 products in a day and talk to 20 people your numbers would actually be worse that someone issuing 10 products and talking to 5 people. This has created a culture where people will keep the members on the line and be praised for higher numbers even though they are doing less. They will also grade you on how many banking products you sell to insurance products. Usually percentage the is around 30%. To get around this reps are issuing dead bank accounts and making it apart of the call even though the members will never use these products. The end result is a lot of dead accounts on the books that actually cost the USAA membership money. Once you hit your numbers reps will try to move departments and get promoted. If your manager favors you they will look the other way on your sales, but if not they will have you fired. If you do not play the game you will not promote and will be stuck in a dead end job.