Insurance Call Centers (specifically USAA) + random drug testing (Tucson: contractors, live)

[TucsonGirl010101]

Originally Posted by tripper76

I used to work there but not since 2010 so things may have changed. But the only drug test I got was pre-employment. I also never heard of drug dogs or anything like that.

The culture is standard big corporate stuff. Lots of people you will never know and your handful of friends you hang out with for lunch maybe. Rest of your time is at your cubicle. Your team lives or dies by how everyone gets along with the manager. Time is very strict. Your entire day is set down to the minute. Meetings and more meetings. You will likely have to upsell on most calls. The campus is nice. Lots of tvs, food options, ping pong tables.

Did you get along with your manager? Is there a sales quota?


I'd probably just wind up applying for "customer service", but nowadays that somehow always translates to "sales"...

[yukon]

You will likely have to upsell on most calls.

I'm a long time USAA customer and I've NEVER been upsold on anything when I've called. And I've called about claims, coverage, quotes, you name it.

However I've never called about their financial planning products (IRA, portfolio stuff) so maybe that's where the upselling is.

[MrsMac]

Originally Posted by yukon

You will likely have to upsell on most calls.

I'm a long time USAA customer and I've NEVER been upsold on anything when I've called. And I've called about claims, coverage, quotes, you name it.

However I've never called about their financial planning products (IRA, portfolio stuff) so maybe that's where the upselling is.

USAA isn't all about selling; reps are taught to "broaden the conversation" and find out if the member has other needs USAA can meet, then offer to connect them with the people who can help. The nice thing about USAA is it is all about the member and what is in their best interest.

[gemstone1]

"Excellent info, I did not know. Not all states are like this, good to see Arizona took this stance, IMO..." Would you like fries with that crow ? ("Please know what you're talking about before posting again, thanks".)

Regards
Gemstone1

[TucsonGirl010101]

Originally Posted by gemstone1

"Excellent info, I did not know. Not all states are like this, good to see Arizona took this stance, IMO..." Would you like fries with that crow ? ("Please know what you're talking about before posting again, thanks".)

Regards
Gemstone1

Not eating crow.

I thanked the poster for the info, for which I admitted I did not know. The whole point of posting on a site like this is for answers and information.

I had only brought that up because said poster said employers can't take action against medical MJ. Which, as can be seen in a state like Colorado, is NOT true.

[tripper76]

Originally Posted by TucsonGirl010101

Did you get along with your manager? Is there a sales quota?


I'd probably just wind up applying for "customer service", but nowadays that somehow always translates to "sales"...

I worked in claims and had 3-4 managers during my time. Teams are constantly changing. I liked some managers and not others but overall none were horrible. As for the "upselling", its not a hard and fast rule, nor is it a hard sell. But I was told to offer to connect a customer to some specialist if that customer did not have life insurance or whatever, for example, when it was "appropriate", which is almost every call, according to my managers. When someone calls in, their profile pops up and there are offers you can recommend to them. For example, if they have insurance but no banking with USAA, you might offer to transfer them to the bank to discuss it further. It was nothing crazy. I do remember some sort of quota, maybe a percent of all your calls, but it wasn't outrageous. I personally never felt it was appropriate in claims for most things and my manager would always harp on me about my "low numbers". I assume departments like banking and general customer service would have higher quotas than claims but I can't confirm.

If you don't mind the soft sell and can work a busy call center, USAA is a good company. I got burned out in claims and don't like call center work anyway. That's why I left. USAA has a very high customer service rating and there's a reason. Their members are everything. They are treated well and expect their employees to facilitate that.

[madison999]

This is the first I've heard about somewhere NOT being able to fire a cardholder. Scratching my head, I thought there was a big case with Goodwill firing someone and Goodwill won.

[wit-nit]

Rules and regulations explained regarding medical marijuana and employment in AZ...
Up in Smoke: Employer Drug Policies in Question Due to Arizona Medical Marijuana Act | Farhang & Medcoff

[phx1205]

Originally Posted by wit-nit

Rules and regulations explained regarding medical marijuana and employment in AZ...
Up in Smoke: Employer Drug Policies in Question Due to Arizona Medical Marijuana Act | Farhang & Medcoff

Has it been tested in court? Federal law still trumps state law.

[Ztonyg]

Originally Posted by tripper76

I worked in claims and had 3-4 managers during my time. Teams are constantly changing. I liked some managers and not others but overall none were horrible. As for the "upselling", its not a hard and fast rule, nor is it a hard sell. But I was told to offer to connect a customer to some specialist if that customer did not have life insurance or whatever, for example, when it was "appropriate", which is almost every call, according to my managers. When someone calls in, their profile pops up and there are offers you can recommend to them. For example, if they have insurance but no banking with USAA, you might offer to transfer them to the bank to discuss it further. It was nothing crazy. I do remember some sort of quota, maybe a percent of all your calls, but it wasn't outrageous. I personally never felt it was appropriate in claims for most things and my manager would always harp on me about my "low numbers". I assume departments like banking and general customer service would have higher quotas than claims but I can't confirm.

If you don't mind the soft sell and can work a busy call center, USAA is a good company. I got burned out in claims and don't like call center work anyway. That's why I left. USAA has a very high customer service rating and there's a reason. Their members are everything. They are treated well and expect their employees to facilitate that.

I also worked in claims at USAA and I echo this sentiment.

I didn't like the "soft sell" either. I didn't mind it if I was transferring someone with a lack of coverage to our policy service department to increase their coverage limits, but I didn't particularly enjoy having to transfer people to other departments (especially people calling in on a claim).

Overall, I worked for USAA for 4.5 years and felt that it was a good company. No company is perfect, and I was completely burnt out after 4.5 years. I don't believe I'll ever go back into another call center environment again, but I certainly wasn't miserable all of the time.