USAA’s mission is to facilitate the financial security of its members, associates, and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community.(USAA,2014)
In our team huddles or meeting’s we always begin with our mission. We live and breathe the mission every day in all our doings at work and at home. USAA strives for excellence in all lines of business; Property & Casualty, Banking, Financial Investing and Retirement. Companies will have their pros and cons, it is up to them to correct their flaws and make it right. USAA scores their performance with Satisfaction Scores (Sat Score) in every department that deals with members on a face to face environment or interaction on the phones. These scores reflect on our performance reviews as a whole. USAA, the innovator in mobile and online banking has opened its doors to their members through social media and the internet.
Not only does USAA communicate with members through online media, they have created other outlets for employees to communicate with each other. These outlets are not that effective for Financial Centers that are placed away from our Home Office and Campuses. Communication needs improvement between Home Office and the Financial Centers, leaving disconnects between the two; leaving members upset and in turn give Financial Centers a bad satisfaction score.
Teamwork plays a big part in USAA to providing the best service to our members, yet some get left out of the game. My goal is to try to get everyone involved and on the same page promoting USAA’s mission. In addition to collaboration, continuing training for Financial Center representatives is a need to be up to date on banking and insurance transactions. It is not every day that financial center representatives process the same transactions. Continuous process helps the representatives stay compliant and effective when assisting the member.