Celebrating MSR Appreciation Week


​​USAA is celebrating our member service representatives like Julie R., insurance professional. 


Of USAA’s 36,000 employees, roughly 39% step up every day to act as the face of the organization. This group directly impacts the lives of our members and keeps our mission alive. They are our frontline.  


And that frontline has stood strong through more than a year of turbulence, helping our members navigate catastrophes, a pandemic and economic uncertainty – all while transitioning to a new way of working. As of this month, more than 93% of our frontline employees have transitioned to working from home.  


Of the nearly 14,300 employees who deal directly with our members, nearly three quarters serve in P&C.  


“We've had amazing updates over the past year in insurance sales and service, and our insurance professionals (IPs) have shown amazing resiliency through challenges,” says Neal R., USAA SVP, general manager, P&C distribution & service. “Over 90% of our more than 4,300 IPs are now working from home, and they've never faltered; in fact, they've exceeded MSAT targets every month. As we roll out new enhancements, our IPs are giving great feedback to ensure we continue to serve our members at an exceptional level.” 


Nearly 20% of our frontline serve members in USAA’s Federal Savings Bank.  


“Our frontline employees in the Contact Centers, Bank Member Experience, Fraud & Central Operations, Real Estate Lending, Retail Banking and employees in the Financial Centers and Bank drive-thru continually show empathy and understanding and are there for our members when and where they need us,” says Lindsay S., USAA SVP, general manager, Bank omnichannel sales and service. “They are the heartbeat of USAA, and I’m proud of how they uphold the legacy of service we are carrying forward into our second century.” 


The remaining 3% of our MSRs help members find financial security in retirement, secure health solutions or establish a financial safety net for their loved ones with USAA Life Company.   


“The love, adoration and fanatical advocacy our members have for our special association is the outcome of almost 100 years of special employees caring for a deserving membership,” says Jason D., USAA VP, general manager, health solutions. 


Regardless of which line of business they serve, USAA’s MSRs are our indisputable superpowers who set us apart.  


In celebration of  MSR Appreciation Week, we'd like recognize the vital contributions of our member contact employees and show our appreciation. 



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