USAA to Expand Offices, Staff for Growing Membership

Community Manager
Community Manager
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 USAA officials announced in August plans to expand several of its existing office locations to accommodate growth in both members and the employees who serve them.

 

“For 95 years, we have focused on serving the financial needs of the military community,” says USAA CEO Stuart Parker. “Our investments today better prepare us to care for our members for years to come.”

 

Five locations across the country are included in these plans:

 

Texas

At USAA’s Home Office in San Antonio, 1,500 insurance and information technology staff will soon relocate to newly constructed space nearby at the Vista Corporate Center and in WestRidge. USAA currently employs nearly 19,000 in the area.

 

In Plano, the project will create a new 150,000-sq.-ft. office building adjacent to USAA’s existing building in the Legacy Corporate Center. It will provide room for 850 workers when complete in early 2019.

 

Florida  

Construction has begun on a second office building at the Crosstown Center campus in Tampa. When complete in early 2019, the new facility will provide 240,000 sq. ft. of office space, accommodating an additional 1,000 employees.

 

Colorado

In Colorado Springs, the existing office space overlooking the U.S. Air Force Academy has been recently renovated, making it possible to add 100 more employees to its current staff of 1,800.

 

Arizona

The Phoenix office was recently expanded to allow for future growth. Currently, 3,800 people work at this campus.

 

Members’ changing needs are the driving force behind the continued growth at these offices, according to Michael Merwarth, executive vice president of Enterprise, Strategy and Marketing at USAA.

 

A larger workforce of skilled professionals is required to fulfill the organization’s growing membership of more than 12 million military personnel and their family members, and to ensure excellent service.

 

“USAA is planning to add a few thousand employees over the next few years,” Merwarth said. “Accommodating that growth will help attract top talent while continuing to care for employees in our existing locations.”

 

Consistently ranked high as a preferred place to work, USAA has earned the Gallup Great Workplace Award and listed on FORTUNE “100 Best Companies to Work For®.” USAA was recently recognized as a “Best-in-Class”* brand in the 2017 Forrester U.S. Customer Experience Index.

 

USAA employs 32,000 people worldwide in San Antonio, Addison, Plano and Austin, Texas; Phoenix, Ariz.; Colorado Springs, Colo.; Tampa, Fla.; Chesapeake, Va.; London, England, and Frankfurt, Germany.

 

Learn more about available opportunities at USAA Careers.

 

 

 

*USAA received a Best In Class ranking (a top-15 brand) among all 314 brands covered in Forrester’s proprietary 2017 CX Index™ survey. The ranking was based on responses from over 118,000 US adult customers in 2017. The proprietary survey results are based on consumers’ opinions of their experiences with the brands in the survey.

 

The Customer Experience Index, August 2017, Forrester Research, Inc. 

 

From FORTUNE, December 15, 2016 ©2016 Time Inc. Used under license. FORTUNE is a registered trademark of Time Inc. and is used under license.  FORTUNE and Time Inc. are not affiliated with, and do not endorse products or services of, USAA. 

 

FORTUNE and Time Inc. are not affiliated with, and do not endorse products or services of, USAA.

 

USAA is an EEO/AA/Disabled/Veterans employer.

 

 

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18 Comments
Prestigious Contributor
Time to open an service office in Minnesota
USAA Service
USAA Service

Thank you for sharing and we are very proud to be expanding. Who knows one day we may end up in the Minnesota market if it makes business sense strategically. Have great evening and take care for now! - Darrell

Hazen1
New Member
I agree with batman23. There's a lot of veterans in Minnesota. Should be an office here. I've been with USAA for 7yrs. Thank you
Airman Lynx
Occasional Visitor
Is there anyway USAA can team with local merchants like Amscot or CCS to make cash deposit easier? Otherwise USAA is a good service.
USAA Service
USAA Service

Hey there Airman Lynx. At this time, we do not have plans to team with local merchant. However, an option you have is to convert any cash that needs to be deposited, into a money order. You may then use the deposit@home feature to deposit the funds.  You may also use our Zelle feature if you happen to use a local bank. This feature allows you to instantly transfer funds between your two banks.  We appreciate your feedback and time taken to send us your post.  ~Jen

SoldierM
New Member
I was very happy to see a financial office in San Diego County... that is until it closed a couple months... what happned?
USAA Service
USAA Service

Hi SoldierM, I regret your disappointment with the closing of our Financial Centers. We definitely strive to make service convenient for our members. Only 2.1 percent of members visited a Financial Center in 2016, down from 2.5 percent in 2015. With more than 1 billion digital banking transactions in 2016, the USAA mobile app and http://usaa.com have become the most common ways members bank with USAA. I have shared your feedback regarding this matter with our banking team. We continually look for ways to improve our services and your comments will help us do so. Thank you for tanking the time to reach out to us. - Ben

Buffalo 1
Contributor
It would be nice to have a physical office in Buffalo or at least Niagara Falls, NY. Buffalo has many service members and Niagara Falls has an Air Force Base.
USAA Service
USAA Service

Thanks for your feedback, Buffalo 1! I will share your feedback for further consideration and review. We appreciate your membership! -Meredith

Meathead 22
Occasional Visitor
Charlie Mike
forensicnurse
Contributor

I was SHOCKED to see a USAA physical location off of the 78 in San Diego County (near College Ave, I think).   I guess we have been using USAA online for so long it is weird to think of it as a physical location.   I have an account with a local bank (on the corner) and hooked it up so I could transfer funds.  That way, when I need cash I can just go through the drive through almost next door.  While deployed, I used my USAA card as an ATM card (without charge) to obtain cash.   Taking care of the oversease military is one of the best things that USAA does flawlessly.

Anyway, I think that is the reason the physical sites don't get a lot of use.  We are just not used to it.

VaCavalryman
New Member

Had a reason to do inperson banking with USAA today; so I got up from my desk in the Pentagon and moved out towards the Pentagon City USAA only to find it was closed and had been closed for almost a year.  In the past I had used it two or three times and it was very helpful.  I am sorry you closed it; though I can probably understand as it was in a bad location, no parking and a fair walk from the Pentagon.  You really should consider another DMV (district, maryland, virginia) location, ideally you could find a location in the Pentagon.

USAA Service
USAA Service

@VaCavalryman, I am sorry to hear you were not aware that this financial center shut down. Thank you for your feedback regarding us opening a different one in this location. I have forwarded this for you. -Colleen

urban007
Regular Visitor

A great need for a physical location in NC. Not only are Camp Lejeune, Ft Bragg, and Seymour Johnson located there, but there are MANY retirees there. 

USAA Service
USAA Service

Urban 2007, thank you for your suggestion. Feedback is very important to us and I will be sure to pass on your comments. ~Michlelle 

Sidknee
Occasional Visitor

Along with the degrading of the local banking center service,  I regret the closing of USAA auto claims centers and the dismissal of USAA adjustors in major cities.

Last year, our claim was handled by a contracted local adjustor who was extremely sluggish and incomplete in response. 

Phone calls to USAA only told us we had no choice but to wait for USAA's incorrect adjustment and beg for their vendor to adjust.  Took two weeks to settle what the old USAA could have done in one day.

The handling of the claim was so bad that the auto repair shop said that would be no longer accept USAA claims.

We were disappointed by USAA's failure to provide timely response and embarassed to witness our repairman's frustration with USAA.

Please don't respond with the scripted text about hurricanes, floods, fires, short-handed, can't find enough help, etc.,  as USAA's decisions to make our life harder, while trumpeting their own choices to reward themselves, is well documented.

It is getting to where a cynic could accuse USAA of milking our military instead of serving them, but I still don't want to think that.

Will USAA continue to downgrade its service to members while it increases its benefits to its own workers and executives?

USAA Service
USAA Service

I can understand how frustrating this would be for you, @Sidknee. I've sent a request to a colleague to review your situation. Please know they are not yet in the office, but will have this request first thing in the morning. - Cathleen

Sidknee
Occasional Visitor

Too late.  I pushed the button.  Submitted my payment today for a new auto policy with another company.  Root Insurance fulfilled their promise to undercut USAA and offer more coverage at drastically lower rates to proven good drivers.

After a 4-week driving test on their GPS-monitoring app,  they pronounced me a Perfect Driver and offered me far more coverage for less than half of my current USAA premium cost.  I called USAA and asked if they likewise recognize good drivers, but they lectured me about hurricanes, floods, fires, etc...

After 29 years, I was feeling very bad about divorcing USAA, but their lack of interest in membership retention quickly changed my mind.  I didn't leave USAA;  they left me and kept on charging more for less service.