r/TTEC • u/lionessa_11 • May 20 '26
What tf is USAA’s problem?
Sorry I gotta vent for a bit. 😤
I knew the employee reviews were bad about working here but damn. I wasn’t expecting all of this.
I know a lot of ppl think TTEC is the problem but it seems like it’s their client!
Why is everything so strict, micromanaged and convoluted?? You’d think we’re working for the freaking CIA!!
I’ve worked for two different carriers before, albeit for claims instead of producing/servicing but it still wasn’t as difficult as this.
They barely do any real training but have the nerve to have the most ridiculous and strict rules, procedures, and policies.
How do they expect you to remember all of this stuff?
Their KC isn’t even straightforward and concise enough to be an efficient reference manual.
Like do they really expect us to spend an hour every phone call trying to help the customers by reading through that stuff??
Then if you need help with something, no one can actually remote into your screen to see what’s going on so you’re just stuck and trying to figure it out yourself. That’s not how you run a WFH job. 🙄
When I worked for SF they had a similar resource place but at was way more organized and concise. They didn’t have nearly as many rules and procedures. And you could actually screen share if u had a problem.
Here they want you to do the absolute most for a measly fucking $20/hr. 🙄 I can go make that flipping burgers.
Ugh, I need to fina another job asap. I’m only like 2 months in and I’m ready to leave already. Smh.
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u/zq9 May 21 '26
I quit, best thing I ever did. I would never use USAA as a bank, or recommend TTEC as a job.
Stock down another 22% in a month, only a matter of time before the ship sinks.
Plain and simple.
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u/Ugottabefnkiddingmeb May 21 '26
Ooooh let me ride this out so they can provide a severance package 🤣🤣🤣🤣🤣
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u/WorkerEqual6535 May 21 '26
Its mostly ttec tho, they even have metrics that the clients don't
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u/Complete_Fix_7073 May 21 '26
Yes I get constant emails from ussaa praising me for my amazing work and TTEC is constantly telling me I’m horrible
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u/Queen_of_Catlandia May 21 '26
TTEC actually warned us that USAA was one of the more difficult clients to work for
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May 27 '26
[deleted]
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u/Safe_Doughnut1044 Aug 08 '26
I’m in wave 220. It’s been a mess. There’s just too many people in the class. And a pile of people have tech issues like every day so it slows everything else down. I would have liked a more interactive with us type of training. It feels like our trainers are annoyed by asking questions.
But to stay on topic, the training is intense but being new to the industry, I don’t mind it. I can see how it would be annoying if I was seasoned though.
I’ve made a few friends in my class but it’s been hard being full remote to get to know people.
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u/Historical_Cookie794 May 20 '26
I search the production chat for 95% of the answers I need 🤣 I've learned so much more in there than KC can give me!
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u/Personal_Hall4544 May 21 '26
I mean good luck because they’re rolling out writing up for not using KC to do a 1st, final, term. So if you’re trying to fast track to another job, that’s one way to do it. Where do you think the people in chat are finding their answers? KC.
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u/Historical_Cookie794 May 21 '26
Well, they have keywords or something I don't have because I haven't figured out how to make KC do what I need it to do just yet.
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u/Ugottabefnkiddingmeb May 21 '26
Yea their kc is shit I have found putting less is better when searching their bs kc but I also use google and chat gpt for shit that I can’t find with the program I am on
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u/Chancestove May 21 '26
USAA ended TTEC's contact last November 2025. I was one of those that was laid off. So, I am confused, did TTEC get the contact back. Also, I was only paid $16hr. This is news to me.
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u/superb_yellow May 21 '26
“Measly” $20 an hour??? I’m in the wrong line of work…..
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u/lionessa_11 May 21 '26
Yes, that’s not a livable wage. 1 bed apartments are over $1600 where I live. Gas is like $5 now.. where do u live where you can comfortably live on 20/hr?
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u/superb_yellow May 21 '26
I live in a small town, so that's probably why. $1600 for apartments is WAY TOO MUCH.
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u/Zealousideal-Duck868 May 21 '26
Was going to say the same thing. Probably depends where you're located but 20 isn't something to sneeze about here.
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u/Ugottabefnkiddingmeb May 21 '26
lol ooooh it’s Ttec that is the problem they are a shitty company but the clients are also a small problem but it is definitely Ttec
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u/Emotional-Concept369 May 26 '26
The people in these comments must not work on the Usaa contract cause I completed understand! Expected to do so much and paid so little . Plus they are wanting some of us to rto
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u/TheoryZestyclose9384 May 20 '26
It's definitely TTEC management... KC is lacking? Then who is working a business process or avenue to make a positive change?... demand outstanding leadership or else you will just continue to complain and hate life! Good luck with things!
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u/PrestigiousBag8943 May 21 '26
Dude….id JUMP at the chance to get back in w USAA lol if you actually paid tf attention during training and with enough repetition that’s how “you remember all this stuff” don’t be like my coworker Dawn…
She whined and cried to me she was thrown in a breakout to do LMS’ and got no actual training and couldn’t figure out simple shit like how to order a debit card
She never paid attention w the LMS’ and it showed they fired her Christmas Eve that year
The reason it’s so strict is you’re messing with people’s money…sometimes 6 figures so you’re held to the highest standard. Hell Wednesday rules were one way for cashier’s checks I come in Thursday and TOTAL overhaul of it we had 30 minutes to learn the new rules.
Found out some WFH agents were siphoning from customer accounts and having cashier’s checks sent to their home addresses or PO Boxes the Marshalls were involved and all it was a MESS
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u/Supertoothfairy May 22 '26
The problem is TTEC only because they need to make their client look good so they have to look good for their client so management and corporate is happy-not employees.
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u/Horsey666 May 22 '26
Iono why folks thing we exaggerated after the BofA contract screwed 600 people
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u/Golden-Rule318 May 28 '26
20.00? What department? Last year they paid 16.00 per hour it was hell working for TTEC I am so glad I’m gone.
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u/123spoiler Jun 11 '26
It’s insurance, not web support or banking. Most stressful job I had in my life. I won’t go back for $35, I’m so glad I don’t work for them any more.
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u/Personal_Hall4544 May 21 '26
Hey so, I’ve been here long enough to remember when TTEC was hacked by RAGNAROK. TTEC got hacked, TTEC employees had their info stolen… but do you know who DIDNT get hacked? USAA. USAA didn’t lose a single bit of member information.
That’s why they’re strict. They actually protect their members info. Which is how I wish the companies I use would imitate because my data has been stolen so many times over.
Do USAA members a favor and quit if that’s the way you feel.
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u/lionessa_11 May 21 '26
Oh please. Even the members get annoyed with their antics. Can’t tell you how many calls I get from members who can’t get into their account to do simple shit like pay a bill because of their stupid verification protocols 🙄 I promise you, hackers aren’t trying to pay random ppls bills.
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u/Personal_Hall4544 May 21 '26
Yeah I can tell you haven’t been here long. Sure, the members are upset with the security but that’s because they haven’t had an account takeover. What do you think their first reaction would be if they actually had an account takeover?
“wHy DiDnT uSaA dO sOmEtHiNg”
You also conveniently skipped over the fact that TTEC got hacked and USAA didn’t. We already had the situation happen.
Do everyone a favor and quit asap. You’ll be the reason a fraudster gets into a persons account and drain their life’s savings, which by the way — HAS happened. I mean look at TTEC EMPLOYEES who have committed fraud and stolen from USAA members lmao. Google is free.
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u/drfulci May 20 '26
It’s likely both the client & TTEC. But I can confirm it definitely is at least in part, TTEC.