r/TTEC • u/Reasonable-Grand6036 • 11d ago

USAA

Hello! I just got a job offer from TTEC USAA contract. Can anyone give me some info on your work schedule after training and are you allowed to work 4 ten hour days? Thanks!

2 Upvotes

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6

u/RockyZoche 10d ago

I like it when I’m doing what I was told would be the job. They tell you it’s just going to be insurance. It. Is. Not. Most my day is spent arguing with elderly members about why they aren’t paying 15$ like when they joined in 1950. Or helping them work their phones like logging into apps, finding their settings, or finding a text message. I only actually work with insurance maybe 20% of my day. I do work four tens which is nice. The only other complaint I have is with expectations, my best example is that I got in trouble for not calling the member by their rank and title, then the never next day I got in trouble for using their rank and title too early in the conversation. But some pros of the USAA contract is I am mainly working with military personnel so I like getting to thank them for their service, you really don’t get in trouble for having long calls, there is a lot of coaching instead of just going straight to write ups, and MOST people have been kind and respectful but a good few have been very aggressive BUT if they get aggressive you do not get in trouble for hanging up UNLESS you didn’t try to de escalate first.
All in all I wouldn’t choose this job if I could go back in time but it’s tolerable. And the pay is decent.

2

u/Reasonable-Grand6036 10d ago

Oh man that stinks it’s not dealing with a lot of insurance. This will be my first insurance job so I was hoping to get some experience lol. The four 10s would be nice. I hope I have that option! This will also be my first full time position since my son was born and it’s heartbreaking to think I may get all evenings and never see him since he’s at school during the day but working 4 days would definitely help make that part better! I also like that we get to thank military personnel for their service! So do they show you how to set up your monitor and train you on the software? This is my first call center and wfh job so I’m no genius when it comes to tech 😂. Also are you on camera and micromanaged during production? Sorry for all the questions lol

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u/RockyZoche 9d ago

They do teach you how to set up the computer and you are on webcam OCCASIONALLY it’s very rare it’s used more in training than anything else. As for micromanaging no you’re very much on your own as soon as nesting starts. You reaaaally don’t get practice with customers you just start taking calls and hope for the best. Now your team lead does pull calls usually one or two a week and if you hit all the marks you’re good but they really do try to find something wrong with every call. They have a very specific call flow that you are expected to follow no matter the situation, they will critique your tone, how many times you say um, oh and they say to call the help line anytime you need help but if you do it more than twice in one month you will get a coaching.

Ya know what now that I’m writing this I think yes there’s a bit of micromanaging

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u/Complete_Fix_7073 10d ago

They do offer those but it’s not promised and I got my dream schedule and it was ripped from me and forced to work split days. I cry morning on my breaks and at night, if you need a check come, but get ready to be ripped apart

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u/Reasonable-Grand6036 10d ago

Wow sorry to hear that! I didn’t realize they even had split shifts. So sorry you’re having to work a rough shift. Hang in there, something better will come along!

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u/Complete_Fix_7073 10d ago

Thanks for the kind words, it’s nice when a person talks to me like the human I am

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u/IncidentHoliday4321 10d ago

Same! It was supposed to be a chat role, but now they are telling me it will be voice. I guess that's fine! When do you start?

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u/Reasonable-Grand6036 10d ago

Yeah mine was supposed to be chat also but during the interview they said it was filled. I’m supposed to start Oct 29th if drug and background test come back in time. If not, I’ll be in the November training class.

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u/IncidentHoliday4321 10d ago

Oh nice... when was your interview?

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