Call center reps spend up to six months in training before manning the phones. The goal: understanding the lives of military customers.
Better employee benefits can spur better service. So USAA reps get generous health care, bonuses topping 18% of salary, and even relocation.
Mobile is king among USAA's customers. A pioneering service lets banking customers deposit checks by taking pictures using their smartphones.
Behind the scenes, USAA has rolled out high-tech software that lets reps view the same online screens its customers see on their PCs at home.