How do you respond to feedback?

"I've noticed that learning, developing and growing is part of the culture at USAA. Even though it can be difficult to hear criticism, I always pause before I respond and take time to think about it first. If it's something that catches me by surprise, I usually ask if they can clarify or explain. I want to grow and improve so the more specific my supervisor can be, the more helpful it is."

USAA's atmosphere in their organization is feedback, inclusion and impact. However, receiving feedback from a manager or supervisor can be tough. You can't always predict what they may say, and you also can't always predict how you might feel in response. Learning how to respond when given a performance review or negative feedback is important.

"I love receiving feedback from my employer because the feedback allows me to better understand where I need to improve. I view it as a learning opportunity, and I know learning and development are super important at USAA."

"I respond very well to feedback. I understand that I’m not perfect nor do I know it all. I'm always looking for ways that I can improve and grow and appreciate all criticism."

How do you look for further sales opportunities?

"I like to first ask questions about my customers' situation to get an idea of what they currently value. For example, if they start talking about how they are worried they don't have a plan for retirement and their car is in bad shape, we start with those."

USAA has many different products that hold value for different people. Some value renter's insurance, others an auto loan or care about their retirement savings. In order to find out which products a customer needs, employees at USAA need to have an open and creative mind when helping find the best solution. Discuss with the interviewer how you are able to do that and what methods you use to determine the right solutions.

"I like to get to know my customers by asking about what they are looking for when they come in, but also, I like to talk to them about their cars, homes and other topics to see what other services I can offer them."

"I’d start by asking the customer about their current needs to get an idea of their situation. From there I try to look for solutions both current and long term."

What management style do you prefer?

"I can work with any management style. I am able to adapt very well to any style, however I do enjoy a manager that likes to sit down and talk about career and growth opportunities and help me grow within the organization. I find that I do very well with this style."

USAA values their employees and wants to make sure that you would be a good fit with the hiring manager. It is a good idea to talk about the style you prefer, such as flexible or coaching, however, also to remain open minded. Explain that you are able to work with any management style, however, there is a management style you enjoy working with the most.

"I am able to work with all management styles. I do particularly enjoy managers that are flexible in the sense that they trust I am able to get my work done. I like management that I am also able to go to for feedback and guidance whenever I need guidance."

"I am very flexible and feel that I can adapt to any style of management. I do love getting feedback, not micromanaged but if there are areas I can improve or be better at I’m always open to that. At the same time, if it is an area I’m not so confident in, then I do love managers who are also able to coach me along the way and help me reach those goals."

When it comes to insurance, would you rather work face to face with clients, or in the background in a research and analysis based role?

"I am more of an analyst type and do prefer to be in the background, making the numbers happen. With that said; I am still a people person and would always put my best face forward in any customer facing situation. I can flex both abilities and just depends on what USAA is looking for in this role."

After researching USAA, and understanding more about the position you have applied for, answer accordingly. Depending on the role at USAA, you may be asked to interface with customers face to face, or will take more behind the scenes approach. Talk to the interviewer about your preference around number crunching vs. customer facing. No matter your preference, be sure to highlight your ability to be a proud face of the company.

"I am definitely more of a face to face communicator. I love being in the buzz of it all and I thrive in customer facing situations. I am also able to work in the background, when needed. I know in this analyst role at USAA, it requires the ability to do both and I am happy to flex."

"I am 100% a people person and enjoy face-to-face interactions. That said, once I have strengthened my knowledge of the products USAA offers I’d be more comfortable with negotiating with customers face to face. Right now I think I’d be better in the background as I navigate through perfecting my knowledge of everything USAA provides."

At USAA we prefer to hire individuals with longevity in mind. Where do you see your career 5 years from now?

"As you can see on my resume, I have strong tenure with my previous employers. I would love nothing more than to find a long-term home where I can naturally grow. Over the next 5 years I would love to be promoted within USAA as I prove my strengths and abilities. I know that USAA values continuing education and I look forward to the opportunities that come from that."

USAA invests in each employees' career and offers learning and development opportunities for long-term employees. Interviewing, vetting, and hiring a new team member is an expensive and time consuming effort for any company. Assure the interviewer that if you were hired on with USAA that you plan to stay long term and what you could see yourself doing.

"In 5 years, I am really looking to expand upon my existing skill set. I understand that USAA has amazing learning and development opportunities and I would love to be able to utilize those opportunities to have increased responsibilities at USAA. I am not so much looking for a job title, I am looking for a role that utilizes my skills."

"5 years from now, I undoubtedly see myself not only being still with USAA but also in a leadership role. My goal is to learn more, expand on my current skill set, and become more of an asset to the company so that I can reach that longevity."

Rate your communication skills from 1-10 with proper examples backing your given rating.

"I know this is a critical skill at USAA. I rate my communication skills as a 9/10 as I will, on occasion, have times when I am not as clear as I would like to be. My supervisor and co-workers will attest to my clear and concise communication skills. Because I am an open leader, my team will let me know if I need to clarify anything."

For all roles at USAA, you will be required to effectively communicate with your team members, supervisor and other members of other teams. Cross collaboration is important at USAA and the interviewer wants to make sure you possess that skill. Talk with them about how you've effectively communicated in the past to partner with the rating you provide.

"I will rate myself an 8 because I value communication but, just like most people, I have things to learn. Some ways that I ensure clear communication are by utilizing multiple methods of delivering messages and I give ample time for questions before implementing changes. With communication being such a critical skill, especially to USAA, I am always working to improve that skill."

"I’d rate myself a 9 with communication skills. Not only am I open-minded and can see all sides to a situation, but when someone is speaking I listen without interruption and ask if they are done before I respond. I think that a lot of the time communication fails when you don’t listen and chime in when the other isn’t finished with their thought."

What do you know about the culture at USAA?

"I have researched USAA a great deal and have found that your company maintains a strong focus on a military and member-based atmosphere, even through your growth mode. I appreciate that your company also seeks to hire veterans and use their unique skills to transition them into careers at USAA."

USAA's core values are service, loyalty, honesty and integrity and looks for employees that resonate with those values. Before you interview with USAA it is very important that you continue to do your research on their values and what makes the company. This includes scanning the company website, checking for online customer reviews, going to Glassdoor.com to view any employee reviews, and perhaps speaking to anyone you know who already works in the company. Display to the interviewer that you are engaged in the interview process by doing your 'homework' on them.

"Your company has a really impressive industry reputation, and I would be thrilled to learn from your leadership team. From my research I find that you are very involved in the community and put a lot of efforts into developing your employees. USAA is involved with not only military members and their families but is heavily focused on giving back to the community and those are things that I value in an employer."

"I know that USAA has an amazing diverse, inclusive culture. USAA prides itself on its core values; service, loyalty, honesty, and integrity and it plays a major part in USAA’s success. USSA takes care of the military, their families, and members and is very involved in the community."

Do you think honesty is always the best policy?

"Sometimes full disclosure can damage someone's self-esteem, and reality isn't always best expressed in full and can be self-indulgent based on the person's intention. In those instances, honesty still is best, however, the way that you explain things really makes a difference. I think acting with not only honesty, but integrity helps mitigate tough situations."

After doing your research on USAA, you will know that honesty is a core value. When answering this question, think about if honesty is always the best policy when dealing with your members or customers. Talk to the interviewer about your thoughts on honesty in the workplace.

"I know that one of USAA's core values is honesty, and I do feel that honesty is the best policy so long as the honest comment does not come with the intention of being hurtful."

"Without a doubt, honesty is always the best policy. Now I do feel as though the way you approach being honest may need to be handled differently depending on the situation."

Within USAA many of our positions require a Bachelor's degree with over 5 years of experience in your field. Why should we hire you into this role?

"I currently have a Bachelors Degree in Business Administration and have considered completing my MBA through online coursework on the weekends and evenings. For this Senior Director role of Life Insurance at USAA, I know that it requires 8 years of experience. I have worked with life insurance for 5 years and have offered both whole and life insurance policies."

While it may not be required for all positions, some roles within USAA may require over 5 years of experience for professional level positions. Browsing their website, roles in areas such as Information Technology, Audit and Insurance, these roles require several years of experience including a Bachelor's degree. If you do not have the years of experience but do possess the schooling and vice versa, explain to the interviewer your skills that are a match for the role and how you would be the best candidate. Offering inside information as to what specific areas of the job description you have experience with and providing some examples would be a great way to answer this question.

"I am always open to additional training and coursework. Since I already have my MBA, I would not return to full time studies; however learning opportunities are really what I am looking for. In this role at USAA as a Senior Risk Analyst, I understand you are looking for experience in risk management. I have 5 years in that space, as well as experience in the audit and financial space."

When have you shown great integrity at work?

"I know that integrity is a core value at USAA. In my last position, I was responsible for the cash deposit on a daily basis. There was never a discrepancy, in the 4 years that I worked there. I best show my integrity by being a consistently reliable employee."

Another one of USAA's core values is integrity. Integrity is best displayed through honesty and consistent moral values. Talk to the interviewer about the way(s) that you show your integrity in the workplace.

"I show integrity at work all of the time. It's an incredibly important thing, to consistently show excellence through integrity. In the workplace, I show integrity by keeping my promises, earning and keeping the trust of my colleagues, and avoiding all workplace gossip. Integrity is super important to me as an employee, and I know that is the same for USAA."

"I know that integrity is one of USAA’s core values. I believe that being a person of integrity should not only be in the workplace but the way you live your life at all times. I show integrity by being a person of my word, being honest, and upholding morals and rules when no one is looking. Integrity means earning and keeping the trust of others."

What do you know about USAA?

"After doing research on your website, it looks like USAA is a one stop shop for insurance, retirement, banking along with a multitude of other perks. I admire that military members, their spouses and their families have a place to shop for all of life's most important purchases."

For any interview, it is important to research the company ahead of time. USAA provides banking services to military members, their spouses and their children. They offer insurance solutions, loans, retirement and much more. Do some in-depth research on these products and services and share what you've learned with the interviewer. Another great item to add onto your answer is what products and services you like and maybe even would purchase yourself.

"I am actually a member of USAA. I currently have several bank accounts with USAA, so I know that USAA provides excellent banking services. Some other products that I have looked at are insurance and retirement products. I have thought about purchasing a boat as well as have looked into life insurance. I also have family members that are also members at USAA and love it."

"I know that USAA provides banking services to military members, their spouses, and children. They are involved in the community and provide insurance, loans, and retirement. Times are getting crazy so I’d love to look into life insurance policies."

Since beginning your career in banking and insurance, what do you feel has been the most significant industry change?

"The biggest change that I have seen as it relates to insurance, since my start in 1999, has to do with technology. There are so many great mobile trends now; including apps that make information simple and easy to access. it's been incredible to see. I don't currently have services with USAA, but I do know that they have a mobile app to be able to manage all of your insurance information. I think that is such a great service for USAA's customers."

Discuss with the interviewer your thoughts on change within the insurance and banking industries. As USAA is involved in both banking, retirement (investments) and insurance, there is a wider range of acceptable answers here. Be sure to keep your answer in a positive and conversational tone as opposed to heavily opinionated. Share what you have researched over the past year, any newsletters or websites you subscribe to keep up-to-date on information.

"I would say that the most significant change to the insurance industry, since I joined, has been technology and the changes that come with it. The industry has become more competitive because of it. With that said, I encourage the competition because it keeps most people in the industry honest, and encourages us all to try harder for our clients. I understand that USAA has online access for their insurance products as well as a mobile app so that customers can access their insurance information. I also understand customers can access their investments and banking information in the USAA app as well and I think the business is keeping up with technology trends well."

In your most recent position, what was the size of your client portfolio? Was that manageable for you?

"With my current company, I have a portfolio of $55M invested in retirement funds which I grew from $15M in funds when I first started. I am comfortable with this volume but can certainly handle more if required. I would love to understand more around the expected portfolio size I would be required to manage at USAA. I understand that the area I would manage at USAA depends on my area of expertise."

If you are interviewing for an account manager or sales related role with USAA, start by inquiring about the size of portfolio you might have to manage. USAA offers different products including banking, retirement and insurance and the portfolio you are expected to manage may depend on your specialties and areas of focus. Disclose to the interviewer the size of your current, or most recent, insurance, banking or retirement portfolio. Assure them that you are able to handle the volume required of you, should you be offered the position.

"My most recent portfolio was smaller than I would have liked which is why I am seeking a new opportunity. My preference would be to have an active portfolio in the $25-30 million range in insurance product sales. I would love to understand more about the expected portfolio size of a sales associate here at USAA."

How would you overcome hesitations from customers to any products or services offered?

"I would use my investigation skills to understand what the customers hesitation is. After identifying the need, I would provide a solution and discuss all of the benefits this solution has for their specific problem. Most of the products at USAA do not have a commitment and the customer can see what they are getting before they follow through. I can sit down and walk them through everything."

USAA offers multiple products and services for their banking customers including retirement, loans and insurance. Working with customers and uncovering any needs they may have yields sales opportunities. During those conversations, you may recommend a product or service to fill their need and encounter hesitations. Talk with the interviewer about a time you may have experienced a similar situation in your current role or a past role. Identify the situation, the need, what the hesitation was and how you overcame it.

"I have encountered situations where this has happened. When I worked for a different bank, there was a customer that was worried they did not have life insurance but their hesitation was that it was too expensive and that they did not know much about it. I was able to sit them down, walk them through the different type of insurance programs we had, break down the cost so that they could see what it really costs and talked about the benefits and peace of mind that this life insurance would give them. They ended up going through with the purchase."

"I think that I’d listen and ask their needs to first see if we can come up with a solution. We’d discuss how the solution could benefit their problem. I know that USAA’s products do not all come with a commitment so I’d talk them through it and gain clarity and trust."

In your opinion, what sets USAA apart from other banks?

"In my opinion, USAA differentiates themselves by their special attention to their military customers. Providing excellent service and products to its military members makes banking more accessible for them and provides solutions for those members that are busy serving our country,"

USAA says that it is not just a bank, it's a one-stop shop for insurance, banking, and retirement. What sets them apart is their military focus, they are there when their customers need them, and they give back. Craft your answer using any three of these components and add information on what you know about each of these areas to your answer.

"USAA sets themselves apart from other banks by the different products and services they offer making it a one stop shop. I admire USAA's military focus to provide those services to this group."

"I think that first and foremost they beat the competition because they are military-dedicated and also provide more than just banking services. Not only will they take care of your money but they offer insurance (home auto life), loans, and retirement services. They take care of their members and also give back to the community."

How do you feel globalization has affected the banking and insurance industry?

"I feel that globalization has forced many companies to be creative and flexible when it comes to their business insurance and banking needs. Namely, companies who now have international offices, hire offshore employees, and who participate in global trade. It has caused the insurance and banking industry to think outside of the box and has, in my opinion, created some very thought provoking challenges. Some of those challenges I can see may have had an impact on USAA, namely offering products and services to not only service members, but their families as well."

Globalization is a business concept that encourages international trade in order to strengthen the economic situation between Countries. Discuss with the interviewer your thoughts on how this practice may be affecting USAA and the industry it serves. Customer service is a key component of how USAA operates, and starting your answer based on this concept is a great course of action.

"I think that globalization has made the insurance and banking industries more competitive; thus, creating a greater need for good reviews and customer satisfaction. Customers are better educated and that holds the entire industry more accountable. I know that one of USAA's core values is excellent customer service, and I am sure that USAA has seen an increase in the need to ensure sustained customer satisfaction."

"I believe globalization has forced the industry to think outside of the box to meet the ever-changing needs of their clients, as well as their employees, in an effort to maintain constant growth. Clients having excellent service provided to them via internet and phone, as well as allowing employees to work remotely is very valuable while everyone is concerned about health and wellness. It is of extreme importance to have customer satisfaction because reviews and ratings hold much of the fate of any company these days."

Do you consider yourself a creative thinker in the workplace or do you prefer to follow a predetermined set of rules?

"In the workplace, I naturally lean towards my preference of straightforward rules and expectations. From there, once I am comfortable in my knowledge base, I can start to think outside of the box. So - to answer your question - I would say I bring a healthy balance of both. I know that USAA has to follow rules and regulations, but I do believe there are areas where creativity can shine."

Most organizations prefer to hire candidates who can apply creative thinking when needed, but can also follow protocol and guidelines. As USAA is a bank, there are rules and regulations that must be followed. There is also room for creativity at USAA, and it is your job to understand the appropriate time to be creative and when to follow the rules. Assure the interviewer that you are an individual who can achieve both.

"I am most comfortable when my creativity is challenged. I like to think of new ways of working, and create alternate solutions to a variety of scenarios. With that said, I am more than capable of following a predetermined set of rules. I can appreciate and adhere to a healthy mixture of both at USAA, as I know that rules and regulations are important. It would be identifying areas where I could be creative and others where rules must absolutely be followed."

"I think that I am flexible and can do both. I like a challenge and won't hesitate to do what I can to find solutions as long as it falls within the rules and regulations of the company."

How would you describe your relationship with your customers or clients?

"My customer and client relationships are best described as open and honest. I always strive to act with honesty and integrity, two traits I know are core values at USAA. I believe that the more upfront and transparent you are with your clients, the more likely they are to return. I most definitely value my clients and am sure to nurture those relationships as much as possible."

When doing your homework on USAA, you'll find that it values its' members above all else. It serves military members and their families, and it is extremely important to have and build great relationships with members regardless of position. A great way to approach this question would be to think about how you nurture relationships, grow them and work to ensure that they are happy and continue to come back. Talk to the interviewer about your strategy for strong customer and client relationships.

"My customer and client relationships are most important to me. A happy client is a client that will help me to achieve my targets and goals. Happy clients offer referrals and give you their business because you have developed a great amount of trust with them. I take my time to nurture relationships and act with service in mind, a trait I know USAA values. My client relationships can best be described as valued, nurtured, and well-crafted."

"My customer and client relationships are important to me. It’s nothing like making a person's day and being able to take stress off of them. I pride myself in nurturing these relationships, gaining their trust, and having their return business"

How do you align with the USAA core values?

"I value honesty and integrity in my work and how I interact with customers and coworkers. I bring those values to work with me every day and will enable me to be successful in this Banking Customer Service role."

USAA's core values are honesty, integrity, loyalty, and service. The interviewer wants to know why you have not only applied for the job but also why you want to work at the company. Think about how you have used these core values in your life and in your experiences at work. Be able to talk about a few situations where you have shown these.

"Service is a value that I believe in and is important to me. In any customer service or banking position, service is the number one priority. I execute this currently in my customer service role and will be able to easily integrate it into this customer service position with USAA."

The industry that USAA is in boasts new trends and developments quite frequently. How do you stay on top of these changes?

"I find it very exciting to research and study new trends and ideas in the banking, insurance and retirement marketplace. I have a few favorite blogs that I subscribe to. This way, I receive quick updates in my inbox every morning. I consistently review USAA's new page to see what is new and subscribe to Deloitte's page. If I find solid interest, or need clarification on any of the topics, I will research the concept or trend further."

Being 'in-the-know' within the Insurance industry takes dedication as it is an ever-changing landscape. Talk to the interviewer about the ways in which you stay on top of new developments in the Insurance industry. For USAA, some great places to look to keep up on trends would be their news section on their website. You can talk about the trends you see with USAA as a company. Outside of USAA, you can also look at companies such as Deloitte and EY to see what is new and upcoming.

"In order to stay up to date on banking, insurance and retirement industry trends, I subscribe to a variety of google alerts. I am also an avid reader who follows industry influencers. I also subscribe to companies such as Deloitte and EY to see what trends are coming down the pipeline."

"I am always eager to learn and believe it is important to have constant growth and development. This trait will be extremely valuable in keeping up to date with the progression of changes throughout the industry."

How do you promote and foster Diversity, Equity and Inclusion in your current role?

"In my current role, I promote inclusion and foster diversity. I make sure that each member of my team has the ability to present ideas regardless of what role they hold. Each employee of mine is equal no matter position and suggestions and improvements are welcome from all."

Regardless of role, USAA promotes Diversity, Equity and Inclusion and expects every employee to be a part of it. Each employee at USAA contributes to providing a safe, diverse and equitable experience. The interviewer wants to know how you foster this in your current role at your current organization or how you have done it in the past. A great way to approach this question is to talk about how you help others, help others grow, eliminate bias and help others feel included.

"I proactively sit down with each member of my team on a weekly basis to talk about what I can do better, help them feel included and encourage their ideas on different topics. It's super important to me that I am able to get feedback from my team and give them an opportunity to ask for what they need from me as a manager."

Have you obtained any Insurance related certifications or licenses?

"In 2017, I completed my Certificate in General Insurance through the Insurance Institute of America (IIA). I am currently completing my Associate in Insurance Services (AIS) certificate. Please let me know if there are any other certificates or licenses required to work in this role at USAA."

Some positions within USAA will require you to hold special certification or licensing. Many retirement positions at USAA require you to hold a FINRA certification or if you are in real estate, a NMLS. These requirements may be different depending on the state that you are working in as well. Talk to the interviewer about any additional certifications you may hold and be sure to ask about their expectations and needs.

"I currently hold my Property and Casualty insurance license and my state registration. I would be able to get started immediately in this insurance customer service role at USAA, as I see that you require those two items to get started."

"I have not but am willing to."

Tell me about your college experience and how it prepared you for a career with USAA?

"Every valuable piece of knowledge gained from my Bachelor of Business Administration Degree will be applied to my work with USAA in this Senior Risk Analyst role. My University experience was a positive one. I was able to apply myself wholeheartedly and graduate top of my class. In addition to the knowledge gained, I also developed strong organizational skills and a keen ability to multitask; additional skills that I look forward to bringing to USAA."

The interviewer would like to know that the knowledge you gained during your studies is going to be applied here, if you are hired. Most roles at USAA require at least a Bachelor's degree, however, there are a good number of roles looking for experience over education. Assure the interviewer that you have gained transferable knowledge and that you are prepared to apply that knowledge.

"Although I do not bring specific industry education, I do have some coursework completed that would be transferable to this Credit Analyst role with USAA. These courses include portfolio management, risk management and finance. I know that this role requires someone with regulatory or operations experience as well, and I bring about 5 years of experience in my current role."

When have you had to think quickly in response to sudden change?

"I am able to think quickly on the job and I do respond well to sudden change. I know that USAA requires each role to be flexible in response to change. Last week I was asked to tweak a presentation with just 30 minutes notice. The changes were significant but luckily, I work well under pressure. The presentation went well and our clients were very happy."

Sudden changes will occur in the workplace from time to time. As USAA works to ensure the financial security of their members and clients, change occurs quickly with their diverse set of products and services. Their vision, "Many faces, one Vision" includes serving members the best way possible, and that means being flexible to changing priorities and needs. Assure the interviewer that you are capable of responding quickly, and professionally, to sudden changes in the workplace.

"The insurance industry can be quite volatile so I think quickly in response to change, multiple times per day. When I do need to pivot quickly, I do so in a safe and calculated way that can benefit all parties. I know that priorities change quickly at USAA in this risk analyst role, so I pride myself on being ready at a moments notice."

What causes you to feel dissatisfied on the job?

"I can feel dissatisfied on the job when I am not feeling heard or when there is not a mutual respect among the team members. I work best in more harmonious situations where there is little drama or gossip. I know that one of USAAs' values is inclusion, and I work to always help people feel included, and in turn, ask that I am included."

USAA builds a strong culture of responsibility for its members and clients. It is heavily focused on the happiness of members, but also on employee satisfaction and providing a great experience. With that being said, everyone will have their own particular triggers that cause them to feel dissatisfaction on the job. Talk to the interviewer about any factors that may deflate or discourage you in the workplace.

"I have felt dissatisfied on the job when I feel underpaid and overworked. I don't mind working hard at all, but I don't like to feel as though I'm being taken advantage of. Under USAA's code of ethics, I think building trust and helping others succeed is important, and so I take this mindset and communicate with my manager when I feel overwhelmed to hopefully come to resolution and help with managing and prioritizing tasks."

"I feel dissatisfied on the job when I am being micromanaged and told how to do the position I was hired to do. I don’t mean simple feedback I mean basically doing my job for me. I also feel dissatisfied when coworkers aren’t friendly and helpful to one another. Being a part of a team is important."

What type of work environment allows you to be the most productive?

"I understand that your work environment is very collaborative. I come from a similar environment and found that I could be very productive when there was the "

The interviewer wants to assess if you are able to be productive in any environment. At USAA, needs are everchanging and require each employee to be able to work with different groups of people oftentimes in changing environments. Discuss with the interviewer if there are any particular environments you find distracting or unable to work in. Make sure to let the interviewer know of your preferences, but reiterate that at USAA, you are adaptable and able to work in different environments as needed.

"I work well in a high pressure, demanding environment that requires you to work smart and make your mark."

"A work environment that allows me to be most productive is one in which I am able to learn and strengthen my skill set. When I can get feedback my my manager and collaborate with teammates for solutions. I also love fast-paced environments."

How do you like to be recognized for your accomplishments?

"I am very much an over-achiever and find that the best way for me to be recognized for a job well done is to be given a service award and recognition. I am easily encouraged and the best reward for me is to know that my hard work is being noticed. I know that USAA likes to reward their employees with service rewards and has recognition programs, and I think that aligns with what I am looking for in my next company."

We all like to be recognized in some way for our accomplishments in the workplace. Share with the interviewer how you would like to be recognized for your hard work. Consider what types of recognition you prefer. That recognition may look like gifts, financial perks, public recognition, kind words or even title promotions. USAA offers an array of recognition and learning opportunities such as performance and bonus incentives, service awards and recognition programs and more. Look at their website and consider aligning your answer with what USAA currently offers.

"I do not particularly love public recognition so I would say that the best way to recognize me for my accomplishments would be an increase in responsibilities and continued autonomy. After doing my research on USAA, I know there are many learning and development opportunities such as leadership training, workshops and seminars, and customized training based on employee interests. That is definitely something I am looking for in my next opportunity."

"I think everyone enjoys being recognized for their accomplishments and made to feel like their work matters. I appreciate when I am able to move up in a company and gain leadership roles. I know that USAA likes to reward their employees with service rewards and other things and that aligns with what I want in a company."

What leadership qualities do you possess?

"I feel that I am good at motivating a team. I know that USAA is looking for employees that possess that motivation. Last year, I motivated my sales team every day, and we ended up being the top sales team in the company for the year."

USAA has a leadership program that allows employees an opportunity to take on leadership responsibilities and understand what it takes to be a leader. USAA wants to see that you will take interest in leading the way, even if you are not in a leadership role. A great way to approach this question is to provide an example from your current role and previous role on how you showed this skill.

"I am great with delegation and using each team members strengths to get the job done. I don't have any formal leadership training and I know that is something that USAA offers. I would love to be able to get into formal training for leaders to capitalize on those skills."

"I believe that I am a natural-born leader. I am able to take charge of a team while still making sure they feel appreciated for their work and contributions. In my current role, I am a lead host and it is my job to run the shift and delegate duties. I think when you show respect you get respect naturally and in doing so I was given a raise and made a company-certified trainer."

Have you ever worked in a cross-functional environment?

"I understand in this Senior IT Auditor role, I may be asked to work on projects and initiatives with other departments such as IT, risk and compliance. I am regularly exposed to cross-functional teamwork in my current position. I believe that when expectations are communicated clearly from the beginning, a cross-functional team project can be very successful. I go into these types of projects with an understanding that everyone has their own strengths and limitations based on their expertise and job function."

Similar to other organizations you may have worked for, USAA expects employees to be able to work on projects with other teams, departments or stakeholders. Your ability to work with cross-functional teams will be a big asset. Maybe you headed a project which required you to collaborate with the members from the engineering and sales teams. You may have had the opportunity to organize a volunteer activity or team building exercise, company-wide. Share any challenges that came up and what you learned from the experience.

"I have worked in a cross-functional setting for many years. Primarily with the HR department and the Accounting department. I understand this HR specialist role at USAA will require much of the same, working with finance and accounting. Clear communication is key when collaborating with different teams. Clarity in expectations is of huge importance to me when doing so."

Do you prefer to work with clients on their business/commercial insurance needs, or health/life insurance needs? Why?

"I understand that USAA offers a full suite of services to their clients. I have experience working in all types of insurance and am comfortable in most areas. If I had to choose one area of strength, I would say that I have a few more years of experience in commercial insurance."

Some Insurance companies focus solely on commercial/business insurance while others work strictly on health/life insurance. Other insurance companies offer a full suite of services. USAA is one of those organizations that offers a full suite of services including banking, insurance, loans and retirement products. Before interviewing with USAA be sure that you understand exactly what they offer their clients. Your answer should highlight the ways that the company and your background are a match.

"Although I do have more experience in life insurance, I am very eager to gain more momentum in the area of insurance. I know that USAA offers life insurance options and policies, and I love the idea of variety, and the challenge of selling. It would be welcome at this point in my career."

"Although I don't have experience in the insurance field, I am eager to advance my skill set in this area. I learn quickly and have a broad variety of experience that will assist me in being a strong asset, as well as a dedicated employee."

Do you feel performance should be rewarded over experience?

"I feel that employees should be paid, and rewarded, based on their performance. A new employee would be greatly motivated through being rewarded for performance and it encourages a healthy competition with tenured employees. I do also find that is motivates excellent customer care, as I know that is important at USAA for all positions."

After reviewing the website at USAA, you will find that it is a very customer focused and results oriented organization. With that in mind, assess if you feel you should be paid based on tenure, or results. Discuss this with the interviewer and back your answer with an example, if possible.

"I feel both performance and experience should be equally rewarded and weighted. I know that USAA has multiple ways it rewards its employees. I admire the service and recognition programs at USAA and think that this approach is what I am looking for in my next company."

"I think that both performance and experience should be considered. Everyone learns differently and at different paces so someone with no experience could be hired and given a raise in no time because they are good at what they do. I think along the way everyone should be rewarded for their accomplishments and I know that USAA has a lot of service and recognition programs."

Tell me about an error or mistake you made because of a breakdown in communication from you or one of your team members.

"I recall one instance where I misread an email from one of my subordinates. The punctuation was incorrect, and I read it in a dire tone rather than in a positive one, as it was intended. After a tense conversation, the employee clarified her intention, and it seems I was mistaken. She and I agreed to exercise verbal communication on a regular basis to avoid a similar situation from happening again. One of USAA's core values is integrity, and I will uphold that in any issues I have and come to a swift resolution."

USAA is very member focused, especially as they serve military members and their families. It will be important with members and equally as important with team members, to ensure breakdowns in communication are handled and resolved. Mistakes do happen and communication has and will be broken at some point. Talk to the interviewer about a time that this occurred in the workplace. How did you resolve the situation?

"I had a manager text me one time about a client who was not happy with the results of my work. I was really upset, because I try my best at all times, and felt that the conversation would have been better delivered to me in-person. The next day, I approached the manager and requested that future communication of that nature be conducted in person, versus text message. I did apologize for my initial defensive reaction. I know that USAA puts their members first, and I think that's why I was upset - that I was unable to deliver that best-in-class service. However, the feedback I used moving forward to continue to try and make the best-in-class service continue."

"While working as a hostess, I was the lead and I worked with other girls through the shift. I delegated duties and this time, in particular, I had a coworker at a table to seat. She was new and sat the party in the wrong section, it was where we had to sit for a large party and the restaurant wasn’t very big. Luckily we caught the mistake in time and the party was okay with relocating."

Insurance and loan contracts can be detailed and lengthy. How do you help your clients to understand their contracts?

"I understand that insurance, retirement, and even banking policies and contracts at USAA can appear complicated to my clients. I will walk them through each section, before they sign, and use simpler terms and analogies when needed. I have often had clients comment on my ability to relay the information to them in an easy to understand method. I think this would be a great fit for USAA, as I know it has a huge emphasis on customer service."

No matter which company you work for, the client contracts and policies will likely be full of detail and be difficult to understand, for the typical layman. Since USAA offers more than just insurance, they also offer banking and retirement services, the contracts and information contained will be a lot to understand. Take the interviewer through your process when it comes to explaining contracts and policies to your customers. Assure the interviewer that your communication skills are solid.

"Yes, contracts can absolutely be difficult to understand. I do not want to assume that a client is struggling so I will let them go through the contract on their own pace and then encourage questions through all steps in the process. I want to make sure I uphold the USAA core value of customer service, and will always be willing to explain and answer any questions they may have."

What are your salary expectations?

"Currently, I earn a base salary of $45,000 per year plus a potential 20% annual bonus. Last year my earnings were $52,000 and I would like to stay in the same range or slightly higher. I know that USAA also offers a 401k match, and that is also something I am looking for in my total compensation package."

Transparency is the best choice when salary-based questions arise. Before you answer, it is best to understand the type of salary and incentives that USAA offers by going through their website. USAA offers not only competitive salaries, but also benefits, retirement plans and other forms of compensation and perks. Let the interviewer know that you are looking for based on total compensation.

"I am currently making $100,000 per year with two bonus opportunities. I am looking for compensation that is aligned with the role and provides opportunity for growth. I know that learning and development is also an opportunity here at USAA, and I am interested in pursuing that as well."

How often do you take work home with you?

"I make sure to utilize my work hours very efficiently so the only time that I take my work home is when there is an extremely stringent deadline. I would say that, overall, I take my work home maybe twice per month. It's all about being diligent with your time in the office, and I know that for this auditing role at USAA, I would need to be flexible."

Some roles at USAA will require that you put in the necessary time to get the job done. Sometimes, that may include overtime or work after hours. With that being said, USAA also values its employees and promotes healthy work/life balance and leaves time management to the employee to manage. Talk to the interviewer about how frequently you take your work home.

"I will take my work home with me anytime I feel that a deadline may be close. I would much rather work overtime hours than let a client down. I understand that sometimes I may have to do that at USAA to make sure a deadline is fulfilled, but I am extremely flexible and willing to do so."

USAA Interview Questions

Go Back

1. How do you respond to feedback?
2. How do you look for further sales opportunities?
3. What management style do you prefer?
4. When it comes to insurance, would you rather work face to face with clients, or in the background in a research and analysis based role?
5. At USAA we prefer to hire individuals with longevity in mind. Where do you see your career 5 years from now?
6. Rate your communication skills from 1-10 with proper examples backing your given rating.
7. What do you know about the culture at USAA?
8. Do you think honesty is always the best policy?
9. Within USAA many of our positions require a Bachelor's degree with over 5 years of experience in your field. Why should we hire you into this role?
10. When have you shown great integrity at work?
11. What do you know about USAA?
12. Since beginning your career in banking and insurance, what do you feel has been the most significant industry change?
13. In your most recent position, what was the size of your client portfolio? Was that manageable for you?
14. How would you overcome hesitations from customers to any products or services offered?
15. In your opinion, what sets USAA apart from other banks?
16. How do you feel globalization has affected the banking and insurance industry?
17. Do you consider yourself a creative thinker in the workplace or do you prefer to follow a predetermined set of rules?
18. How would you describe your relationship with your customers or clients?
19. How do you align with the USAA core values?
20. The industry that USAA is in boasts new trends and developments quite frequently. How do you stay on top of these changes?
21. How do you promote and foster Diversity, Equity and Inclusion in your current role?
22. Have you obtained any Insurance related certifications or licenses?
23. Tell me about your college experience and how it prepared you for a career with USAA?
24. When have you had to think quickly in response to sudden change?
25. What causes you to feel dissatisfied on the job?
26. What type of work environment allows you to be the most productive?
27. How do you like to be recognized for your accomplishments?
28. What leadership qualities do you possess?
29. Have you ever worked in a cross-functional environment?
30. Do you prefer to work with clients on their business/commercial insurance needs, or health/life insurance needs? Why?
31. Do you feel performance should be rewarded over experience?
32. Tell me about an error or mistake you made because of a breakdown in communication from you or one of your team members.
33. Insurance and loan contracts can be detailed and lengthy. How do you help your clients to understand their contracts?
34. What are your salary expectations?
35. How often do you take work home with you?

USAA Interview Questions

1. How do you respond to feedback?

2. How do you look for further sales opportunities?

3. What management style do you prefer?

4. When it comes to insurance, would you rather work face to face with clients, or in the background in a research and analysis based role?

5. At USAA we prefer to hire individuals with longevity in mind. Where do you see your career 5 years from now?

6. Rate your communication skills from 1-10 with proper examples backing your given rating.

7. What do you know about the culture at USAA?

8. Do you think honesty is always the best policy?

9. Within USAA many of our positions require a Bachelor's degree with over 5 years of experience in your field. Why should we hire you into this role?

10. When have you shown great integrity at work?

11. What do you know about USAA?

12. Since beginning your career in banking and insurance, what do you feel has been the most significant industry change?

13. In your most recent position, what was the size of your client portfolio? Was that manageable for you?

14. How would you overcome hesitations from customers to any products or services offered?

15. In your opinion, what sets USAA apart from other banks?

16. How do you feel globalization has affected the banking and insurance industry?

17. Do you consider yourself a creative thinker in the workplace or do you prefer to follow a predetermined set of rules?

18. How would you describe your relationship with your customers or clients?

19. How do you align with the USAA core values?

20. The industry that USAA is in boasts new trends and developments quite frequently. How do you stay on top of these changes?

21. How do you promote and foster Diversity, Equity and Inclusion in your current role?

22. Have you obtained any Insurance related certifications or licenses?

23. Tell me about your college experience and how it prepared you for a career with USAA?

24. When have you had to think quickly in response to sudden change?

25. What causes you to feel dissatisfied on the job?

26. What type of work environment allows you to be the most productive?

27. How do you like to be recognized for your accomplishments?

28. What leadership qualities do you possess?

29. Have you ever worked in a cross-functional environment?

30. Do you prefer to work with clients on their business/commercial insurance needs, or health/life insurance needs? Why?

31. Do you feel performance should be rewarded over experience?

32. Tell me about an error or mistake you made because of a breakdown in communication from you or one of your team members.

33. Insurance and loan contracts can be detailed and lengthy. How do you help your clients to understand their contracts?

34. What are your salary expectations?

35. How often do you take work home with you?