Organization or should I say re-organization has been constantly changing as a whole at USAA. This process allows a company to “identify jobs to be done, hire people to do them, establish departments and implement a chain of command”( Dessler 07). USAA has in recent years restructured it’s Property & Casualty (P&C) Department changing it’s original model, training service representatives in policy service, claims and billing, to dividing each area into specialized sections. In doing this the P&C department had to organize the job responsibilities for each section. Managers were tasked with identifying which questions asked by customers could be handled by their specific departments. Now because licensing issues are at stake, someone such as myself could provide a customer with the amounts the premium increased on a policy but would have to transfer to policy service to discuss the nature of that increase. It also applies when I inform our customers about products offered at USAA (which we call relationship building). I can tell them about some of the advantages of having a personal article floaters policy (insuring high value items), but when they ask me “aren’t these items covered under my homeowners policy” I then have to transfer them to policy service to discuss the differences. Organizing my job responsibilities for the week is also critical in my position, I have returned mail (searching for updated address info on members accounts), managing my breaks and completing assigned work from the manager, while taking incoming calls from customers.

Some topics in this essay:
P&C Department, Association USAA, USAA Aug, USAA Organization, p&c department, incoming calls, policy service, Davis Bob, reduce operating expenses, transfer policy service, policy service discuss, 07 usaa, job responsibilities, cost settling, provide customer, base salary, set goals, can’t pay,