Member Relations Specialist at USAA
Marine taps own military experience to guide USAA members through insurance maze.
By Warren Duffie

When people talk to Thomas Coniam, they’re often not in the best state of mind.

Perhaps they’ve been in a car accident, or are about to be deployed and have questions about life insurance coverage for their families. As a member relations specialist with USAA, it’s Coniam’s job to be a calm voice and a guide through the complex insurance jungle.

“As someone who has deployed before, I can relate to what they’re going through,” said the Marine Corps Reservist. “I tell them about my experience and what USAA products I used to protect my wife.”

On the Job
Coniam, 25, works in USAA’s Phoenix office. He works on Monday, Wednesday, Friday and Saturday – three 10-hour days and one eight-hour day. The bulk of his day is spent on the phone, helping members update their policies, answering questions and suggesting types of coverage for major life events such as marriage or the birth of a child.

“The military teaches you to deal with a diversity of people,” said the corporal. “That really helps at USAA. I speak to about 50 people a day. The conversations might be more relaxed with a junior enlisted person or more serious with an officer. Each caller has a different demeanor and personality.”

In Uniform
Coniam enlisted in the Marine Corps Reserve in 2006. He was a student at Arizona State University, studying to be a social studies teacher. He had always wanted to serve his country but didn’t want to give up his civilian career.

After basic training at Marine Corps Recruit Depot San Diego, Coniam attended fuel specialist school at Fort Lee, Va. In 2008, two classes shy of completing his degree, he was deployed to Camp Lemonier in the Horn of Africa – a multinational base that conducted area patrols and port security to fight against terrorists such as Somali pirates.

The Transition
When Coniam returned to the U.S. in 2009, he completed his bachelor’s degree in interdisciplinary studies, with concentrations in sociology and political science. While in school, he needed a job. His mother knew someone who worked as a New York Life insurance agent, and Coniam secured an internship. After graduating, he went to work for American Family Insurance.

“I liked the company, but it was weird working for them while still a USAA member,” he said. “It felt like a conflict of interest. So I decided to apply for a job with USAA because I personally knew how well they took care of their members.”

Coniam first applied for an underwriting position but didn’t get the job. Determined to get his foot in the door, he then applied for a customer service position, passed several tests and interviews, and was hired in January 2010.

“USAA is a great place to work,” Coniam said. “There are a lot of military veterans and dependents working here, and there are great benefits such as life insurance, a fitness center, and 401(k) with an 8-percent company match. There is also a lot of room for advancement and opportunities to develop new skills.”

“I liked the company, but it was weird working for them while still a USAA member,” he said. “It felt like a conflict of interest. So I decided to apply for a job with USAA because I personally knew how well they took care of their members.”

Coniam first applied for an underwriting position but didn’t get the job. Determined to get his foot in the door, he then applied for a customer service position, passed several tests and interviews, and was hired in January 2010.

Coniam’s Advice:
Get your degree. “Try to turn your military training into college credit.”

Keep your military skills. “Try to find a career field that will utilize your military training.”

Be ready for a new life. “There are many cultural differences between the military and civilian worlds. Be ready for them.”

USAA
HQ: San Antonio
Employees:  22,200
Members: 7.3 million
2009 Revenue: $12.9 billion
www.usaa.com