USAA Named “Javelin Best Overall Mobile Banking Leader”

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New features give members personalized, simple experience

USAA holds the top spot in mobile banking, according to Javelin Strategy & Research. In addition to the top honor of 2016 Javelin Best Overall Mobile Banking Leader, USAA also earned recognition for app ratings, accessibility, and functionality.

“USAA continues to innovate in the mobile channel,” noted Emmett Higdon, director of mobile, Javelin. “The bank earned credit for pioneering artificial intelligence virtual assistants, offering best-in-class biometric login options, and giving users full mobile control of their payment cards.”

USAA continues to provide members quicker and easier ways to do their banking on the mobile app, all while personalizing features and information for each member. One example is the recent addition of functions to the app’s virtual assistant.

“We’re providing our members more complex functions such as blocking and unblocking their card through the virtual assistant,” said Melissa Ehresman, assistant vice president of digital experiences for USAA Bank. “This option to have a short conversation on the app, instead of scrolling through menus, gives our members more control over their banking and lots of time back in their day.”

USAA members also have a custom view of their finances on the app, automatically organizing each member’s information on the app according to the member’s most pressing needs. As USAA releases its app for smartwatches, security continues to evolve, with three methods of biometric authentication including Touch ID®.
“Our members continue to adopt mobile at a rapid pace. We’ve seen a growth of more than 30 percent in mobile app sessions in the past year,” Ehresman said.

Javelin’s annual Mobile Banking Scorecard analyzes and compares the top 30 U.S. retail financial institutions, defined by deposit size. The research firm’s analysts collect data through mystery shopper phone calls to the institutions and information available to consumers on the institutions’ websites.

This is the fourth time USAA received the best overall award from Javelin (2014, 2010 and 2009).

About USAA
The USAA family of companies provides insurance, banking, investments, retirement products and advice to 11.5 million current and former members of the U.S. military and their families. Known for its legendary commitment to its members, USAA is consistently recognized for outstanding service, employee well-being and financial strength. USAA membership is open to all who are serving our nation in the U.S. military or have received a discharge type of Honorable – and their eligible family members. Founded in 1922, USAA is headquartered in San Antonio. For more information about USAA, follow us on Facebook or Twitter (@USAA), or visit

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Dana Martinez
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