In 1922, we didn’t just hire our first female employee—we hired a military dependent who knew that service is a family affair

​

The 'Why' Behind the 'Who'

When a group of Army officers founded USAA at the Gunter Hotel in downtown San Antonio, they were solving a problem: traditional automobile insurers said they didn’t "belong" because of the risks of military life. They decided to take care of their own.

So, when it came time to hire the very first employee to support the Mission, they didn’t look for a "clerk." They looked for Adelaide Bloom.

 

Why Adelaide?

• The Connection: She lived at Kelly Field No 1, the military installation where USAA opened its first office. She was a military dependent. She breathed the same air as the members she served.

• The Perspective: As the daughter of a military family, she possessed an innate understanding of military etiquette while also comprehending the career pressures and unique home life situations inherent to service members.

• The Impact: She wasn't just there to fill a seat. The duties she carried out earned her two pay increases in her first year, acknowledging her contributions to the Association. Today, we’d call her our first Member Service Representative (MSR). She was the original face of our frontline excellence.

.

"Belonging is at the very root of who we are... it is a business imperative that drives higher engagement, retention, productivity and commitment."
— Susan MacCabe, AVP, Corporate Impact.

Pulling the Thread to Today

Susan MacCabe of Corporate Impact reminds us that greatness isn’t a title—it’s an action. When Adelaide joined, she wasn't just filing papers; she was building a community where military families felt seen.

Today, that same spirit lives in ELEVATE, our Women’s Employee Impact Group (EIG). ELEVATE continues Adelaide’s legacy by ensuring women at USAA—and the women we serve—have a powerful voice at the table.

​