Ultimately, we were able to secure a great rate on our mortgage through USAA, and found that Jennifer was very knowledgeable about her piece of the application and closing process. However, we didn't work very closely with Jennifer; the employees we did have the most contact with were somewhat unresponsive, and made errors in our documents that ended up delaying closing by a day. I should mention that our process took place through the winter holidays, which could have been a factor. Ultimately, we'd recommend applying with USAA because of the great rates, but don't expect the same degree of customer service and speed as USAA's other departments.