debt collector

call center representative

customer service representative

overnight customer service representative

loan specialist

Capital Management Services

A typical day at work involves conducting outbound calls, accepting inbound calls, notating loan applications, consulting upload team members for submitted documents and determining whether customers were eligible for loans. Eligibility is determined by verifying customers' employment, incomes, bank information, addresses and securing their identities whenever prompted. 

I learned to just go with the flow and let the managers do their work, however the company's verification methods compromised my moral code. For example: the client of the company informs managers to make more outbound calls. We are instructed to call each customer no more than three times per day. At times the agents are instructed to call customers more than three times per day without documenting the calls, thereby cheating, in order to attain call quotas. This is harassment and exemplifies the company's lack of interest in quality customer relations in its own right.
As for another example the company completion agents cut corners in order to fund more dollars. When classes complete training they are instructed to request legible documents from customers in order to verify the customer's information. One time a completion agent verified the applicant's information by merely looking at the application itself. The submitted documentation was illegible yet the completion agent told me to submit the application despite this discrepancy.

The supervisors' words aren't very trustworthy. Oftentimes I asked for a manager's review of applications or documents. Despite my efforts to make certain the decisions I made were alright one manager told me that "[my] answers do not override those of the supervisors." Ultimately, the agents are left with supervisors who - contrary to any form of evidence - do not value completing work in the spirit of the way it is done. The supervisors compete amongst each other for the rank of monthly best team. The way to win is by submitting the greatest number of loans by the month's end. The presence of the company's client's vice president would be more helpful if the vice president were not so far and away from the floor of agents and supervisors. The vice president destroys morale with each passing weekday's huddle - a time in which all available agents listen to how near we are to the client's call and loan approval quotas. The huddles began with highs and how we have improved, followed by the lows and where we must improve for the client's sake and ended with questions. This was not helpful to the agents in doing our best work.

My co-workers were middle aged with employed youth scarce in number. Agents believe that submitting the most applications with zero errors in a given time frame will reward them with bonus checks. There were many other variables which made earning the bonus check almost unfeasible. Unfortunately, this makes agents compete with one another. Collaboration and a company culture of co-dependence makes the work environment less hostile. Collaboration and a company culture of co-dependence did not exist across the entire floor.

One of the hardest aspects of the job is explaining company policies to customers. This is another area of improvement for the supervisors especially. Customers must verify their information with the most up-to-date and precise digits on bank accounts, addresses and other sensitive information pertinent to each loan application. When a customer is unable to verify address the customer is left in the dark regarding the status of her loan. It's hard to work for a company which may cheat at times and work selfishly to protect themselves from customers at other times. Albeit some customers are fraudulent there are many customers who I personally sympathized with. Many customers called in complaining about how unprofessional the company handled affairs. This company made customers jump through hoops just to fund $5,000 loans. The company makes it difficult to receive a loan, let alone know that you'll actually receive it at all in a timely manner. Some customers' needs are urgent!

This company is more concerned with quotas than customers. Excellent customer service and good relationships with customers are fuel for higher quota engines only. 

If you want to grow and develop as a professional in this world your best bet is to work elsewhere. This company reminds agents that they are insignificant, are disposable and has no interest in changing their ways for the best of every party involved be it agents, supervisors, clients or most importantly the customers.

I cannot recommend this job to anyone. There is a strange sort of situation going on where companies seem to be cat-fishing new employees—they offer a job in an advertisement and then give you another, generally with the promise of ‘you’ll get the job you applied for within a year’. This happened a lot during my job search over the past year and I have been good at perceiving it; COVID-19 made me desperate enough to believe this one was different. 
The training was unprofessional. Never have I felt so trifling to an employer. The trainer we had was fine but we were left with no supplies, nothing to do and if it weren’t for the fact that we were getting paid to be there, it would have been the biggest waste of time I’ve experienced in any job. And make no mistake—this is a ‘job’ not a ‘career’. You will NOT be growing here except to get a title that sounds fancy but is the exact same position you started with but with more responsibilities and perhaps a 50% pay raise.
The job itself is collections; never, ever let them convince you it is anything but debt collections. You will be calling people for a bank and you will be collecting debts. During COVID this has become a soul-sucking affair because on days where I am not just leaving the same voicemail over and over, I get to hear about how I am either a scammer or a monster for demanding money—or both.
Also, I am still ever and always on the fence about whether this is in fact not some kind of scam. I know it isn’t but there is always a lingering doubt because of how slip-shod the entire place is run.
There is a strange sort of in-group behavior. If you’re on the team and have been for a while they speak to one another in casual and familiar tones, even to management. That’s fine. If you are not a part of the group, say, a new hire, you will be ignored. I have had questions outright ignored when sent in triplicate about a call I am currently on which resulted in a dropped call—which I then got reprimanded for for not finishing the call fast enough. And the vicious cycle begins anew.
They attempt to get people to work harder and make more calls by offering bonuses which I suppose are fine but at the present all I’ve seen are ‘gift cards’—a prize which never includes either an amount for the gift card nor where or what the giftcard is for. I’ve never won one despite having the second highest successful call rate in the team I’m on (mind you up to three cards are offered at any given time) so I have no idea what kind of prize we’re struggling for. This is a shady way to attempt to pump more work out of people for minimum return. I don’t want a giftcard, I want a chance to actually grow and climb the ranks.

There’s a lot to be said and I don’t have time. I was never so glad as to be rid of this place and I would never, ever wish this job on anyone. Maybe there are call center jobs where it’s fun to call complete strangers for their money they owe and don’t want to pay, where you get called all sorts of awful names every day or get to hear about genuinely tragic things happening in strangers lives with no ability to help them at all while management takes strolls in the parking lot and talks about one another behind each others backs to their employees open and on the floor.

This is not one of those places.

Do not get suckered in, do not accept a job here and do not let them fool you into thinking the bad reviews here are because of ‘bad employees’ being bitter at being let go. No. I managed to struggle through til I found something better, put in two weeks and escaped—take it from someone who broke out of the gates of the underworld that is this job, do not take a position here.

P.S. They do NOT encourage you to reach out for help for anything except from managers; I saw several team members get berated for asking IT Support for help when their questions were ignored or overlooked by the team leads.

Capital Management Services is a collection agency that offered full-time work schedules 5-6 days a week. A typical work shift would start with a team meeting hosted by the designated team leader/manager, where an outline of the daily requirements would be provided, followed by a few words of encouragement and then concluded with solutions for any questions that individual collection representatives may have. 
What I've learned the most from this position is that patience is key. Because we had to make 300+ outbound calls a day alongside of dealing with inbounds, all regarding debts, our clientele were generally unpleasant and unhappy. They key is to maintain your composure, listen and provide relevant/beneficial knowledge to the customer. Once you have their attention, you then help place their accounts in order. 
Most managers had different tactics but overall, communication was great. The company method was to provide several meetings to where we could always be on the same page and encourage one another. 
The hardest part of this job was not only to keep myself on a positive note, but to keep everybody else happy enough to do an excellent job as well. Certainly doable, but wasn't always easy. 
The most enjoyable part of this position were the perks! After all the hard work and stressful situations, the bonus structure was quite nice. The company incentives were definitely worth the sweat.

Their ad said they had full and part time positions available but after being hired I was informed they required over 30 hours a week. This is not a part time position. While interviewing I said explicitly I was only available 20-25 hours a week and was told this was acceptable. When I started training I was told I had to meet their 30 hour a week minimum. They were accommodating and did tell me they had a different (non-collector) position available for 20 hours a week. I asked if they pay rate was different since it was a different role, I was told it was the same pay rate ($17/hr) since I had a four year degree. THE NEXT DAY I was pulled aside out of training and told they could only pay me $12/ hr for this position. Meanwhile I was being paid $13/hr in training.

Aside from the miscommunications, their training is such a long process. Some of the trainees in my group were told they could work from home but some were told they to come in (for the same position). Additionally some people already had directly placements with groups and others had no idea where we would even be working in two weeks.


This was the absolute worst place I've ever worked. From day one. The trainers were drill sergeants who treated you like a child. I got talked to constantly about not sitting in my seat exactly how the trainer wanted for example.
Management on the floor is absolutely unprofessional. They were openly antagonistic towards each other. They talked about each other's personal lives for all the floor to hear. 
My supervisor was going through custody battles for his daughter and was having a hard time adjusting to being a single parent. I know all of this because once he left for the day his manager was talking about his personal business on the floor with other members of the management staff. I actually overheard her say she feels sorry for his daughter because she's stuck with a piece of, "you know what", father for the rest of her life.
You can imagine if that's how management treated each other they treated their employees poorly as well. Publicly degrading their subordinates. Passive aggressive. Just all in all a horrible experience.
This place stole my soul. Will never recommend it, and if I ever find out someone I know is applying I will urgently advise against it. DO NOT WORK HERE!!

Worst customer service job I've ever had, training was terrible, so much more could have been learned. They are a contractor business, I took calls for LoanCare (which has the worst reviews, I would not have worked for if I'd known ahead of time). Your teaching yourself the job, I had co-workers friends to help each other on the side to learn. I got yelled at day 1 for asking a question from supervisors. Supervisors and management gets real nasty with reps in teams chat, if you stick up for yourself, they will call a meeting for EVERYONE chewing us out (this happened to someone else). We were told NO Outbound calls, 90 days later....we're doing outbound. During "training" we were told there will never be pay raises ever. Starting at $14/hr we made more than current reps who've worked 5+ years making $10/hr. and they will never get a pay raise. They clearly don't like employees or they would treat them better. Nothing you do is every right in a call, when they listen to give quality points, every person I know failed including every call I had. I don't know anyone who passes. Very hard to please company, high turn over.

A typical day was leading a classroom full of new hires. Making sure the onboarding process was covered and all departments invlolved completed their tasks. I then proceeded to lead a two week very intense training class.

This covered everything from why we treat customers as we do, to starting a conversation on the phone, asking for repayment of a debt and negotiating payment plans. All while following Government and Client regulations.

I learned how to vary the training class based on my audience and how to manage many different personalities. Our employees came from varied backgrounds. I had students with GED's and Advanced Degrees in the same room and juggling keeping them all involved was always a fun challenge,

The best part of the job was went the "light bulb" went on in a young persons head. They got it and realized they could have a solid career and make the kind of money they always wanted to.

Management goes out of their way to help teach you and become successful at obtaining goals and following the proper policies and procedures.  There is room for advancement. Every thing offered in training such as paid time off, vacation days, bonuses, 401k , and promotions were given to me. I was treated like a professional and had management and leadership that cared and helped me grow to learn the job. There is a high level of professionalism and banking regulations, laws and compliancy are required.  I would recommend this company for anyone that wants long term employment and wants to grow with the company.  They have treated me very well during my tenure and will always hold a special place in my heart. We work as a team there.  Highly recommended for a professional that has a good work ethic, wants to make money and wants to continue to learn.  You will help customers find solutions to their financial situations.  

The m&t program was very unorganized to say the least. The supervisor was a low level newby to the company and super egotistical! She ran this department as if it were a boarding school, was super unhelpful, very judgmental, and basically told you your opinion did not matter. She never had any information when you needed a question answered(always had to text or email her “higher up”). This department was by far the worst I have EVER worked for CMS quite honestly. The supervisor talked about her entire team and broke all types of confidentiality laws and regulations, telling everyone’s business to one another. She stayed on her phone the entire shift and lied on her employees all the time to her boss. Although this department has been shut down due to the lack of good management, she is still with CMS and supervising another department. Working on her team for this short period of time was a nightmare for $12/hr.

What is the best part of working at the company?
The ability to work from home.

What is the most stressful part about working at the company?
You have to be quick on figuring out why you are even calling people while actively listening and reviewing their account to have an answer for anything they may ask. If you dont know you have to wait for the response of the supervisor if they feel like even responding to your questions.

What is the work environment and culture like at the company?
It is very micro managed with scripted responses. You are never right and could have handled it better with a more a scripted response even though they say they want you to be relatable and authentic.

What is a typical day like for you at the company?
Leaving voicemails and being hung up on. Maybe receive 5-10 calls where you actually get to talk with someone.

Top Job Titles	Average Salary
Debt collector 1 salary reported	$20.00 per hour
Call center representative 1 salary reported	$37,440 per year
Customer service representative 12 salaries reported	$14.83 per hour
Overnight customer service representative 2 salaries reported	$17.00 per hour
Loan specialist 13 salaries reported	$16.00 per hour

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