call center representative

customer service representative

collector

collection agent

bilingual call center representative

ConServe

In theory, ConServe is a good company. Their culture is assisting people with "financial freedom" from debt and doing the right thing, the right way at the right time. They also insist they're improving the human condition for their consumers as well as their clients. And I'm sure to some kind of degree, they are. They offer a generous health plan package (regardless if its for single or family) and 401k benefits. They do a yearly luncheon, and a yearly gala typically around Valentine's day. 

However, I will say this:

Unless if you're management, the pay is relatively poor, especially if you're not in a position to make a monthly bonus. Throughout my five years with the company, I've heard of people working two or even three jobs (or having a partner who works) just to make ends meet because the hourly pay is less than than what industry standards include. Despite this being a continual argument among employees to upper management, paperwork would still be mailed home to say WHY the pay will not be raised to industry standards, usually including the fact that the health insurance package is part of deal. They say they're improving the human condition, but that clearly didn't include their employees for day-to-day life.

And in most cases, it was easy to remain within compliance's rules and regulations. ConServe is STRICT when it comes to making sure they do not fall out of the FDCPA's guildlines (ConServe is far more strict than the FDCPA's rules/regulations in certain conditions) and for anyone who does? Its not a pretty picture. It can - and does - lead to termination.

Yet, when a mistake was made, it was a BIG deal. Not just in a "you need to be careful in what you're doing" but it includes write ups and adds stress to make sure you don't do anything to make a mistake. It makes it feel as if you're not allowed to mess up EVER. And that's a huge deal, no matter your position in the company. 

Furthermore, the amount of departmental miscommunication throughout the company is highly disorganized. Rules regarding particular contracts were changed on the daily, and if you didn't have a coworker that you were friendly with to update you? Then you ended up making a mistake and getting some kind of written warning against you. And sure, for certain departments there were written guides to assist you with some basic questions you may have, but they weren't always clear and for more in depth questions, you HAD to ask someone for help.

Overall its not a BAD place to work, but its not the best, either. Take my words with a grain of salt, though.

It's a debt collection agency, that being said it's not always "fun" to be at work, in fact, it can quite stressful. 

There is a level of micromanaging, but that is because we work government contracts and certain standards must be maintained to keep them. Depending on the department you work in and your supervisor this can go mostly unnoticed or brought to your attention each day. That being said, the lower management is extremely friendly and helpful for the most part. 

The real problem with management is the disconnect between lower and upper management. Upper management makes a lot of promises or wishes to improve things around the office that take much longer than planned or that we simply never see. Lower management seems to be updated on important new work processes or procedure the day it is to be announced to the normal staff. 

The work it's self is extremely easy to understand, but working with upset customers most days is what will stress you out. You will need a level of mental fortitude if you would like to work here for a long duration. You may not think being told off bothers you, but try having it done a hundred times a month. To be clear about 75% of the time you have a calm conversation with a customer, but understandably some people are angry or in disbelief they have a debt. 

Finally pay, for upstate New York the pay is not bad, but it certainly can be much better. You can move up in the company, but is it worth it? In my current position if I were to move up a position at a time I would only get a dollar raise, and then the next position is lower management. Management positions only open up every few years and it is simply not worth waiting potentially 2-6years to get a proper raise. So unless you are entering this company at a lower management level I would say it's hard to make a career out of. Sure you could move to a different department, but if you aren't in production you should be worried about job security.

* The HR staff use the name "debt counselor" to avoid the bad sound of a "collector" for bad debts. In truth, all employees call debtors about higher education loans in default. No actual "counseling" occurs in the calls. The collection goals are raised significantly high in order to generate fee revenues for Conserve. Each month is driven with cutthroat intimidations from leaders. But, the CEO announces charismatic speeches in order to charm the top percentage of collectors. 

* The CEO's leadership style reflects a charismatic dictator who pushes bottom-line staff to reach high goals through monthly fear of job elimination. The media news merely camouflage the hidden dark side of Conserve. 

* The recruiters seemed desperate and willing to accept anyone who appears sociable to handle cubicles and nagging debtors. I learned from my experience that the HR members enable bad management to the point of complete ineffectiveness as human resource managers. Management are also employees who are not immune to behaving badly toward employees. 

* The collections industry is not an employee-friendly marketplace. This call center makes sales environments in Sutherland Global appear more ethical. 

* The Department of Education division slits its own throats as agents antagonize new hires who do not "understand" the collections culture. A very hostile environment!

* The classroom trainer was a bully from the army with a militant mentality. HIs approach was completely unfriendly, demeaning, and ostracizing. When his behavior was brought to HR, the HR protected him and terminated the victim. 

* The employees are highly micromanaged regarding their breaks, lunches, and calls. Constructive criticism does not exist mostly at Conserve.

I've never reviewed a company before, but ConServe really was the worst place I worked - and it's not just the call center jobs.  Compensation and raises are below market rate; I wasn't being paid the original hourly rate that was agreed upon, which is unethical.  "Managers" have no people skills, lie, are incompetent, focus on things that don't matter just to promote their authority, and many are insecure and threatened by knowledgeable employees; you constantly feel like you're walking on eggshells and are afraid of getting mean emails or written up for supposed "violations," even if you follow instructions. There was also no communication within my department about new employees starting, projects the team is working on, new initiatives, etc. (and I heard from other departments that it's the same overall).  In addition, the workplace is filthy/shabby, there is low/no morale, everything you do is controlled, and unethical and rude behaviors go unnoticed, depending on who you are/what your job title is.  There is also extreme nepotism and favoritism, especially within my department.  If you didn't act fake and always want to hang out/talk about your personal life, you were ostracized.  Very unprofessional because it's work, not a social hour; I was there to do my job, not make friends and constantly gossip about other employees. 

I was very glad to get out of there.  I would never quit a job to work at ConServe, but if you have to take a job there after losing a job, I'd definitely keep looking/interviewing.  Especially b/c ConServe had major layoffs in January and is still slowly cutting jobs/restructuring.  It's sad to say, but you really can't trust anyone in management/HR.  Believe me: this is definitely an honest review.

EXTREMLY high turnoverrate. Understaffed because people quit after their first month and everyone that has worked there for years Is quitting or getting fired. They say you can work from home, but that is not true for majority of people. Most people are forced to work In office. Hourly pay is a low for the industy, and don't count on getting raises.  Conserve starts 15 an hour other collection agencies in the area start at 20 an hour.  Health benifits are paid for which is great, but the only reason I stayed at the compnay for so long. They say salary is higher than it is because of the benifits being included in that number, You will make 15 an hour. Goals are difficult to reach so a majority of the collectors do not get bonus checks, if you do they are not large especially after the higher tax rate.  Managers for the most part are very bad at their jobs and very unreliable. Everyone is micromanaged beyond believe, they "motivate" workers by using threats and punishments rather than positivity and rewards. You will be told nonstop about how noone is ever doing good enough.  They focus on micromanaging numbers/data without understanding where the numbers are coming from. Used to be a decent compnay but has gone down hill fast.   They are not as flexible as they say and managers get upset about people using paid time off because it hurts production numbers.  It is a very negative stressful enviorment. Most of the experienced collectors leave to go to different agencies. You are also forced to work 2 nights a week until 9pm. Some staff only needs to work 1 night a week if they average 100% to goal for 3 months and no write ups. 

ConServe continues to be a rapidly growing agency serving colleges and universities, US Department of Education, and other clients employing hundreds of friendly debt collection professionals who are at the pinnacle of their profession. It's a fast-paced, safe, and clean work environment. The company leads by providing extensive training and guidance, excellent mentoring, and a progressive management team. There are ramped performance goals, a competitive bonus structure, and much opportunity for advancement. They recognize achievement and reward accomplishment, as well as, encourage professional development and community involvement. The schedule is flexible. Their benefits package leads the industry. Vacation, holidays, personal time off are also paid.

Working at ConServe is extremely challenging. It is a goal based position and for the right personality has the potential to be a great job. It can also be extremely stressful and disappointing and discouraging to people who do not possess a collectors mentality or personality. What they don't tell you in your interview is the your job depends on you reaching your "goal" which in my opinion is not realistic for new collectors. The position requires you to be persistent as well as persuasive which can be a challenge for people just starting out. Point blank it is not a easy job to collect debt. The company provides great benefits if you can stay with the company long enough to get them as well as other opportunities and incentives but it is not a job for everyone.

When they had the Department of Education Contract there was excellent earning potential. Now there is new leadership who changed (lowered) the bonus/commission structure. High turnover rate. Free health, dental, and vision insurance. There are/were some good managers and some not so good managers. You’re almost like self employed; you get out of this job what you put into it (for the most part). My advice is to ask lots of questions pertaining to how you can be successful. I was fortunate enough to join with a very nice and helpful onboarding crew ( we all joined and the same time and were able to help one another learn. 

The extensive training was good until the exact skills needed for the job. There was not very good training on phones and with borrowers. they have a "learn as you go" with phone skills. 

Even though my time there was less than a year, I would recommend this as a good company to work for. unfortunately I had a scheduled trip planned when I was hired and it was approved since it was planned prevous to my employment there. I was told it would not effect my job but unfortunately I was never able to get back to goal after my trip. I would recommend that any one who starts working there not miss any time in the first 6 months it is crucial to meet requirements.

Best benefits package I have ever seen!

I have worked here over 10 years and trust that the company tries to do the best thing they can for their employees when factoring in business needs.  I appreciate the company trying to plan "events" even while we are remote, I like that management allows us to continue to work remotely, and that management seems to listen.  Updates from the company are timely, even if they don't impact me or my department, and it helps with inclusion, especially in a remote environment.  My boss is very understanding and supportive.

Top Job Titles	Average Salary
Call center representative 11 salaries reported	$20.64 per hour
Customer service representative 2 salaries reported	$18.00 per hour
Collector 5 salaries reported	$19.30 per hour
Collection agent 54 salaries reported	$38,000 per year
Bilingual call center representative 7 salaries reported	$21.00 per hour

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