customer service representative

loan processor

debt collector

collection representative

call center representative

Enova International

I was really on the fence about leaving Enova, but I felt as though they had given me no other choice. I worked as a Chat representative and though the role could be demanding (assisting up to 3 customers at once) I enjoyed the aspect of not being on the telephone. I worked for Enova for 3 years. They are very strict about numbers! Leaves no room for you to get comfortable because you are always having discussions about where you rate compared to your peers. Are you meeting your quotas? If you fall below even by 1% you will be written up. 3 strikes… you’re out! Very competitive and they pin everyone against each other.
The attendance policy has gotten better over time but is still very strict and relies on a point system. Too many points… you’re out of there!

Be prepared to possibly be forced to another department “because of business needs” whether you like it or not. Don’t get comfortable in one place. Also, once you’re transferred over, you may have to learn an entirely new process which they will attempt to squeeze in a 1-2 week training.

During the COVID-19 pandemic, I was abruptly “selected” to go to another department which required me to be on the phone. I explained to my manager that I wasn’t interested in going to another department. I was told because of the business needs, I had to. So basically my needs didn’t mean anything. Also my work schedule changed. So instead of getting off at the time I’ve always gotten off for the past 3 years (and I arranged my life outside of work around being off at this particular time), my new schedule required that I stay an extra 2 hours! Again, disregarding me and anything that I had going on in my life. I either had to deal with the change or quit. I was told the change would be temporary, at first, so that eased my irritation. However, that changed as soon as I started with the other department and found out the move was permanent. I stuck it out up until I left for maternity leave and never looked back. Couldn’t see myself working remotely at home on the phone, with calls dropping in every minute, with a newborn and being able to keep up with the demands of their ridiculous daily quotas. The schedule was also a definite “no”. 
I attempted to go back to my old position but found out they hired new externals to come and fill chat positions. I was livid. It made absolutely no since to hire externals that you would have to train, rather than having me & others like me come back to their old positions where they were comfortable. 

In the payday/installment/line of credit loan industry, handling escalated calls requires a certain level of apathy. Despite the fact that the customers signed a legally binding contract, there is not a sense of moral responsibility communicated down from upper management when it occurs that our loans alone, because of interest and fees, is the cause of customer's circumstances worsening. And only puts policies in place to help customer's experiencing a hardship when we've had a number of official complaints and financial regulators visit to assess our loan products and processes.

The hardest part of my job isn't the above, though. It's that the employees are underpaid, asked to adhere to an attendance policy that employees feel degraded by. There is a culture in which being undervalued is not only the reality, but a running joke.

The bonus structure is based on metrics that employees don't fully understand, but they accept begrudgingly because it's all they have.

My co-workers are great people from many different industries, backgrounds, and demographics. They work extremely hard for the company, out of fear of losing their job for something that was out of their control.

What I learned is that once a person becomes interested in management, there will be many things that they will be required to let go of. Morality, to a large degree, would be the primary thing. Advancement means putting on a "Me Show" of projects that sound like great idea, like forming a structured curriculum of training using the tools/resources the company already has, pitched to other managers via Power Point, and covering the work of managers above me for entire review periods with the HOPE that I didn't have a piece of reading material on my desk (bc it's against policy to have reading materials on your desk, even a manager, which I am), because this may become a topic of discussion in an interview for promotion, unfortunately.

Wow, where to start?!  Well first thing is Enova has a staffing agency that’s set up permanent housing in its Gurnee facility. That is a red flag and indicates they have a high-turner rate and they do! Most of the temp reps there leave in groves and if you are lucky to be hired directly you end up leaving too! I was a direct hire and now I am gone by my own choice! Secondly, the call center is run like the Hunger Games. It’s a very feast or famine culture where managers promote reps to steal each other’s sales and bonuses. And now let us talk about the bonuses. What bonuses?! The bonus structure is rigged and has been restructured so many times, it becomes harder and harder for reps to reach the top percentage to bonus. And those reps that do, the management finds a way to steal that from them by using their QA scores to either take half of the reps’ bonuses, or all of it! That’s right, QA managers will fail a rep’s call on something bogus and simple. They fail the whole call just so the rep can’t get their bonus. In addition to that, Enova charges reps to take calls and that fee is also taken out the rep’s bonus. Is that even legal? Never worked in a call center where the employee had to pay the company to answer the phone and take calls! Anyway, moving on, the culture in Enova is very unprofessional. Fights are prone to break out at any time and how mangers deal with that is have the reps go into a conference where they have a shouting match! Enova also doesn’t do a drug test when a employee or temp is brought on board and it is known on the call center floor, that “weed” laced brownies are often passed around.  And lastly, the company is very cliquish and there is no real room for advancement, unless you are in the inner circle with management and are one of their cronies.

I worked for Enova’s subsidiary company (NetCredit) in their loan processing department for 2.5 years. I have four words for whoever is reading this… DO NOT WORK HERE. The management (outside of a few people) and the culture is terrible. Very high turnover, because they like to hire pretty much anybody with a pulse. Unfortunately for the people who actually have a hard work ethic, because of your lazy coworkers, everybody has to be micromanaged (does not matter how good you are at your job). Nobody listens to management during internal communications.  

A deeper dive into their management: It doesn’t matter how good you are at your job, at the end of the day, you are simply just a number for them. You can be fired with no formal warning (even if you are a top employee within your department). Also, forget about trying to move within the company, there is ZERO communication between the different levels of management.  As mentioned above, because of having to be micromanaged, there are several tools management uses to control you. They screen record your computer and they monitor your microphone. You also have to adhere to a strict schedule.

What a day to day consists of: You work off a queue which gives you accounts/applications to work. You are constantly making outbound phone calls and emails to people requesting documentation, receiving that documentation and then making a decision on the application.
For the amount of work that’s expected of you, the job can be stressful and you are incredibly underpaid. Pay raises rarely happen (you essentially have to jump through hoops to get a .25 cent raise every year).

Overall, if you have a good work ethic and want to one day be appreciated for your hard work and eventually move up within the company, avoid this company. You will not be appreciated even though you are one of the few people who actually work hard. Like I said, as long as you’re breathing and have a pulse, you will be hired as a loan processor representative. So take that for what you will…

I could’ve written a lot more about this terrible company but I’m too busy enjoying my new job that pays way more and is less stressful.


Believe the other reviews when they’re telling you the culture and moral is horrible. There is a blatant difference in how Operations employees are treated opposed to Corporate employees.  If you work on the 10th floor, you’re sense of value is low and it’s sad how obvious this is.

The company is currently going through a BK (Administration) with their business on the UK side. Upper management has mishandled the entire winding down process, which is actually a direct reflection of why the business is folding.  Lack of communication and poor management that’s constantly making poor decisions. The greed of issuing repeated high interest loans to consumers, with little to no affordability checks, has lead to the company having to payout millions of dollars (pounds) in consumer complaints in the UK.

The level of professionalism worsen each day.  The business and management make up the rules as they go along. The resources available to be successful are limited or just not there.  Great employees are jumping ship left and right, with most either giving same day notice or just not coming back with no notice.

HR can be helpful, depending upon which HR rep is assigned to your specific department. Unfortunate, things may be hard if your assigned rep (A.M.) is one who does not put much energy into being that impartial body that fosters a sense of trust. Confidentiality is not practiced. Knowing this, most people do not bother to speak up and Enova is left with an environment filled with non engaged employees who honestly do not care about the success or failure of the company. 

The blatant favoritism, disrespect, inappropriate behavior, lack of structure and the inability to put and keep qualified employees in key roles,  makes Enova one big EEOC lawsuit waiting to happen.  

Enova is truly a company with a culture that DOES NOT care about their employees.  They say “Life is short. Come work some place awesome!” ...... I agree 100%.  Just do yourself a favor and DO NOT do it at Enova.

I'm a little surprised to see the mediocre rating as it does not reflect my experience, so I will speak to only MY experience on the Software Engineering / Technology side of Enova.
In my 10 (cumulative) years I've watched the company evolve and grow into a great workplace. I've been fortunate enough to have one great manager after another, and the times I've been met with conflict were always resolved with a genuine kindness and a sincere intention to make things right or better.
My perception (and I say perception because I simply don't know the thoughts and opinions of everyone that has come and gone) is that most peoples complaints have been with the career growth opportunities here as well as the pay. Let's be clear, this isn't Netflix or Google. If you've been spending too much time looking through levels.fyi you're going to be disappointed, but if you really qualify to work at any of those top tech firms, Enova is a still an excellent stepping stone (as I've witnessed) and also still a fantastic place to work. The available high ranking positions may not be as numerous but keep in mind Enova is not a tech giant. It is however still an enterprise that needs results and not EVERYONE can be promoted at the drop of a hat. My take is that many people have this belief (as I once did) that they themselves are performing at the next level and deserve that promotion right away, and I think a general frustration grew this past decade as tech salaries at the very top grew tremendously and warped expectations across the industry.
All I can say is that I believe there has always been an honest effort to evaluate performance, to improve pay, and to promote often when ready. The leadership (and again I speak mostly about Tech) genuinely cares and works to progress your career and there is significant investment in general into building and retaining talent. 

I have worked with Enova for going on two years and although I have disliked the work environment here I still need money to pay for school and have a son that needs insurance. If had money to pay for school and was not a father then NO I would not be working for Enova. You work strange hours like 1AM -9AM or 4AM-12PM, and if you dont mind it then its not that bad but I have been doing those hours  for two years now and  still greatly miss the 9-5 let me tell you. The Customer Service department is one of the worst departments because of management and how representatives are treated within the department. They change company policy at the drop of the hat to continue to benefit the company but not the employee like they now take 35%, AGAIN 35%, off your bonus checks, something that was not done in my first year, because they stated they were doing the taxes incorrectly, give me a break. Also they have just recently taken away our bonus structure and stated they will now give us a "projected bonus" from now on. There is a chance to move up if you just keep your mouth quiet and kiss up to the current management even when they dont know what they;re doing, like messing up pay checks, taking forever to give you a response on important matters, and give you incorrect information on procedures. You may like Enova some people do depending on your shift and what department you land in but this is a review for the customer service departement.Also the customer service performance reviews are complete bs and so are the raises.  So if you do end up working for the Customer Service department of Enova but feel that you were meant do something more something better with your life then this place will eat away at your soul. 

Typical day at Enova entailed juggling a multitude of recurring tasks and high impact projects. In my leadership role, I was tasked with leading, training, (and learning from) a number of highly skilled analysts to facilitate the accurate completion of those recurring tasks in addition to concluding a number of concurring projects.  

The benefits of working with Enova would include the exposure to a variety of high value cross collaborative projects, greater responsibilities than in a traditional corporate environment, a diverse workplace with a young workforce, and many little perks which add up to a fun atmosphere.

For the cons, I would say that there a few which add up to a high turnover rate. For the more senior roles, there is a pervasive mentality of doing more with less which tends to result in high risk outcomes to projects while burning out the heavy lifters (middle management and staff). As is the case with more traditional corporate environments, management at Enova is very much in the habit of protecting itself at the expense of everyone below. Hence, a 10-25% turn-over rate Enova wide. Avg tenure = 1.5 yrs

There is also the unsaid truth of the underlying Enova products, payday loans, which majority of Enova employees would agree is predatory by nature. And while they all do their part to promote the product from 9-5, privately cant wait to put it all behind them.

Pros: 
-You have a lot of autonomy in your work. You really get to run with projects from start to finish--and that's regardless of your level. Even if you're brand new to Enova or your role, you're given a lot of trust right off the bat.
-We're top in our industry and solving a lot of problems that no other company is close to solving so I feel like we're challenged to problem solve and think outside of the box
-For the most part, recognition and support is given when it's due. If I need budget for a tool or something that helps me do my job well, as long as I put together a good business case for it, I'm usually able to get the approval. Teams do a pretty good job of sharing wins and shout-outs in department meetings, Slack channels, etc.
-The Executive team is pretty approachable and, in my experience, really open to new ideas.
-The fully stocked kitchens mean I'm never hangry while at work!

Cons: 
-I'm pretty happy with our benefits package overall, but there are some spots where it falls behind tech peers (PTO, unique perks, etc).
-The autonomy can be a double edged sword because not everyone has the project management skills to move something along smoothly. It's also rare for something to be handed to someone--if you want more growth or exposure to something, you have to ask for it.
-There can sometimes be a lack of communication from the top down. It feels like the communication channels are getting more and more limited and not everyone follows the same channels so there have definitely been times when company news isn't as widely disseminated as it should be.
-The contact center isn't well integrated with corporate and that leads to a hierarchical dynamic that feels a bit uncomfortable at times.

With the pandemic, Enova has done a great job tending to the customers needs but you do have to realize it is a financial company who forces empathy while i feel some procedures don’t help the customer; it benefits the company the most and still sets them back. 

Working remotely has proved to be an interesting experience to say the least. They didn’t do a great job of making me feel confident in my work all the time. Nor did they lower metrics or take into account that working from home can make it difficult to uphold the same standards the employees were held to in the office. They didn’t provide a lot of ways to create a sense community in this transition either so we never got to hear from our other coworkers in the workplace to not feel like we were so isolated and alone. The increased workload with no real compensation was a tad offensive also. Not to mention i have been here over a year now and haven’t gotten a raise.... Overall, a great company! They really do mean it when they say it is a fun place to work! Very inclusive, also! For example, they observe holidays across cultures and they even gave us Juneteenth off, and that was very meaningful to me! I would definitely recommend this employer but if you don’t adapt well to a lot of changes, working at a very quick pace, or meeting unrealistic standards, you might not feel at home at a company like this. 

Top Job Titles	Average Salary
Customer service representative 4 salaries reported	$18.50 per hour
Loan processor 2 salaries reported	$17.00 per hour
Debt collector 12 salaries reported	$18.00 per hour
Collection representative 5 salaries reported	$21.70 per hour
Call center representative 3 salaries reported	$17.00 per hour

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