customer service representative

call center representative

collection agent

desktop support technician

debt collector

F.H. Cann & Associates

F.H. Cann & Associates, Inc. is an innovative company that sways its business focus to whichever way the global events go. Since the Covid Pandemic, and to avoid furlough, FHC collaborated with the Dept of Unemployment, Mass Hire, Mass Vax, and many other campaigns to keep employees out of furlough and working remotely. FHC is very involved with the Commonwealth of Massachusetts, which is admirable. Because Student Loans and other collections would not pay fees used to incentivize employees, (which is the base root of the business) the paid commissions and overtime disappeared which is hindering employees' pockets and overall morale. The other detrimental factor is, that you are constantly training and working on the next project, getting the hang of it, and then training and working on the next thing;  all of this as a collateral role, with no promotions unless you are a brown-noser, make the company mad money in fees (they'll look the other way if you use old school collection traits) or know the right people or are family. And good luck if you rub supervisors or management the wrong way, they'll put you in a box until you rot or quit, or until they get rid of you. 

Benefits: 
Insurance premiums and deductibles are atrocious. They offer medical, dental, vision, life, AFLAC, short-term, long term, 401K (not matched). But again, you always get the short end of the stick on the benefits.
Vacation -  you accrue every week, they need to be requested way in advance, good luck during the holidays!
Sick PTO, 40 hrs per year. but if there's snow storm or the office has to close for power outage or what have you, you cannot use PTO nor VAC time.
Maternity/paternity leave is not paid - you can use short term and you need to be on top of things for paperwork to be processed, and you will most likely get hit with a charge for medical because they were not deducted while on leave.
Decent pay, but not worth all the trouble that you're put through. Job insecurity despite them trying to find ways to keep staff working. 
Expect to work 2 nights a week, and they can be as late as 10 pm sometimes, to be back on at 8 AM the next morning, not good if you like to have a life balance or a routine. Sometimes they'll have to work Saturdays but not as overtime, you'd have to spread hours among 6 days instead of your typical 5. 
Depending on who's your supervisor or the flavor or their mood that day, you're either left set on fire with a situation (escalated issue call) or you're micromanaged down to how long your bathroom break is.

Most of the executives are top-notch stars.
An extraordinary in-house trainer, the best anyone could ask for; she's thorough and makes the class interesting to learn. You'll have her respect and absolute dedication to teaching and mentoring you if you respect her time and her rules, otherwise, she'll tell you: no need to come back. These people have the kindest of hearts, the most knowledgeable individuals in running multiple businesses and wearing multiple hats. 

Most managers and supervisors are mean and rude and some are lazy and negative. "Upper management said so" and "it is what it is" are the answers whenever anyone tries to ask for clarification about any changes or announcements. 

My wish would be for Management to work on the many issues so that employees can enjoy working there while being able to balance their personal lives.


The environment includes a call center which is tasked with helping consumers manager their delinquent defaulted debts. Lots of time and effort is made to ensure employees are trained and provided the knowledge needed to effectively do the job. Additional supporting departments include administrative services, compliance, sales, client services, finance and human resources. 
The company offers above average hourly wages for entry level positions and paid training. There are addition earning opportunities provided to production related positions, these are monthly bonus incentives. Most production employees, i.e. collection staff, student loan specialist and customer service personnel are making a very good living.  
The job does not require a degree, yet it allows employees to make a livable wage. 
The management team works tirelessly to ensure their employees are able to master the position and meet their monthly goals. This in turn allows the production employees to make a monthly bonus. The company actually wants its employees to succeed in making bonus. 
Non production employees are also provided decent livable wages which are also higher than the average wages offered for entry level positions. 
The hardest part of the job is realizing that it takes time to become fully acclimated to the processes and programs that are available to help the public. Ensuring consumers are following up with the minimum requirements needed to avoid severe consequences can be a challenge. Many people think debt collectors are terrible people, however working in this industry has shown me that is not the case. Collection reps will work diligently to find a solution that ultimately helps the consumer resolve the delinquent account.  
The culture is comfortable, lots of young people who are still learning about life, finances and how to maintain a job. The company allows for a business casual dress code, jeans and sneakers are allowed. 
The most enjoyable part of the job is reaching our goals regularly. The management team will send out company-wide email notices when individuals meet milestones. Kudos are given endlessly which build the esteem of the individuals and various groups. There are regular contests which allow the teams to compete for prizes ranging from TV's, getaways, sports memorabilia, major league baseball games, hockey and football games, cash, etc. 
Its been a great ride witnessing the growth of the company! Incentives are also offered to employees for referring quality candidates who become long term employees! While all companies have room for improvement, FHC has a winning attitude and works to create an inviting environment where all employees can succeed. They are growing fast! They are involves in fundraisers for the surround communities and continuously encourage their employees to be involved in helping those in need. Great company, great people and lots of opportunity for growth!

One of the perks about this job is it’s remote. You get sick pay from the very first day, but can not ask for time off or use vacation time until you’ve been with the company for 6 months. If you need any time off especially for emergencies you are told to stay later at the end of your shift to make up for the time. So as long as you’re okay with that, there’s at least one option before you’re allowed to use any time off. Job security is non existent here. You can get fired right on the spot for whatever they see and don’t like from what I saw and heard. You are required to be on camera during all of training, and even after. Asking for help during a call can take a while before anyone actually answers you especially towards the end of the day. The calls are back to back, but most of the customers are friendly. They give you one planned break during the day, and the rest you are allowed 3 5 minute breaks when needed. Lunch is 30 minutes. Absolutely no OT is offered, they will give you extended lunches to ensure you don’t go into OT. The training that I went through was as a joke, we even had one trainer quit during our training. Most of the trainers you get are extremely impatient and some are rude on top of that nor do any of them have any sort of leadership training. They read you PowerPoints that are 100+ slides long daily so it’s up to you to find ways to retain all that information. No on the job training during training itself, but they implemented nesting just recently where you need to pass I believe 2 calls with a 90 so you can continue with the company. During training there were 3 quizzes where you had to get I believe somewhere between 80-90 to continue with training. Overall I would recommend any other company over this one. 

This company has terrible managers. People will try to build their careers off of reprimanding employees without any basis. Everything is a write up, rather than a conversation. It's sad, it's a good paying job, but terrible, vindictive managers will be the ending of this company.

Those working from home barely get bathroom breaks. They are told to use their 15 minute breaks to go to the restroom. You are allowed no overtime and sometimes don't get off the phones until 5:15, when you're supposed to be done by 4:45. Consequently, they make you clock out early or take a longer lunch to avoid overtime. 

When I had started in late April for the Department of Unemployment Assistance contract, we had two fifteen minute breaks. The company changed this and only gave employees one 15 and a 30 minute lunch. Employees only have 45 seconds in between calls before they must go back into available mode. 

This company has ridiculous expectations for their remote staff. They have little to no sympathy for sick employees and feel entitled to your time even if you are unwell. Supervisors will write up employees, even if they have been told to quarantine due to Co-Vid. 

I think the Department of Unemployment Assistance should pull their contract from this company and hire actual DUA agents. The call center representatives have no power to actually help the claimants that call in. The Commonwealth's money would be better spent hiring agents to work directly for the agency and stop wasting their money on a contract with a company that has little morals and zero standards. Worst job I've had in my professional career. 

I was so very excited when I was told the contract would be to work for the Department of Unemployment, to help citizens in need get their claims taken care of. This would be an honorable position and one I could look forward to doing every day while having a true sense of purpose. However, That was all a façade as the actual training proved inadequate, rushed and full of tech issues on the company side. To clarify, I do not fault the trainers themselves. They were angels with patience overflowing. I truly believe they are not supported by their upper management, and are left to the wolves like we were. 
We spent the first 5 days just getting our log ins for the various websites we would be using. Then we had one actual day of training on the system that we would be using for the DUA work. And of that one day, most was spent watching others do the job while we followed along. When asked if we could be trained further, as we were not prepared to continue to take public calls the next day, we were told there was no extra training, and that we could re-apply for another contract at another time. 
So, Long story short, training is abysmal (though not the trainers fault), and there is no real support when thrown into the call que. 

There is only ONE 15 minute break, then a 30 minute lunch break for the entire shift. Any bathroom breaks are timed, and you risk being written up if you are not back on camera within 5 minutes of your bathroom break. 

Also, slightly annoying, having to be on camera the entire time is a bit odd when the management/trainers/other employees aren't always on camera. 

Training was chaotic and inadequate, had several different trainers. Extensive government background check, the company may have you off from work without pay until background check is completed. They hired me as full time, but I never worked a fulltime schedule outside of training. Its not a good job if you are an adult with real adult bills, but it may be fine if you live w family or friends & are not responsible for all bills in a household, because you never know how many hours you will get each week. They can alter your schedule with very little notice. Reviews from customers calling in say they get a different answer everytime they call in, and the company makes it easy for that to happen. CSRs calls are not audited on a schedule, the call audits are random. So you could be unknowingly be giving incorrect information for months before you get a call audit to correct what you’re doing wrong. Most call centers audit new CSRs more frequently, but not this job. There is not enough help available when you have a question. It’s hard to keep your hold time, call handle time, and dead air time low when you have to wait 5+mins to get assistance when u need it. I see why the customers who call in are dissatisfied w the service they receive. It seems the owners are comfortable with their government contract and dont care about the customers or the employees. To me, there are not a lot of ppl who would be a good long-term fit for this job. 1 out of 5 stars. 

What is the best part of working at the company?
Nothing. You're overworked and underworked at the same time. 

What is the most stressful part about working at the company?
Terrible management, policies, structure and organization. They will change your schedule at the drop of a dime to accommodate themselves. Never clear on training and instructions to be productive at your job because again they're always changing or confusing informatio. No work life balance. They intimidate with their policies always changing. No respect or heads up. For example rn we're working on a project and that'll end in a week and guess what? They're not telling us if we're going to be unemployed or not after next week so hope that tells you a lot about this company. There's no room for growth you have to ask and be favored to be considered instead of an internal system that shows if new positions are available. Don't work here.

What is the work environment and culture like at the company?
Unstable, unpredictable,  disorganized leadership, high emotional labor, low control.

What is a typical day like for you at the company?
You log in and immediately step into noise.
Phones ringing. Different people, different tones, different attitudes. Some frustrated, some rude, some confused. You’re expected to be calm, professional, patient every single time, even when the information you’re given keeps changing. You’re constantly second guessing yourself because yesterday’s rule isn’t today’s rule.

This company will
Assign you mandatory over time 1-2 hours before your shift ends and if you don’t stay you will earn an occurrence. Even if it’s due to child care they will tell “ we are not a daycare”. 
Only get one lunch and one 15 min break. Can get a five if you didn’t have technical issues showed up late by even a minute for work or from lunch. Anything off the phones or chats will result in unscheduled time and each day is calculated together at the end of month. Will force you to stay and then later send you home on MTO so you don’t get any extra hours or overtime. If you get a customer wanting a supervisor good luck they don’t answer or will have you schedule a call back. 90% of  supervisor do not call back. If they do it will be you and they will tell you to advise the customer that a supervisor gave you permission to call them despite the customer knowing you’re not a supervisor. There is no help and updates on procedures take day months or you won’t even get it. You’ll find the updates by your colleagues telling you the update. If the customer request a form to be mailed it won’t be your supervisor it will be someone on your team doing it. They will change their policy’s all the time. They also have you on camera any given time while the supervisor won’t be on a camera. Last every customer service representative will work 10 hour shifts mostly Mondays. Will do it Tuesday Wednesday and by Thursday and Friday you will have reduced hours. Supervisors are not required to work the same 10 hour shifts only customer service representatives. 

I worked in the Ohio office for two and a half years. For the first year it was amazing. I made the most money I have ever seen. 

Then they hired new upper management after the previous one retired. And that is when everything changed.

There were several inappropriate and down right disgusting things upper leadership was doing to other employees and supervisors. This was reported several times to the right channels, but people were told to stop complaining. 

This leadership team definitely contributed to a very toxic work culture. Due to downsizing and what I do suspect is retaliation a lot of the good supervisors either left or were let go when the student loan pause happended. 
 
This when things went very very bad. A lot of inappropriate things happened in a very short amount of time and were reported over and over again to proper channels. However this person somehow stayed employed. 

Upper leadership was eventually fired and then I was left with the responsibilities of running the team. I was forced to resign because after leadership was fired they refused to promote me as a supervisor even though I was successfully keeping the division highly productive . They said I had to take leadership classes which I later found out was a huge lie. 

I also found out after a promised incentive the senior level management changed their minds all because I resigned. 

Beware!!! I will never work here ever again. 

This was once a good place to work but it isn't any longer.  Hours are constantly cut, people are fired all the time.  They change schedules constantly with no notice.  They have people come in late or send them home early everyday.  Some employees aren't even working 30 hours a week when they were hired for 40.  There are no incentives as far as a bonus.  There is no incentive to go above and beyond in your position, no recognition.  This place was once a wonderful place to work and has turned into a sweatshop over the last few years.  Years without a raise, they stopped doing annual reviews.  They will move you to a different department and cut your pay.  Promotions are always 'temp' with little to no increase in pay, or a decrease in pay hourly once you become salary.  Everything is micromanaged down to not being allowed to use the bathroom for more than 5 minutes and a maximum of 3 bathroom breaks a day.  Technically those three 5 minute breaks are for anytime you're not actively working so you better not need a minute to do anything else or you're cutting into your bathroom break time.

Top Job Titles	Average Salary
Customer service representative 24 salaries reported	$16.28 per hour
Call center representative 58 salaries reported	$16.59 per hour
Collection agent 1 salary reported	$18.25 per hour
Desktop support technician 4 salaries reported	$27.50 per hour
Debt collector 4 salaries reported	$18.50 per hour

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