loan specialist

branch manager

financial representative

assistant manager

bilingual customer service associate

Heights Finance

My coworkers were wonderful people. They made going to work bearable. When I started working for the company two years ago, things were great. Work morale was up and everyone was able to bonus each month based on how the office did as a TEAM. Fast forward to about a year ago when Heights Finance bought us..that changed everything. A new bonus structure was introduced. This new structure introduced individual loan goals for each employee that were not attainable for the most part. That meant that most of the employees stopped receiving any type of bonus. As time went on, the work load became almost unmanageable. You were expected to produce a high number of loans and refinances all the while trying to keep the delinquency below a certain percentage that is outrageous for most companies in the industry to achieve. How they expect this out of an 8 to 9 hour work day still blows my mind. Even with late nights and one Saturday per month, this wasn’t in the realm of possibility for most employees. As an assistant manager, I was also tasked with other duties on top of the impossible. Towards the end, I did not feel that my hard work was valued. My employment was even threatened if I did not meet the loan units that corporate had set for us. This was a blessing in disguise as this allowed me to see my worth and seek employment in another industry all together and with a company who would pay me what I am worth. I had become nothing but a number and a robot put in place to make money for the company. They successfully killed any kind of passion or drive that I had for the finance industry. They recently gave everyone raises because they “did a study” to see if they were on par with what other companies in the industry were paying..they were well below the average. They hired a customer service representative with no experience at a higher rate than they were paying Assistant Managers with a decade of finance experience. I can honestly say that I’m glad this chapter of my life is behind me. The lesson to be learned here is: It doesn’t matter how hard you work or how much you break your back working for this company. If you aren’t producing loan numbers up to the standards set by people in management/corporate who have no idea what it’s like to be in the field..you don’t mean diddly squat to them. The only reason I worked out a two week notice with the company is because I do have integrity and I owe it to my branch manager and coworkers. In the end, they are the only positive experience that I will take from my two years of slave labor for this company.

Working there you do a basic collections job, where you have typical goals. Job itself isn’t bad, aside from the customers constantly yelling at YOU about how THEY can’t pay a loan they took out. Your supervisors can keep on top of things and be helpful, but some just let you fail or not do well and then get mad at you for not producing the results they want. Also, if you call out of work for anything, don’t expect them to be nice about it unless you’re friends with the supervisors. They are very clique-y and when you work in-office it’s easy to feel excluded. It made me feel like I was in high school again at times with the favoritism that blatantly occurred right in front of everyone, with some people getting their schedules completely changed or PTO immediately added to somebody’s schedule if they needed to leave early, meanwhile other people were getting scolded or warnings for needing to leave for something more important than the first person or being made to jump through all the corporate hoops to get a day they need off, whereas other people would just shout they need a day and they’d be like “schedule was updated!” right back. Not to mention the fact that some favorited people got the accounts that had higher amounts due that were basically guaranteed to be paid off once called, while others were given accounts to call that hadn’t answered in months or longer to call, just to be talked to later about not getting that much paid off by these accounts.
Overall, if you’re always at work and literally don’t have anything going on with your personal life ever then you’re pretty fine, and if you’re lucky enough to get a supervisor who genuinely cares about your success then you’re even more golden. Making friends with the higher ups is definitely the way to thrive at the job though. 

Good points-customers are nice and friendly (most of the time), other office staff friendly and helpful, office is nice and spacious, flexible in allowing time for personal appointments, job is very easy to acclimate too. 

Bad points-lack of understanding from management that life happens to people. Loaning to based on their outward appearance, how they act or their living arrangements is not professional at all. Loans should be based on customers potential to pay the loan back not how the staff feel about that person. Lack of professionalism, manners, lack of initiative to grow to seek out new customers instead harass current customers. Manager is mia most of the time due to personal appointments, shopping trips or just "not wanting to work" 

Typical day: answering phones, taking payments, soliciting customers 2 to 3 times a week, collection calls at least 2 times a day if not more. 

Typical hours: 8am to 5pm, 1 hr lunch. Some late nights if collection accounts are high or Saturdays.

Work Culture: has very good company morals/guidelines, however some do not feel they need to live up to these. Those that do make this company good.

Management: Branch level-Immature, arrogant, power hungry, unprofessional, unmotivated and not a good role model. Upper management: Okay, can be unapproachable, unclear, supportive, helpful, guidance is available. 

The hardest part of the job: Knowing people need the money and aren't approved. Or those that fall on hard times and you have to keep pressuring them to pay.

Most enjoyable part of the job: other staff members, customers, hours, room for advancement or relocation

You work many 6 days weeks, two automatically working two 12 hour days, and you get paid chinese overtime (you get paid less the more you work) so they can make you work as they please. Managers play favorites and put more work on some employees and let the lazy ones slip on by. You are expected to basically harass people at their homes, work, their neighbors, etc, that are behind on payments and you look bad if you don't get a certain percentage to come in to speak to the manager. Nevermind the fact that some people work normal hours and are never home...because they work when you work. You cannot take vacation the last two months of the year and automatically work 6 days a week during that time. You must take vacation all in one week, not days here or there. There are a TON of days you cannot take off period.

Employees are treated unfairly. There is no system for warnings, write-ups, and suspensions like any other place I've worked. Upper management (regional level) are allowed to play favoritism, hire their best friends, and lie to get rid of hard working employees so their friends can stay when loan volume is low. This lack of accountability for upper management and lack of grievance protocol for employees means they'll fire you as they please as soon as they find a lie to get by because there is no way to fight it.

I would not recommend working for this company if you want a legitimate company that values their employees, not just their bottom line.

I have worked for this company a long time.  It’s never been a great paying workplace but it just continues to get worse. It used to be a place that despite being a corporation was family friendly and they actually cared about their employees. Now they are just full blown corporate America that couldn’t care less. For example, our only Christmas bonus was a free lunch. Which would be fine (I’m not greedy, nor did I expect anything from them) except they said we could only use it if we cut a check from the branch to cover it. No restaurants take checks like that anymore. So basically to get my one free meal I was going to be required to call all over just to find a place that would accept our checks. I would have had to put more work in than that free meal was worth.  We even asked our employees at home office to make an exception since we wouldn’t be able to find anywhere and they still refused. So my Christmas bonus was a free meal I couldn’t even use. That is just one example of exactly how under appreciated employees who work in operations are.  The pay is atrocious and truly does show exactly how little the employees are valued.  You would think the high turn over rate would turn a light bulb on for those who are higher up but they would prefer to stay blind so they can keep lining their pockets.  The people that go to bat for us are constantly ignored. I know this because absolutely no changes have taken place.  I could go on and on but it won’t make a difference. 

High turn over in staff. Home office very unconcernd about employees being able to actually take the time to comprehend and practice  new policies and proceedures. Demanded course studies and test be completed in time frames that did not allow branch personell to actully comprehend materials and be able to assist customers at the same time. Never took into a considerationl that personell were out at times and the rest of the staff were pulling extra work loads. Takes one employee out of offfice to courtsey visit past due customers in the mornings then again in the afternoon-leaving the office short one person ALL day. This senario is fine most days but on some of the busiest days in the month this is not a good customeer service practice. It puts far too much stress on the other empoyees nd tthe customers do NOT get the fst friendly service we said we provided. Evan though the vast 99% of our customers live below the poverty level in sociaty they still deserved to be treated with kindness and respect but the flow and attmosphere of the corporration was greatlly pressuring on getting standard numbers and making $$$$. Meeting company goals are important--without great customer service I never understood how corporate expected to make the money. Oh, ya'll preach customer service and respect but the pressure of everyday customer business and corporate demands made the atmosphere very stressful and made employees to rushed to take care of the customers .

What is the best part of working at the company?
Heights Finance has been good to me. I have worked there for 3 years and I am pleased. Of course, there are things that could improve .However,  if you have a good work ethic then you face the few challenges and get through them. Heights is making a lot of changes and many do not like change but change is good. I love my job and hope to retire with Heights.

What is the most stressful part about working at the company?
Having co workers with the same drive or work ethic as yours. I am an over achiever and I want to do my best. Other people just want to put minimum effort into their jobs and get paid. I feel we are paid to do the job then we should do what we are supposed to do and at times put in more effort.

What is the work environment and culture like at the company?
I have a relaxed environment. Yes, I have people to answer to but they not standing over my shoulder telling me what to do. There is a daily routine,  once that is done we fill the day other things to be done or begin the routine again. I have no issues with my job.

What is a typical day like for you at the company?
A typical day at work is providing the best customer service to my clients and putting a smile on their faces. Also, getting all of my work completed to the best of my ability.

I've worked all branch positions and can say the corporate office has become much more in touch with the branch every day activities. There have been quite a lot of upper management changes to reflect this as well, and to demonstrate accountability at all levels. 
The subprime financial field  is a high volume/expectation area that may not be for everyone, but it is only as stressful as you make it.  
The hardest part of the job is determining which customers are pulling one over on you, and which ones are genuinely having a hard time but have good intentions.  I learned to deal with people on an individual basis, and definitely how they look has very little to do with how they treat/pay you.  
Many management issues I read about would be resolved if employees appropriately reported offenses, or discussed with HR if they feel upper management does not address the issue to their satisfaction.
The best part of the job is you are never bored, and reaching goals.  You have to make it fun, but that comes with experience.  They also recently went to straight time & half for all employees instead of a fluctuating work week pay rate.

Worst part of job responsibilities was collection calling. The company is ruthless on collection calls. You will spend most your day calling 5 sheets long of customers every number on file their work all their references and documenting every call, and you do it every day until they pay. 
Favorite part was the customers. I enjoyed closing loans and interacting with the customers. Management hahaha was ridiculous. Did not help train didn’t have time too busy shopping online  or talking on their cell phone or taking 2 hour long lunch breaks or coming in an hour or so late, but you can’t be late or heavens forbid you want to go to your kids school event. The last day of every month you have to stay until they say you can leave. Doesn’t matter if it’s a holiday or child’s birthday you can’t miss. I had the flu and was told it was a bad time they needed me in the office. Same in nov and Dec you cannot miss no matter what and you are made to stay late. Managers make pretty large bonus checks off what the “little ppl” work hard all month doing but they don’t see a thing not a dime or a pat on the back. Every month they expect more and more with no reward or appreciation. 

They work you for long hours, have cameras up watching your every move when obviously they aren't watching good because there's a manager stealing. You can be out of work sick the upper management doesn't even check on you they have their picked people whom they like. They don't treat everyone fairly. The managers act crazy when you ask for a day off using your personal accured time. When they sit in the office all day on their cell phones making personal calls or talking about the supervisor to another manager. The managers work when they want to but make the CSR and Assistant's do everything while they do nothing. some of them won't even file a folder back will let them pile up and won't file nothing. Upper management they don't care about the employees and don't let a new employee get hired oh the supervisor brags. Oh and they also give bull as a raise what is a .10 raise then you have to kept asking the dumb Managers to do a dang review. By the way they are cheap they don't even have Christmas pArties or give the employees nothing for Christmas but treat those lazy managers to a banquet every year!!

Top Job Titles	Average Salary
Loan specialist 186 salaries reported	$20.04 per hour
Branch manager 107 salaries reported	$20.46 per hour
Financial representative 100 salaries reported	$19.26 per hour
Assistant manager 2 salaries reported	$19.25 per hour
Bilingual customer service associate 18 salaries reported	$19.57 per hour

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