paralegal

customer service representative

attorney

credit consultant

bankruptcy paralegal

Lexington-Law

I enjoy taking the calls. The client’s are mostly a pleasure to work with, and  it is easy to deescalate situations. There is also enough time in between calls so you do not feel stressed out and you do get two 15 minute breaks and a 30 minute lunch. The pay is good, and the health benefits could for sure be a lot better. The schedule is also amazing and unheard of. Not a lot of places offer Monday through Friday and no nights. Lexington does and it is amazing.

Now for the bad.

—Training was not in detail at all and I feel they did not teach us a lot of very important concepts. If I had not had previous call center experience, I would have been completely lost. 

—Management; specifically the team leaders are not great. Upper management for the most part is caring except that the team leads they hire are NOT good (at least the two I have had). My first team lead was extremely passive aggressive and used threats as a way to “encourage” us to do better on our stats. However they never did a coaching with me and played favorites. My team leader now is extremely passive aggressive and while they has not “erupted” at me they have gotten mad at other paralegal’s asking questions in the team chat. Unacceptable. This team lead also is extremely rude and does not seem to care about us and we are a number to them for sure. One bad team lead is one thing no one is perfect but two is not acceptable. This shows that the company really doesn’t take enough time to select adequate team leaders .

And finally the stats. Some are very fair; like adherence, absenteeism, customer satisfaction, and compliance. Actually, they’re all fair except for Cancel Saves, and Same day capture rate. I’d go as far as saying after a while Cancel saves become easier and more fair after you get the hang of it. But same day capture rate is absolutely unfair, especially with my current team lead who has a very short fuse.

All in all I do love my job greatly and will be staying here for a long time I feel. But I really am dissatisfied with the team leaders I have had and feel that the statistics come before me as a human. I feel like a number under my current team leader and feel the team leads need much improvement. 

Lexington Law will pump you up during interview and training. Durning that time no one mentions that it is a sales quota that you have to obtain in order to stay employed. Once you get on the floor to work your told that you have a monthly quota to meet. It’s very hard to meet quota by saving clients unless you don’t mind lying. 75% of the clients that sign up are elderly with extremely low Income or people who come from low poverty environments who knew nothing about the services they were signing up for. Clients will tell you that they asked not to be contacted or signed up after they learn how much it cost. Most people who were enrolled were lied to about the process and because of all these reason mentioned 80% of the calls are clients wanting to cancel. I was a little discussed working here with the lack of Intergrity the company has. When you speak to management about the enrollment team and how they sign people up every one plays dumb as if they don’t know what going on. People who lost  their homes or needed to get a loan for emergency situation would call in and state that they signed up for rent to own or loan services and was told that first they had to get Lexington services. After enrolling with Lexington clients states that they could never get back in touch with the rent to own or loan companies who signed them up. Playing with people money during hard times like this was heart breaking. Eventually people thought they were scammed, all we could say is we don’t know anything about the loan company or rent to own but I can help you with our services. If you have morals and standards this is not a place for you to work. Revolving door people quit after training. There is so many more thing to say about Lexington Law.






come from low poverty environments who know nothing about the services there signing up for. Most people who were enrolled where lied to about the process and because of all these reason mentioned 80% of the calls are clients wanting to cancel. I was a little discussed working here with the lack of Intergrity the company has

I worked at Lexington Law for 10 months. In that time I was having some medical issues. One of them being very sudden, severe depression. The other being Kidney Reflux. This is a condition I was born with that makes me have to use the bathroom more than usual because my kidney and bladder do not work properly. This can be very painful if not taken care of. My supervisors were made aware of both conditions. When you work here you have to hit these “stats” one of them is called CFT. CFT stands for client face time. This is all the time you are speaking with a client. The goal for CFT was 82%. The issue with this is that every second you are not on the phone counts against you. Even scheduled breaks. So me having these medical issues, specifically the Kidney Reflux, made is extremely difficult to hit this stat. On a good day I would hit 80%. I would talk to my manager to see what else we could do, but was just told to not take my scheduled breaks if I had to use the bathroom. And regarding the depression, I was told to suck it up and figure it out. I tried everything I could think of. I tried not drinking any water so I wouldn’t have to use the bathroom as much, but that had obvious issues. I tried holding it as long as I could, but that would put me in severe pain. I even resorted to wearing menstrual pads every day so I could stay on the phone as long as possible. And even after all of this I still could barely hit the goal. After all of this I was pulled into the back room and fired for not hitting CFT. All of my other stats were fantastic. CFT was the only one I was struggling with, AND I had improved, much to my own pain and suffering. After all that I did, they didn’t care one bit about me and my health. After I was fired I found out I had coworkers who were fired because of medical issues as well. If you can’t be a perfect employee, they will get rid of you. They don’t care if you work your butt off, if you don’t do everything right, you will be let go.

I worked here for 3 years. I always showed up to work on time or early. I was a top performer and had a lot of call center experience prior to working here. I was a manager at my last job, but was laid off, so I figured I could make my way up in this company. I'm a very intelligent woman in my 50's and always got along with other employees. I never chatted inbetween calls, but worked my butt off in collections to get my commission. I'm upset that after applying for team lead positions 5+ times, I was never promoted. I always adled for feedback. They said i was to aggressive, so i became more passive... and then they said i was too passive.... Are you kidding me??!! They always promoted newer employees that were much you get and made lots of mistakes and cause escalated that I would actually catch. Nobody ever understood why they selected some of the people that were promoted. They definitely played favorites. I looked around for another job and found a higher paying and more reject able job at Clearlink. I didn't give a two week notice, I just stopped showing up and then finally responded to the calls. The company wasn't professional with me personally, so I wasn't professional in giving my two week notice. It's a very unfair atmosphere where you have to be a favorite to get away with thing. There are also many childish people, gossip, and drama. Never worked in such an unprofessional atmosphere. It was like a reality show. People who deserve to get promoted don't always get promoted, and it's unfair to hard working employees like myself who worked hard and showed up. People who had attendance issues got promoted over me! It was ridiculous. LLF has a quick turnover.

A typical day consisted to sitting at your desk get right into answering calls and clearing out the calls. Worst days were Monday through Wednesday. Always the same angry people usually anger about the same old things. Miscommunication on our part, notes, and promises that were never entered. A lot of us felt that the marketing team didn't do enough on their part to let the clients know what they were getting into and by the time they got to us from another department all they wanted to do was cancel and that reflected negative on each paralegal that had to close a case. 

It wasn't the worst place to work for awhile, especially on the night team we had a lot of down time towards the end of the night. I met some really nice people my team lead was great. I was looking to advance into the other departments. Perks were great, BBQ's, day at the movies.  

I left for personal reasons but if it hadn't been for those I was going to quit eventually. Towards the end the policies on how many times you could leave your phone was getting ridiculous. I understand some people abuse it but I was literally looked for in the bathroom because I was taking an unscheduled break to do my business. Working mandatory Saturdays was getting ridiculous as well, it was bad enough the stress of the week to have to go there Saturday to. It was literally generated letters that would be made and sent to collectors and as long as we repeated sending those they eventually took it off the credit due to the fact we were bombarding them with letters. When in reality you could be paying Lexington 99.95 for 3 years and still not have clean credit.  It was getting to hard to work for a company that I didn't believe was doing much good for people and having to try and sell clients on our company when I didn't see the passion some people did.

Transitioned several times within the company within a few months time. Usual work day comprises of 28 to 32 or more inbound calls a day. Handled changes and management of credit repair accounts for clients. Gave information and advice within bounds of senior paralegal duties. Excelling at taking escalated calls and teaching teammates about how to handle calls. Leading in saved clients attempting to cancel and customer reinvestment. Learned a great deal about credit repair. I listened to team members' calls as well as other paralegal calls around the floor. My favorite part of the job was helping give great service and upholding personal as well as company integrity. By helping my coworkers I was able to help more clients than could taking phone calls. Also made outbound calls to follow up on upset clients in resolving issues. 
I participated in a focus group that led to change in management and company structure to assist clients. Client services have already begun to improve. 
The supervisor management and coaching could have been improved. Coaching was only received to employees when there was an issue.

The stats were not shared with employees to gauge productivity and improvement until a few weeks before my departure. The company has great growth ahead of itself and are still fairly young company. 

Due to there devotion to clients and employee honor and integrity, I would highly recommend this job for anyone with excellent call center skills and devotion to helping people.

A majority of the calls were from highly stressed clients - they wanted to be educated and respected. Lexington taught how to respect the client then took away the ability to educate them by cutting down your time on the phone to 12 - 13 minutes per call. The average prior to this was about 20 - 23 minutes. Clients knew you cared because you took time with them. 
A goal was set by Lexington to reach 1 million clients but the upper management who set that goal did not have a realistic plan to achieve it. Instead of hiring more - they decided to reduce the phone time to try to please shareholders. They removed important jobs from the system and placed more responsibility on those that remained without the proper compensation. 
The hardest part of the job was witnessing the internal changes Lexington was making and how it was destroying the morale of Team Leads, which in turn impacted the base force of employees.
The most enjoyable part of the job was finding a client who appreciated the knowledge you could share with them and the hope for a better credit score because of the work on their behalf that Lexington was doing for them. 
I held a position in the Training Department that I loved and had a passion for. My position was eliminated and my Manager could do nothing to help us. His mentorship and assistance gave me hope for the company until Lexington felt that going from 30% retention of employees to over 75% retention would continue with our job removal.

I was excited to work for LLF. When I was interviewed, the recruiter made it sound easy. I worked at a call center for three years prior. I was happy to help clients understand credit; I almost quit after training. The clients were so rude. I try to be understanding and I know that poor credit is a touchy subject but so many clients have super high expectations and poor understanding of what we actually do. I try to clear things up with them and set the proper expectations then they get all upset and say 'That's not what I was told!'. They then try to cancel which we HAVE to work hard to save them or it hurts your stats if you have too many cancels. With how hard they push you to save people from cancelling and getting them to see the value of our services it started to feel more like a sales position. I HATE sales. If I wanted to work in sales, I would have applied for one. I'm actually surprised how many people have worked here for YEARS. The coworkers, team leads, management, culture, etc., is all fine and dandy but it's the CLIENTS that gave me so much anxiety working here. They give you and a plus one free services. The purpose of this is so that you may share your experience with clients. This helps them see the value and want to keep going. I've had a few removals but no major changes to my credit. I personally don't see the value but I am glad it works out for others.

I took sick days for me and my son. We both had bronchitis and i had completely lost my voice(how can you take calls if you literally cannot speak?). My son was not allowed to go to daycare until he was better and I had doctor notes for both me and my son. They promised me my job would not be in jeopardy but ended up firing me over TEXT MESSAGE! I was prescribed codeine from my doctor. Had SEVERAL notes from her stating I needed to stay home. 
I have heard from many other employees that similar things have happened to them. Including some old co workers who were too sick to come in and some who were even pregnant and sick at the same time were let go as well. I had perfect attendance with them up until I got sick and they did not care to take that into consideration. When I filed for unemployment they threw a fit, took it to court and lied straight through their teeth. If you’re looking for a job where you’re treated with dignity, respect and like an actual human being with a life and issues from time to time. this place is NOT IT. Not to mention half the people there are irresponsible and reckless outside of work. Some of which who sell drugs and participate in similar activities. Do not work at Lexington law firm. The training is awful and they are barely there to help any new hires. 

If you want work somewhere that views you as just a number and offers no support then work for Lexington. This is a company that focus is on quantity NOT quality. Ive seen great assets, great people lose their job over silly things and are replaced with someone not half as valuable. They will not work with you or have your back because they have the.mindset that you are replaceable. Benefits are terrible and cost way too much. There is zero consistency between team leads, managers, or training. You ask one supervisor a question, you get in trouble with another for following what the first one said to do. You have no voice and your opinion doesn't matter. They charge people $100 a month to send letters and provide basic credit information you can get online yet preach about what good they are doing in the world. Not willing to work with clients unless they threaten bbb or something similar. Don't expect to get promoted unless you're friends with people high up...huge favoritism!!  Leadership gets frustrated with having to take escalated calls. If you work here you'll find yourself looking for something else quickly. Pay is terrible. Super high turn over rate.

Top Job Titles	Average Salary
Paralegal 4 salaries reported	$17.50 per hour
Customer service representative 3 salaries reported	$17.33 per hour
Attorney 3 salaries reported	$85,000 per year
Credit consultant 4 salaries reported	$17.75 per hour
Bankruptcy paralegal 2 salaries reported	$72,500 per year

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