call center representative

collection agent

porter

front desk agent

account resolution specialist

MRS BPO

I started working here in 2018. I was eventually let go in the middle of my pregnancy for use of profanity (written in a dialect on a paper shuffled within my belongings). Meanwhile, my manager would speak her profanity in clear English in front of employees whenever she was frustrated on the job. Super unprofessional, but clearly permissible if you’re a manager and friends with HR. 
They want total commitment from their employees but they will not commit to you as an employee. Their HR is too friendly with certain managers making it hard for them to be unbiased (especially in my situation).  The schedules are too rigid and management only make adjustments for those they are friendly with.
They have strict rules such as absolutely no cell phone on your person however my manager let an employee she was friends with use his at his cubicle on a regular basis. 
They change your schedule with little notice at any time and expect you to conform to what the company needs. 
When they choose to give you a holiday off, the strings attached are you having to figure out how to make up those hours by weeks end either by staying later or coming in earlier. 
This company thrives on hiring people from low socioeconomic areas, and their director and head HR talk to you in this condescending way as if you’re uneducated. That’s not cool. 
The owners however, are 3 brothers who seem very nice and genuine and make a lot of effort to keep an on-site presence. 
Other than mine, most managers were professional and had a decent relationship with their team members. 
My advise: Don’t overcommit to this job. Learn what you can, get your experience and find something better! Life, such as MRS, has become more of a “who you know” not “what you know” situation. Thankfully, I come from a family of people you want to know! MRS was a learning lesson and a gross waste of my time.

A typical day involved managing assigned responsibilities, collaborating with team members, and meeting daily goals. The work was structured, and expectations were clearly communicated, allowing me to stay organized and productive throughout the day. What I believe I learned: I gained valuable experience in adaptability, time management, and teamwork. Working during a period of restructuring helped me strengthen my problem-solving skills and learn how to remain focused and professional in a changing environment.
Management: Management was professional and approachable. Leaders communicated openly when possible and treated employees with respect, even during challenging times related to company restructuring. Workplace culture: The workplace culture was collaborative and supportive. Team members were willing to help one another, and there was a shared sense of professionalism and accountability across departments. The hardest part of the job: The most challenging aspect was navigating uncertainty during the restructuring process, as changes were ongoing and required flexibility and resilience. The most enjoyable part of the job: The most enjoyable part was working with supportive colleagues and gaining meaningful experience that contributed to my professional growth.

Worst place I've ever worked for. Very unprofessional. They preach this big family atmosphere but  If you make a mistake, they will write you up  and dock you 4 PTO (Paid Time Off) hours that you don't even get until you have worked there for 6 months!  If management doesn't like you, they will nit pick every little thing you do. They will isolate you from your coworkers  and sit you all by yourself.  If you go over your 20 minute scheduled break they will dock you the 20 minutes and have you make up your time. They once tried sending me home 17 minutes early for faulty equipment, my headset stopped working, and wanted me to come back the next day to make up the 17 minutes for something they couldnt fix! They also tried to make a rule where if  you had to go to the bathroom, it would come out of your 20 minute break, but they changed it as soon as they found out it was illegal. They run contests that have unrealistic goals, but if you call out the month of the contest OR come into work late OR leave early, then you are DISQUALIFIED from the contest!  I had an issue with a supervisor where he threatened to write me up, send me home, and take away my badge and he did this in front of my co workers instead of taking me into another room. When I went to Human Resources over it, I had to "Make an appointment" with them, which I always thought HR was an open door policy? 3 weeks went by and I did not hear a thing! As far as the break room, there is no pool table there, you cant even have your cell phone out. I'm glad to have met the people I worked there, but I wouldnt recommend this place to anyone! The pay isnt worth the politics you go through here.

They lie during the interview. They promise bonus checks equal to a paycheck but it is really about one quarter of your paycheck. Then they do everything they can to disqualify you from receiving that very small bonus. Managers will not back you up even in situations where you are clearly in the right. For example, we only allow payment plans on accounts over a certain dollar amount. I failed a call for not offering a payment plan on an account less than that amount. When I pointed it out, the manager said I couldn't dispute it because they had already signed off on it. End result: failed quality equals no bonus and higher budget next month. Managers are only there to support upper management, not to back up their team. The work is very depressing and stressful but they do have theme days to try to raise morale. Unfortunately, Popcorn Day doesn't really help when you've just been cursed out and called horrible names for the 15th time and you're only 2 hours into your shift. You only get 40 hours of PTO that is accrued over the year and it has to be used for any time off. If you don't have enough PTO and miss work for any reason (sick/personal business/anything) you are written up. The health insurance offered is very expensive and has poor coverage. It is cheaper to pay out of pocket than to pay their premiums. I would like to say that my coworkers are amazing. We do everything we can to keep each others spirits up and to be supportive and encouraging to one another. However, it's difficult when management is trying to crush you. 

What is the best part of working at the company?
The attempts made to boost employee morale.

What is the most stressful part about working at the company?
Inconsistent information on agent duties, policies, and also lack of consistent professionalism & structure from management & leads.

What is the work environment and culture like at the company?
In my opinion & from experience, it’s a very toxic environment filled with conversations that aren’t focused on professionalism or sensitivity to others. Many days were filled with gossip and discord. Even some leaders were verbally abusing and unprofessional in handling employer disciplinary actions. Although there were many attempts to build morale due to this factor, it wasn’t a general energy shared amongst all. Many agents complain and gripe daily due to the nature of dealing with many irate customers & that severely affected office morale.

What is a typical day like for you at the company?
Clock in and sign in at 8am for inbound and outbound collections calls, chat messages with customers, calls to customers with rejected payments. Employees receive two 10min breaks and one 30 min lunch period daily, with write up disciplinary action if tardy returning. Many employees are stressed with timekeeping and the morale of the office space so it could be a good day or a horrible day on any given day. It took a lot of daily prayer and faith to survive at this job.

They company has multiple departments, some first party others third party. The training you receive will not prepare you for taking calls. You will start off in “ramp up” which means you will have a smaller budget to achieve. Ramp up budgets rang from 500-6k. You’ll be in ramp up for 6 months before your budget takes a 3-4k jump to full budget. Full budget ranges from 10k-17k. Every month your budget will increase regardless of whether you meet it or not. If you fail to meet budget for 4 months straight you will be put on probation and receive a $1/hr pay decrease. If you continue to fail the pay deduction will continue monthly until you are fired or quit. The fee, which is the amount of dollars you collect that go towards your budget, are small. You can collect $1000 from an account but you’ll only receive $150-$270 towards your budget. There will be promises of promotions that you will never see, for yourself or for those around you. Instead of promoting agents they will take people who are already managers/team leads and offer them the vacancy. They micromanage your work, the way you dress, and where you park. Quality is overly strict and will fail a call for anything. The starting pay is decent compared to its competitors, but the annual raises are only 5 cent-25 cent. If you’re looking for a work environment where you can learn and grow instead of stress and worry this isn’t the place for you. If you still choose to come make sure you continuously seek other employment. 

I have been a collector for eleven years, but this was my first position with a third party agency.  If you are starting your first position as a collector, this would be a great place to begin.  Third party collections is much more difficult than first party collections. If you are successful here, than you will have no problem at another company.  

The benefits are extremely expensive, the paid time off is very low (ten days), which is for vacation, personal, sick, and grievance, and the parking is horrible.  There are several office buildings that rent spaces to MRS Assoc, to employees can park closer to the building.  

The owners are three brothers, who are on the floor almost everyday greeting employees by name.  There are events throughout the year, and some units have a lunch day; depending on the supervisor.  

It's very easy to receive a written warning.  Calls are scored and are either a 100% or a ZERO.  One mistake is all it takes.  There is constant feedback by the supervisors, while the rep is on the phone with a customer.  

Upper management will listen to you, but don't expect anything to change.  It's a matter of profit, and making you think they care.  

Communication between management and H.R. is horrible.  So much information is incorrect, so make sure you ask for something in writing.

It's a shame because I started this position with high hopes. Unfortunately, I've learned to expect the worst. If you're being hired for the newest 1st party department (which I bet you are), you'll learn nobody is on the same page or professional. Your coworkers in this department will drag you down, do not take this job. And it's hilarious because management (who can be just as unprofessional) gave too many chances and were too lenient for the same patterns from the same people at first...so now everyone has their job to worry about. Real smart. They haven't picked up on (or seemingly don't care about) the employees who keep playing them. The fact that management takes so long to actually penalize people is baffling to me, and guess what? Now they're scrambling, and so are the ACTUALLY good employees. They'll say "this is not gonna be tolerated" or "everyone has to do this" but an employee pulls a manager aside and gets an exception made regardless of how bad they are so no wonder they don't take you all seriously. No loyalty to those who actually care for the position and perform well. It's a playground, plain and simple. Benefits are very expensive, pay is okay, they have generous PTO. The owners are extremely kind.. that's part of what makes it so upsetting how disappointing the job is.

The company has a lot of really great people in it, however the things they require of you change daily, and while they say you could be eligible to receive all these bonuses and rewards, the constant changes make the requirements you need to reach to get said bonuses unobtainable. Everything is ever-changing, nothing is set in stone, and very disorganized. They will tell you they will go over something with you and you have to keep on them to review it. The training program is a joke, they hand you a book and you basically train yourself because their training department would rather joke around and tell you their life stories than actually teach you what you are there to learn, and then what little they did teach you is incorrect information that gets corrected once you are on the floor. There is no positive feedback-for the most part everything they tell you is threats and "your paycheck is an excellent motivator"-quoted directly from my manager, they will doc your pay and vaca time and any other way they can find to not give you money for an error found in a call- make a certain amount of errors in a month and you are getting docked a percentage of your paycheck for the next 3 months.

I worked there as a CIA where I was promised a schedule of 5-10pm  when hired. I started in hopes that would be the case because I am a student and a mother I specifically told them I could work any earlier after school started because I had to get my son off of the bus by 3:30. the first couple of weeks were training and it went well i worked from like 3 to 8 and that was fine because i was told that was training hours and school hadn't started yet. At the end of my training I was told that they could not give me 5-10 because they did not have a supervisor to cover that shift even though that was the hours i was promised. They went on to say well you can come in at 4:30 but you will still get off at 8. I tried it and realized that I would not be on time everyday if I had to be there by 4:30 after getting my son off the bus at 3:30 then having to drop him off to daycare then having to drive 30 mins more to get to work. I just felt I was tricked into working for them and not getting what i was promised. They are a great company I just wish they kept there part of the deal. Needless to day I had to quit because it was not working and I really need/needed that job.

Top Job Titles	Average Salary
Call center representative 2 salaries reported	$12.63 per hour
Collection agent 10 salaries reported	$17.50 per hour
Porter 1 salary reported	$13.00 per hour
Front desk agent 4 salaries reported	$16.88 per hour
Account resolution specialist 6 salaries reported	$17.00 per hour

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