customer service representative

collection manager

Northstar Location Services

I started at NSL when they first opened in Olean, NY. Management hounded you from the beginning on getting the payments from clients. Covid hit and they gave us the chance to work from home or go on temporary layoff until we were able to get back into the office setting. Because of Covid my children were home from school doing homeschooling so I decided to work from home. I made between 700 and 900 calls every single day. I worked Monday through Friday from eight until 430. Sometimes I worked until eight at night. It was very hard to get clients on the phone and even harder to get clients to make payments. Management did not care how many phone calls I made or how many times I was Skiptracing and finding new numbers for clients. All they cared about was if we were bringing payments in or not I was getting hounded all the time on how I was not getting payment and that I needed to do better. Many people were laid off during Covid, which made it very hard for anyone to pay bills, especially debt, collections, I wasn’t sure what else I was supposed to do when I was making 800 on average calls a day. After a year or so from working at home, they decided to start bringing agents back into the office setting, at that time I felt like I needed to leave. I was not going to go back to an office setting and have managers standing over my shoulder hounding me about getting payment. I would never recommend Northstar to anyone.

You are on the computer most of the day.  In the Compliance Department, we had to monitor collector phone calls to make sure they comply with the FDCPA, state and federal laws and company policies.  Also, we had to write up violations and fill out forms on the computer.

This company helped me to get more experience on Microsoft Word and Excel.  I also learned what the collectors are permitted to say and to say to customers on the phone.  I also gained good knowledge concerning state and federal laws involving collector phone calls to customers.

Management was supportive and understanding and some of my co-workers were helpful.  

The hardest part of the job was sitting too much in front of the computer.  The most enjoyable part of my job was learning new things.

I spent 8 years with the company. They helped me to reach goals which only lined my pockets even more! Thanks to Northstar, i was able to afford to buy a home for my daughter and I. Years later, when i decided to return to school to earn a degree, they worked with me and my schedule and supported me all the way til the end! I believe that when you're a Northstar employee, you will get out of your career with them, whatever you put into it. A positive attitude, work ethic and organizational skills will help you succeed here and if you do well, you're greatly rewarded. I love the company and the friends ive made while working there -which feel more like family than friends. I owe a lot to this company. (Thanks!!!)

A typical day at North star Location Services was clocking in when scheduled to work my shift in a timely manner. I would log into my work station and Que and begin dialing. I would do all my follow ups first, then second attempts, third attempts, and final attempts. My average calls per day were 150-175.
 
I would make detailed notes when speaking to all parties and followed all FDCPA guidelines rules and regulations.
I built a pipeline due to my ability to communicate with these individuals in a professional manner. Which created more call volume and return!

I was in transition from another job that treated me very poorly and terrible management just to end up here, at North Star which isn’t any better! I won’t say all of management but the one I was under we extremely disrespectful and would belittle me ALL the time. Not sure if it was because I was the youngest there, but wow you treat all your employees with respect not just whoever you want. Favoritism is high! Negative energy and talking to associates like we’re animals yelling is high! I could go on and on but I’d be writing a book. Moral of the story if I could give 0 stars I would.

When I first came in I loved it a very small group of great people. After The pandemic hit we where sent home to work at that time they hired to many people and started to belittle all the collectors who helped get the company to the point where it was growing but didn’t appreciate the day 1 workers. The manager is an amazing guy that has his hands tied and has to follow orders, then they moved a manager from the sister location and he is less than professional and is absolutely the worst manager I have ever seen or worked for! My suggestion is literally do NOT work for this company they could care less about you what so ever. 

What is the best part of working at the company?
The structure of the company and the reassurance of constant help to better all collection activity understanding.

What is the most stressful part about working at the company?
The most stressful part is being able to reach the monthly goal to its full amount. 

What is the work environment and culture like at the company?
The work environment and culture is one of the overall best that I have ever expeienced.

What is a typical day like for you at the company?
Very upbeat and positive. You are able to get anyone's help on everything.

Worked here for about a year and every single day was awful. You have managers that don’t belong in their position. Everyone is sleeping with everyone. To advance you better be sleeping around too! You are constantly disrespected and scrutinized for even breathing. If you have to go to the restroom better make it in 2 minutes or less. If you’re not white, you are not someone they will keep around for very long. Firing procedures are unbelievable. There were numerous outbreaks of bed bugs. You get a bonus check one day for hitting numbers and then a week later you’re let go for number. Please do not work here! 

It’s not for everyone.  But the managers do support you and will help you when asked. The training was very extensive and they actually make sure you’re understanding all of it before you start making calls. Their 2nd level of training makes it so you have a lot of support when you start making calls. You don’t talk to a lot of people. But once you get the hang of it, getting payments gets pretty simple. Pay, schedule and benefits were exactly what I needed and was looking for.

This company I took because I needed a job.  I was never happy at Northstar.  I bonussed my first month, but over the next several months I failed to bonus.  No one gave me clear directives about improving my ability to get payments,  but the managers continued to cheerlead the collectors by constantly telling them how poorly everyone was doing,  and how we needed to get going in getting payments.  It was not unusual not to speak with anyone for days. 

Top Job Titles	Average Salary
Customer service representative 53 salaries reported	$20.56 per hour
Collection manager 4 salaries reported	$53,750 per year

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