call center representative

customer service representative

system engineer

quality control associate

office manager

Proctor Loan Protector

Brief stay with this company, pay is fantastic. Benefits, good.
The most ridiculous micromanagement ever. Call center reps Working from home at this time, if you need to use the restroom, forget it, don't even bother, they give you 10 min personal time to use for restroom breaks thru the day, then, told to please not use it, two 15 min breaks and one 30 min lunch break, 1 minute late or early on your computer, mind you, your logging in and out of multiple programs to be on time TO THE MINUTE, so you lose break, restroom, eating time, sitting , waiting to log back in to the MINUTE, or management is all over you, if you log in ONE minute late or ONE MINUTE early! If you explain and apologize, management is sour towards you. Almost in a incriminating way. The job is to help clients with mortgage questions, 1 week of training and everyone was lost, didn't know who to ask, only learned the basics, so you do learn allot about this industry,  if you need help with clients, place them on hold for a lifetime, which we found out after the fact not to do, yet our only job is to help client, and if we place on hold too long or don't answer clients questions, our call scores will be graded low. Most clients are so angry for being on hold for too long or.. Have been transferred to the wrong department, because there are so many new and untrained employees on the line, most clients are not happy. Spend most your time apologizing and trying to fix another employees mistake, can you blame them? They are just as trained as you are?! The help line, whom is the same company but just a different department, some were very pleasant others, absolutely rude, to the point you feel dumb and ruins your day, really makes your next calls positive doesn't it? They check in on random calls, which is fine and normal until your told not to do something you were never aware of, so why should I be penalized? Maybe inform us and we won't make that mistake again, right?  Have trouble getting logged in to your computer? Have internet issues? Any tech issues, you find out very quickly to call your tech support line or they are all over you for not doing so, yet your not really sure what you should do because this was not discussed throughly, then you get on tech support line and the tech support is rude, and again makes you feel really stupid like you should have known how to use or fix all programs on the computer you have worked on for maybe a week or two? Not very understanding management, rude, negative, stressed, unhappy and even walk a fine line of inappropriate and unprofessional at times.  If you want a comfortable work from home job, this is a big no go. If you don't care then do it for the money and benefits, otherwise, look elsewhere

In the call center, Proctor offers a great environment to grow and succeed. Everyone in the call center is divided up into smaller teams with a lead so that if you have questions on calls or procedures you have a specific individual that you can seek help from. Also, the team members are available to assist as well. As a temp, you will receive reviews on your calls weekly advising you on how well you are handling the call per the guidelines. At first, honestly, this feels like a threat, but all in all this is a way of helping you make sure that you are 1 Giving the correct information to the caller & 2 Following the guidelines on how to properly handle the call. This will in turn help you later on when you are hired in. Once, you are hired in, there is an incentive program that you can qualify for monthly that is a great way to earn extra money aside from your normal paycheck. This has been a great way to become competitive with your teammates as well as yourself but seeing how you can improve over the course of your employment at Proctor. This incentive is based on the quality of your calls, your productivity, and your attendance. So it is entirely up to you whether or not you will make the program. Also, there are great benefits once you are hired, health insurance, dental insurance,401k, stock options, paid time off, holiday pay, sick time, & personal days. The schedules vary from a normal 9-5pm; to 10a-7pm; to 11p-8pm. Proctor gives you the option to either have a 30 minute lunch or a 1 hour lunch. Also, if you take classes for school, they will work around your schedule.

The cons would be that once you are hired there is not a lot of room for growth. Yes, you can make “senior call center rep” once you handle more than 10 banks and you can be cross-trained to process and help with other departments, but from there you are stuck in that position with no options for different job titles to move to. Also, there is a very high turn over rate. Mostly due to employees not being able to handle the work load. But if you like what your doing, you should have no reason to leave.

This is not the place you want to join if you already hold a decent job with decent pay at another midsize corporation. This is the type of place you join when you have no other choice or are new to corporate america and need experience. Proctor will entice you by giving you a nice title , " underwriter, account manager, analyst, data analyst, team lead, etc". However, the wages will not reflect your work load and stress. The company only gives out a 3% maximum raise and if they promote you to a higher position, they will not give you a raise along with it. So essentially, if you join the company, expect to not receive more than 3% every year. Do not rely on any promotion or salary increase. Bonus payments and other benefits have only decreased over the past years

The company is also on downward spiral when it comes to financial performance. The companies revenue continuously declines every year. One of the worst IT development teams and in-house proprietary systems have major defects that are not in line with business goals and strategy. Lost many key accounts due ot defect in proprietary systems and not maintaining service level agreements. Management recruits people for IT development without any technical backgrounds. The company loses major accounts every year and brings couple big accounts to there portfolio, however the investment made in implementing new accounts do not exceed the benefit received from new accounts.

The company operates in two business segments and are trying to integrate both business line. However, it is a major failure as management have no idea on the business process or day to day operation of the company.

At first, people were told remote then a hybrid schedule by email. SOME were, they're a lot of mysterious happenings. Then with no documentation or confirmation email, told verbally a 10:30-7:30 pm schedule. The senior manager wouldn't meet with one on one. They're expectations of office commitment with no confirmation and no assurance is unheard of. When picking up equipment, was given 3 monitors and a keyboard and no assistance carrying it. Then the long month Rise training was a lot of chaos as well as given false information, even on the scorecards. In meetings, certain people were allowed to talk forever and others were praised while some of us who worked just as hard and possibly more educated were encouraged and ignored when we put our hands up, or spoken down on. This is a very unstable, disrespectful, unprofessional, no ethics environment and if you have self respect and education and great skills, utilize them somewhere else! I've never heard of anything like this and all for only $17.  Something is horrible about this company and doesn't need to stay in existence!

After training a typical day includes a 30min (unpaid) lunch break and two 15min breaks (paid if I remember correctly) and fairly consistent call volume. Depending on what department you work in you can handle between 25-80 calls and day. But the team leads are amazing and the coworkers are great. As someone with chronic health issues and ASD the hardest part of the job was actually going into the office because of the background noise distracting me, but on work from home days it was honestly one of the best jobs I've ever had. If you like helping people,  staying busy while on the clock, talking to a BUNCH of different personality types, and have a natural affinity for multi-tasking then this job is for you! (It's 50% customer service, 20% downloading/uploading documents, 10% documentation and internal communication,  and 20% waiting on hold for agents to pick up the phone...if you're in the insurance department I don't know about with the others but feel like that hold time % can go up considerably for departments such as loss drafts or claims!)

Management does not stand by their employees. You are expected to work your full shift without leaving your desk except for lunch, you  must be a robot to answer calls back to back and do not take too long on a call. These people really do not take care of their employees. QC will send your QC report to management with the most ridiculous error bringing your error rate up, which affects your raises if you even get one! Don't expect any good raise, maybe a few cents (less than .50) at your yearly review. If you are bilingual YOU WILL GET PAID MORE ELSEWHERE! They have such a hard time obtaining and actually keeping bilingual reps, so it puts more stress on the few they do have and pay is no more than non bilingual reps. Pay is so very low.

This company is the worst! When I first accepted the job offer and attended training it was great, they gave a nice schedule and let us work from home the whole training but once we got into production they forced a 10:30-8pm schedule on employees when it was never mentioned in training nor in the job description. They then proceeded to tell us it was mandatory for us to work those hours and we had to come in office when they told us to without it being on a specific schedule. Please be prepared for them to take random deductibles and taxes out of your check with no reasoning, they lie and say they issue out gift cards for the holidays but still deduct the gift card amount from your work check without your permission ! Just for you to not even receive the Amazon gift card. This job is horrible, they treat their employees poorly and it’s not worth getting cussed out by homeowners. 

What is the best part of working at the company?
They have paid training and continued support after training.  You will be part of a team and have a team lead.  Excellent benefits, they supply equipment.

What is the most stressful part about working at the company?
It can be stressful sometimes dealing with unhappy customers and you are heavily micro managed on calls.  Calls are listened to and graded and they have adherence standards to keep you on a break and lunch schedule.  

What is the work environment and culture like at the company?
They care about their employees and support a good work/family life balance.

What is a typical day like for you at the company?
High call volume, good typing and customer service skills are necessary because of the call volume.

Very bad place of employment/ Worse job ever. I would not reconsider employment here or recommend to anyone, ever. There is no sense of transparency or truthfulness from day 1. This job will continue to make demands and add more responsibility day by day. Micro managed beyond your wildest belief while the company itself lacks integrity which trickles from top down. The level of customer satisfaction/service is less than 0. each day you will leave with less than a sense of fulfillment in regards to helping customers. There is no urgency in assisting client base. 

What is the best part of working at the company?
helping customers understand the FPC and why we placed on their mortgage.
also making them feel comfortable in knowing if they have had insurance we overnight there payback from the banks that FPC.

What is the most stressful part about working at the company?
when you have team members who don't know how to explain the coverage and how it works to best serve our customers.

What is the work environment and culture like at the company?
Team players and all of the company understand what we need to do so working together is the work environment 

What is a typical day like for you at the company?
inbound calls and outbound call 100-200 daliy as well as call backs.

Top Job Titles	Average Salary
Call center representative 2 salaries reported	$17.00 per hour
Customer service representative 13 salaries reported	$16.98 per hour
System engineer 42 salaries reported	$87,143 per year
Quality control associate 1 salary reported	$16.50 per hour
Office manager 26 salaries reported	$26.00 per hour

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