At Plaza Associates, we pride ourselves on having the best trained, most professional and most motivated staff in the industry. We ensure this through stringent hiring, focused and effective training, continual retraining and highly competitive employee compensation and benefit packages.

In the past, we were pleased to have an average staff tenure of 3 to 4 years. Today, our staff has an average tenure of 5 to 7 years, and many of our senior executives have been with Plaza Associates for their entire careers.

New Employees
In a constantly changing industry, we at Plaza Associates know that the key to success is comprehensive, current and continually updated training. Our newly hired account representatives begin their careers at Plaza in our special training environment, slowly mastering every aspect of the job under expert guidance and with state-of-the-art equipment and resources. Only after they have proven themselves fully capable are they allowed to work unsupervised on the collection floor.

Training
The Plaza Associates Training Department's mission is to ensure that a well-informed, prepared and motivated employee population can effectively perform company processes and practices.

The Training Department has various functions to support the operations of the company.

It provides:

  • New Hire Training for collections staff
  • A collections training unit dedicated to providing additional on-the-job training for those new employees who may not have an extensive collections background
  • Continuous education for all levels of staff
  • Production of training materials for new system processes and updates

All new employees who will be working in the collection operation as account representatives go through a three-week training program. Employees are first exposed to the controlled environment of our state-of-the-art training classroom, which provides a relatively stress-free atmosphere to acquire the core skills required to properly execute their jobs. These methods for instruction vary with the use of lectures, skill practice, videos, and the working of live accounts within a well-controlled and supervised atmosphere. Our trainees spend time on the collection floor as well, working in their designated units, gaining the practical experience they need to be successful once they graduate training.


Monitoring and Compliance
The Training Department also provides continuous reviews for each member of our collection staff by monitoring consumer collection calls. Once account representatives have been monitored, our staff reviews their progress in one-on-one sessions and provides feedback to enhance each representative's performance.

Our company strictly adheres to the Fair Debt Collection Practices Act (FDCPA). We provide study guides, review sessions, and annually test our employees to ensure they are fully versed in the rules and regulations that govern the industry and our company.

Multilingual Resources
Consumer demographics are constantly changing, and it is essential to have collection staff capable of communicating effectively and easily with those who speak mostly every relevant language. Such fluency makes a tremendous difference in the speed and efficiency with which we are able to collect for our clients. What's more, we are proud of the fact that our linguistic flexibility reflects a wide cultural diversity among our staff.

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