Human Resource Management

OMS seeks to hire and retain highly qualified and motivated employees. Our recruiting program spans the country. Most new employees have significant prior experience in the accounts receivable management business. OMS conducts a thorough background check on each employee.

Being the “collection employer of choice” and offering a generous employee referral program helps us to build a committed, loyal staff. Ongoing training reinforces the high standard of ethical values that OMS considers to be the foundation of the company’s business culture. Each employee is encouraged to feel part of an extended family. OMS - and our clients - benefit from an exceptionally high employee retention rate.

Training and Development

OMS has an extensive multi-tiered in-house training program, nicknamed “Oxford University”, for all staff members, regardless of their position in the company’s organizational hierarchy. OMS’s employee education is singularly focused on training employees to solve problems and protect its clients’ interests with strict adherence to FDCPA guidelines. OMS has a zero tolerance policy on compliance issues.

OMS training programs cover several key areas including:

• Systems
• FDCPA/state compliance
• Payment resolution
• Conflict resolution
• Alternative payment methods
• Call monitoring, side by sides
• Performance measurement and documentation of the collections process
• Client specific training with focus on performance expectations and work standards
• Time management
• Quality standards

To ensure the most effective collections process, each collection team receives training designed specifically for each client’s portfolio. Collectors are required to pursue performance objectives set by each client. Collectors are incentivized to use the best tools to achieve the highest return at lowest risk. Supervisors continuously provide skills coaching to their teams. We rely heavily on performance measurement and analysis to ensure that our collection associates are operating efficiently and maximizing their effectiveness.