Success doesn’t happen by chance—it’s built through preparation, adaptability, and a commitment to growth. At NSB, we’ve designed a culture where learning is at the heart of everything we do. With our NSBU program, we equip our team with the skills and knowledge they need to thrive in a fast-changing industry.
Our philosophy is simple: If we get it right with our team, they’ll get it right with our clients. By investing in our people, we ensure superior results, lasting client relationships, and the ability to tackle even the toughest challenges.
Employee growth at NSB starts with NSBU (NSB University), our forward-thinking training initiative designed to prepare the NSB Team for the demands of a dynamic industry. By combining efficient onboarding with a focus on retention, NSBU ensures all employees are ready to tackle evolving challenges while consistently delivering value to clients.
The 12-Week Training Journey:
Our Training Department and Collections Management team work collaboratively to ensure NSBU remains not just a starting point for new hires but an ongoing resource for professional growth. This focus on relevance and adaptability extends beyond initial training, shaping every aspect of how we develop expertise and equip our team to excel.
“During my remote training with Jake, Katie, and Kim, they made me feel comfortable and part of this team from Day 1. Anytime I had issues navigating my computer screen, they immediately hopped on my system to assist. I also enjoyed doing the kahoots together with my class. It allowed everyone to open up, have some fun, and engage in the training.” – Kristi S., Collections Agent at NSB
With NSBU, training doesn’t stop after 12 weeks—it evolves alongside industry demands and incorporates tools, certifications, and skills that set our team apart.
NSBU’s training program equips employees with the tools and knowledge needed to succeed while consistently delivering results for clients. Key components of the program include:
Clear and consistent policies are the foundation of any successful organization. At NSB, we ensure all employees are thoroughly trained on our internal standards to align their work with the company’s goals and values. From day one, team members learn the frameworks and processes that guide their decisions, helping them deliver consistent and exceptional results.
Adapting to the evolving demands of a remote work environment requires fluency in modern tools. NSB equips the team with the skills to use platforms like Teams, VPNs, and screen monitoring software effectively. This training ensures secure communication, seamless collaboration, and efficient workflows, whether employees are working in-office or remotely.
Navigating the legal complexities of debt recovery is no small task. To stay ahead, our team participates in regular workshops and earns certifications to ensure full compliance with industry standards and regulations. Management and leadership also monitor changes in laws and trends, updating processes and manuals as needed to keep our team well-informed and legally prepared.
Effective communication is at the heart of successful debt recovery. Our training hones team members' customer service and negotiation skills, enabling them to resolve issues professionally and empathetically. These skills not only drive better outcomes for clients but also foster strong relationships built on trust and mutual respect.
“I work with collectors on a daily basis in a way that gives them on the spot feedback where learning opportunities are retained best – I work with both new and experienced collectors. I am working with a new hire now who has many years of experience, and because I am able to live listen, I give her coaching opportunities. Because of this she has be able to change her talk off to better fit our business and she got 2 new money payments” – Katie M., Training Manager at NSB
Learning doesn’t end after initial training at NSB. Weekly quizzes, customized job tools, and training videos provide continual reinforcement of key competencies. This ongoing development ensures our team remains sharp, adaptable, and ready to tackle any challenge with confidence.
All collectors complete FDCPA onboarding certification, annual cybersecurity training, and advanced certifications like CSRP (Certified Subrogation Recovery Professional) for senior team members. These certifications, combined with NSBU’s comprehensive training framework, do more than prepare our team—they drive measurable results.
The impact of this investment in training extends beyond individual growth, translating directly into better outcomes for clients and a stronger, more adaptable organization.
Investing in employee development directly benefits our clients by:
"I believe the best skill I got from working in NSB is the ability to negotiate. This skill is not something you can get from a book; you acquire it by talking to people, taking risks and failing until you finally get your pace going. That will get your confidence up to continue even if the times are rough. NSB allowed me to take my own chances and be creative so I feel thankful for that." - Fernando, Collections Agent at NSB
We’re continually evolving our training programs to ensure they meet the demands of a changing industry. Here’s what’s next for NSBU:
Our commitment to growth is unwavering, driven by a desire to empower our employees and deliver exceptional service to our clients.
Continuous learning drives NSB’s success, fostering a culture of excellence that benefits both employees and clients. By prioritizing innovative training, we empower our team to exceed expectations while delivering exceptional outcomes for our clients.