At NSB, the strength of our team lies in individuals like Katie, who embrace opportunities for growth, lead by example, and drive meaningful change. Katie’s journey is a testament to her dedication, adaptability, and commitment to fostering collaboration. From developing impactful training materials to supporting the operations team, Katie’s contributions are shaping the future of NSB.
Mastering Communication and Training: Katie’s Growth at NSB
Since joining NSB, Katie has honed her ability to communicate effectively, particularly in training new and experienced collectors. This skill has not only improved her own performance but also elevated the entire team’s capabilities.
“One of the most important skills I’ve developed is how to create and communicate training effectively. It’s been incredibly rewarding to see collectors apply what they’ve learned, improve their skills, and achieve measurable success.”
Katie’s efforts to create training videos—covering both system processes and core collection techniques—have addressed a long-standing need and provided a resource that continues to yield results.
On-the-Spot Feedback and Measurable Results
Katie’s approach to mentoring collectors is rooted in real-time feedback, which she delivers through live listening and coaching opportunities.
“By listening live and offering immediate feedback, I can help collectors adjust their approaches in the moment. Recently, I worked with a new hire who already had years of experience. Through coaching, she was able to adapt her talk-offs to better align with our business, which led to two new money payments.”
This hands-on guidance not only enhances individual performance but also strengthens the department as a whole.
Taking Initiative and Expanding Leadership Skills
Katie’s leadership extends beyond training. She has stepped up to assist the operations manager with tasks like computer setup, remote hire equipment management, and system troubleshooting.
“Helping with operations tasks has been a great learning experience. Overseeing equipment for remote hires has improved my time management and organizational skills, which are essential for problem-solving in a fast-paced environment.”
By proactively taking on responsibilities outside her role, Katie has developed critical leadership skills that align with her career aspirations.
Contributions That Drive Team Success
Katie’s training materials have become an integral part of NSB’s success. What started as a challenging initiative has turned into a cornerstone of the company’s development efforts.
“The training videos were a project that had stalled for some time. I took ownership of it—researching the right tools, formatting the content, and ensuring the videos met our team’s needs. Now, they’re a key resource for onboarding and ongoing development.”
Her work has improved not only the training process but also the overall efficiency and confidence of the team.
Looking Ahead: Katie’s Vision for Growth
Katie’s commitment to personal and professional growth is clear. Her aspirations align with NSB’s mission of continuous improvement and innovation.
“I’d like to transition more into the operations side of the business while continuing to enhance and modernize the training program. Having experience in many areas helps me see the bigger picture, and that’s what I love most.”
With a passion for progress and a drive to explore new opportunities, Katie’s future at NSB is bright.
Katie’s Impact at NSB
Katie’s journey at NSB highlights the power of initiative, mentorship, and a collaborative spirit. Her contributions—ranging from innovative training materials to operational support—are a testament to her commitment to excellence.
Thank you, Katie, for all of your hard work, leadership, and vision for the future. Your work continues to make a lasting impact on NSB’s team and success!