At NSB, some journeys are meant to come full circle. Michele’s story is one of them, and we’re so glad it brought her back to us. She first joined our team in 2005, stepping into a growing company with big goals and a close-knit, family feel. After taking time away to raise her family, Michele rejoined NSB in 2022, bringing not only her experience and heart, but also a one-of-a-kind knack for spotting opportunities others might miss. Her dedication, mentorship, and love for what she does continue to make a lasting impact across our team.
A Career That Came Full Circle
Michele began her NSB journey nearly two decades ago, eager to learn and grow in a company that felt like family. She quickly found herself stepping into leadership opportunities and even helped launch NSB’s first collections training manual.
“I loved that it was a small family run operation… I learned so much and was given so many opportunities for personal career growth.”
After leaving in 2008 to become a stay-at-home mom, she never forgot the impact NSB had on her. Years later, when her family made the cross-country move from Seattle to Florida, she was ready to return to the workforce—and couldn’t believe what she discovered.
“It was definitely meant to be… Even with the substantial growth the company still maintains its feel of being a small family run business.”
Coming back to NSB wasn’t just the ideal fit professionally—it was exactly what she had always hoped for.
“I had always said if I ever returned to work the only company I would want to work for was NSB.”
Practicing New Skills in the Office and at Home
Even with years of experience under her belt, Michele is the first to admit she’s always learning. One area she continues to focus on is talk-offs and negotiation. It’s a skill that doesn’t come naturally to her, but through practice, coaching, and a willingness to improve, she’s made real progress.
“I will be the first to say, I do not have the best talk off/negotiation skills. It is a skill that I work on and practice daily.”
With guidance from NSB’s management team, she’s developed new strategies that have not only helped her on the phones but also at home.
“I tend to be a bit ‘soft’ and flexible and have really had to implement some of the tools taught by our management team.”
“I am better at giving firm guidelines/deadlines and setting better boundaries, both on the phone with claimants and with my children at home!”
For Michele, the personal and professional growth go hand in hand. And that’s something she’s proud to carry into every part of her life.
Lifting Others: Mentorship Through Desk Coaching
As a seasoned team member, Michele brings more than just experience to the table. She takes pride in supporting her coworkers and helping them find their stride. Mentorship has become one of the most fulfilling parts of her role.
“One of my favorite things is digging into a co-worker’s desk to identify a couple of key areas that may be missing or need improvement.”
Whether it's organizing workflow, identifying money files, or finding the right balance between productivity and client expectations, Michele knows how to make things click for new team members.
“It’s been great to see someone who was struggling a bit at the 6-month mark consistently making commission just by shifting their focus for an hour a day.”
Helping others succeed has a ripple effect, and Michele’s willingness to share her insights makes the entire team stronger.
Turning Opportunity into Impact
One of Michele’s standout strengths is her unique ability to identify recovery potential. She has a sharp eye for where the money is and it shows in her results.
“I would like to think that my strange ability to ‘spot money’ has helped NSB increase their overall recoveries.”
She’s also quick to share ideas that could improve processes or uncover missed opportunities. And when she does, leadership listens.
“It’s been great to work for a company that actually takes those ideas and runs with them!”
Since returning to NSB, Michele has played a key role in supporting stronger client relationships and helping boost overall placements. Her contributions continue to drive meaningful outcomes for both the team and the business.
Staying Engaged, Even Remotely
Working from home hasn’t slowed Michele down one bit. She brings energy, positivity, and a sense of fun to the remote team every day.
“I’m definitely one of the silly gif people. In this industry, attitude and mentality is EVERYTHING.”
From posting something zany in the team chat to lightening the mood after a tough call, Michele knows that keeping spirits high makes a difference. Her enthusiasm helps the team stay connected and motivated, no matter where they’re working from.
Leading with Empathy, One Call at a Time
In collections, empathy is more than just a nice-to-have, but it is a vital part of the job. Michele brings that mindset into every conversation.
“We are literally the last people most want to hear from. Understanding that going into a call is extremely helpful.”
Her focus is always on helping people feel heard, supported, and less overwhelmed by the time the call ends.
“One of my absolute favorite things is when a claimant goes from feeling scared and overwhelmed to hopeful and empowered.”
By meeting people where they are and guiding them toward a solution, Michele turns difficult situations into positive outcomes.
Final Thoughts: A Return That Made a Difference
Michele’s return to NSB isn’t just a continuation of her career, but it’s a story of reinvestment, resilience, and reinvention. From building foundational tools years ago to mentoring the next generation and shaping the company’s recoveries today, her impact is felt across every layer of the organization.
Thank you, Michele, for bringing your energy, your empathy, and your incredible eye for opportunity. You help make NSB what it is: a place where people are valued, supported, and empowered to grow.