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Customer Solutions Associate

4 months ago

Norfolk, United States PRA Group Full time

We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy.

Position Summary:

****Must be available to work days, nights and weekends****

Starting Pay Rate - $18/hr. plus opportunity for monthly incentive compensation.

Works with customers to assess customer needs to determine and implement individualized account resolution. Appropriately responds to customer service inquires in a manner that promotes a positive Company brand. Complies with all aspects of the Fair Debt Collection Practices Act (FDCPA), other regulatory requirements and company policies and procedures.
*Must be available to work days, nights and weekends*

Starting Pay Rate - $18/hr. plus opportunity for monthly incentive compensation.

**This position is working onsite at our Norfolk, VA Location**

Key Responsibilities (other duties may be assigned):

Core Collections:

  • Works with customer to create affordable plans
  • Request's debit or ACH information to secure plans
  • Modifies plans as requested by customers
  • Takes appropriate action if customer disputes the account(s)
  • Listens for hardship cues in customer conversations and notes account appropriately
  • Update's customer account information including; telephone, mobile, address and email
  • Requests required letters to be mailed or emailed as appropriate to customers to notify of transfer of account, encourage payment of delinquent account or confirm agreements to settle account
  • Records information about financial status of the customer and status of collection efforts using automated collections software
  • Obtains and reviews appropriate correspondence and documents, both paper and electronic that pertain to the account
  • Establishes payment schedule, grants extensions of payment deadlines or temporary payment suspension
  • Settles accounts within limits authorized or obtains necessary information for supervisor to review/approve the settlement
  • Responsible for ensuring compliance with applicable laws, regulations, and company policies across areas of organizational responsibility
  • Completes all required compliance or other training
Peer Coaching and Development
  • Provides signoffs/acknowledgements for payment plans established by peers when needed
  • Provides developmental support in new hire onboarding through peer-to-peer mentoring and sharing best practices
Professional Experience & Qualifications:
  • High School Diploma or equivalent
  • 1+ years of recent, consecutive work history and/or employment preferred
  • Familiarity with the Fair Debt Collection Practices Act (FDCPA), Fair Credit Reporting Act (FCRA) and all other federal and state laws and regulations related collections preferred
  • Excellent verbal communication and customer service skills
  • Ability to complete required company trainings


Work Environment:

Work is performed in an office environment with telephones, personal computers, and printers. The office environment is an open workspace with individual workstations. The noise level of the environment is usually moderate. This position is a sedentary position with seldom to occasional lifting of less than 11 pounds; requires frequent lifting of less than 1 pound; and may require standing less than or equal to 1/3 of the day.

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

All qualified applicants will receive consideration for employment regardless of age, race, color, sex, gender, religion, national origin, physical or mental disability, citizenship, or any other classes recognized by state or local law or any other characteristic protected under applicable federal, state or local law. We are a drug free workplace.