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Customer Solutions Associate

1 month ago

North Richland Hills, Texas, United States PRA Group, Inc. Full time
Job Summary:

We are seeking a highly skilled Customer Solutions Associate to join our team at PRA Group, Inc. As a key member of our customer service team, you will be responsible for working with customers to assess their needs and determine individualized account resolution. You will also be responsible for responding to customer inquiries in a manner that promotes a positive company brand and complies with all aspects of the Fair Debt Collection Practices Act (FDCPA), other regulatory requirements, and company policies and procedures.

Key Responsibilities:
  • Work with customers to create affordable plans
  • Request debit or ACH information to secure plans
  • Modify plans as requested by customers
  • Take appropriate action if customer disputes the account(s)
  • Listen for hardship cues in customer conversations and note account appropriately
  • Update customer account information, including telephone, mobile, address, and email
  • Request 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
  • Record information about financial status of the customer and status of collection efforts using automated collections software
  • Obtain and review appropriate correspondence and documents, both paper and electronic, that pertain to the account
  • Establish payment schedule, grant extensions of payment deadlines, or temporary payment suspension
  • Settle accounts within limits authorized or obtain necessary information for supervisor to review/approve the settlement
  • Ensure compliance with applicable laws, regulations, and company policies across areas of organizational responsibility
  • Complete all required compliance or other training

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 to 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.