Customer Solutions Associate

4 days ago

North Richland Hills, Texas, United States PRA Group Full time

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

Position Summary:

*Must be available to work flexible hours, including days, nights, and weekends*

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

Key Responsibilities:

  • Works with customers to assess their financial needs and develop individualized account resolution plans.
  • Responds to customer inquiries in a manner that promotes a positive company brand and adheres to all aspects of the Fair Debt Collection Practices Act (FDCPA), other regulatory requirements, and company policies and procedures.
  • Core Collections:
    • Creates affordable payment plans with customers.
    • Requests debit or ACH information to secure payment plans.
    • Modifies payment plans as requested by customers.
    • Takes appropriate action if customers dispute their accounts.
    • Lists for financial hardship cues in customer conversations and notes account information accordingly.
    • Updates customer account information, including telephone, mobile, address, and email.
    • Requests required letters to be mailed or emailed to customers to notify of account transfers, encourage payment of delinquent accounts, or confirm settlement agreements.
    • Records information about customers' financial status and collection efforts using automated collections software.
    • Obtains and reviews relevant correspondence and documents, both paper and electronic, related to customer accounts.
    • Establishes payment schedules, grants extensions of payment deadlines, or temporarily suspends payments.
    • Settles accounts within authorized limits or obtains necessary information for supervisor review and approval.
    • Ensures 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 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.

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