Customer Solutions Associate - Onsite

PRA Group • Norfolk, VA

6d • Onsite

About The Position

Works with customers to assess customer needs to determine and implement individualized account resolution. Appropriately responds to customer service inquiries 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.

Requirements

• 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
• Must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status.

Responsibilities

• 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
• 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

Benefits

• performance based bonus programs
• equity programs
• paid time off
• medical
• dental
• vision
• 401k match
• life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED