Customer Solutions Associates - Bilingual (Spanish)

PRA Group • North Richland Hills, TX

5d • Onsite

About The Position

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: 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. This position operations on a rotating schedule designed to support business coverage needs. The schedule follows a six-week rotation that includes a mix of early, mid, and late shifts. Candidates must have availability Monday through Friday until 10:00PM and availability on Saturdays from 7:00AM to 4:00PM. During any given rotation period, candidates should expect: -up to two weekday evening shifts ending at 10:00PM -up to two weekday shifts ending at 6:00PM Day shifts from 7:00AM to 4:00PM on weekdays and rotational Saturdays Assigned schedules will be provided in onboarding.

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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees