Customer Solutions Associate - Onsite

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.

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

The budgeted starting pay for this position is $18.00 per hour.

Salary Range:

$16.88 - $25.34

PRA Group has an effective process for assessing market data and establishing ranges to ensure we remain competitive. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, specific working location and market position. This posted salary range is a good faith and reasonable estimate, and PRA Group reserves the right to adjust this range depending on the qualifications and location of the selected candidate. In addition to base salary, PRA may offer additional benefits to include performance based bonus programs and/or equity programs depending on the position. PRA offers paid time off, medical, dental, vision, 401k match, life insurance, and other benefits to assist with the physical and mental wellbeing of our employees.

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.

To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status.