Apply on Employer Site

PRA Group (Nasdaq: PRAA) · 1 week ago

Customer Solutions Manager - Bilingual (Spanish)

DFW Metroplex

Full-time

Onsite

Mid, Senior Level

3+ years exp

PRA Group is a diverse and growing company that impacts the global economy. They are seeking a Customer Solutions Manager to direct and coordinate team activities engaged in collecting charged off customer accounts, ensuring productivity and regulatory compliance while maximizing team performance through coaching and development.

BankingConsultingConsumer LendingFinanceFinancial ServicesGovernmentInformation TechnologyLegal

No H1B

Hiring Manager

Stephannee Payne

Responsibilities

Directs and coordinates activities of team members engaged in collecting charged off customer accounts

Drives productivity and generates revenue through continuous coaching and development of team members

Responsible for regulatory compliance and company policy enforcement

Maintains productivity standards by examining daily workload volumes, prioritizing work efforts, and developing timely and accurate forecasts

Identifies causes of performance deficiencies within team and executes improvement plans

Analyzes team data to identify training needs, potential revenue loss and other areas of improvement including screen enhancements and new tools to help representatives be more productive

Responsible for maximizing staffing levels that are consistent with company policies related to flexible scheduling, paid time off requests and make up time

Maintains performance records/reports for team and individual performance and holds team members accountable for individual performance and improvement

Maximizes the performance of Collectors through actively identifying development needs and deploying the appropriate coaching technique

Drives effective, compliant collection activities through monitoring, and developing team members

Maintains desired employee retention levels through employee development and engagement

Responsible for assisting with the execution of contests and incentives

Directs, guides and influences staff through effective communication, email messages, team meetings and classroom training

Conducts formal and informal training, initiates recommendation regarding promotions and salary changes, monitors leave and worked hours for non-exempt employees and facilitates employee discharge meetings with Human Resources; may be asked to interview potential candidates and make recommendations for hire

Prepares, documents, and delivers performance reviews for assigned team members; completes and administers disciplinary actions to team members as needed

Responsible for guiding team members with customer complaints/problems that arise; addresses escalated complaints that team members are unable to resolve

Reviews requests from team members to settle accounts; refer settlements outside of given authority to next supervisory level if appropriate or reject the settlement proposal

Establishes and maintains an environment that encourages teamwork and individual efforts

Promotes site-wide team collaboration and models exemplary internal and external customer service

Champions and actively participates in company initiatives and processes; change events, volunteer events, diversity equity and inclusion initiatives, engagement activities

Monitors team member call performance against standards; receives input from Quality Control, Training Department and Site Leadership

Responsible for completing required call evaluations within required timeframes; ensures team members acknowledge call compliance and performance evaluations within a timely manner

Identifies violations of regulatory or other company policies; conducts retraining or disciplinary requirements as consistent with company policy; notifies leadership of acts that may result in litigation and works directly with the compliance department as needed

Engages in regular calibration with site management to ensure consistent application of compliant practices within organizational responsibility

Promotes customer service, ethical standards, and exceptional business practices

Ensures company policies and procedures are enforced accurately, timely and consistently

Responds to and remediates for any audit findings

Responsible for the overall direction, coordination, and evaluation of full-time equivalent, non–exempt employees

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws

May participate in interview processes; training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

Qualification

Debt Collection ExperienceSupervisory ExperienceFair Debt Collection PracticesCustomer Service SkillsBilingual (Spanish)Data AnalysisCommunication SkillsInterpersonal SkillsProblem Solving

Required

High School Diploma or equivalent

3+ years of experience in the debt collection or similar industry and/or 3+ years supervisory experience preferred

May be requested to obtain and maintain state required licensing

Proficient understanding and application of elements of Fair Debt Collection Practices (FDCPA) and Fair Credit Reporting Act (FCRA)

Excellent written and verbal communication skills, as well as interpersonal and customer service skills

Ability to identify problems, organize, collect, and analyze data and make recommendations for improvement

Company

PRA Group (Nasdaq: PRAA)

Glassdoor3.4

As a global leader in acquiring and collecting nonperforming loans, PRA Group returns capital to banks and other creditors to help expand financial services for consumers.

Founded in 1996

Norfolk, Virginia, USA

1001-5000 employees