Job details

Customer Solutions Manager - job 2 of 2

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:

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.

Key Responsibilities

Productivity and Staffing Management

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

Coaching and People Management

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

Compliance Management

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

Supervisory Responsibilities:

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.

Professional Experience & Qualifications:

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

Work Environment:

The noise level in the work environment is usually moderate as the employee works in a call center, in an individual workstation, using telephone, headset and computer. Employee may be required to work evenings and weekends. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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.

By PRA Group

Our Mission To deliver nonperforming loan solutions that drive success through a long-term focus and customer care. Our Vision To be the trusted leader, changing the world's perception of the nonperforming loan industry. Our Core Values All empl...

11 jobs

MATCH

Calculating your matching score...

FUNDING

Public

INDUSTRY

Debt Relief

TEAM SIZE

1001-5000

LOCATION

Hybrid, based in Norfolk, VA

DATE POSTED