PRA Group (Nasdaq: PRAA)
Customer Solutions Manager - Bilingual (Spanish)
PRA Group (Nasdaq: PRAA), North Richland Hills, Texas, United States, 76180
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
Carrying 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
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
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.
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. With thousands of employees worldwide, PRA Group companies collaborate with customers to help them resolve their debt. For more information, please visit www.pragroup.com.
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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
Carrying 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
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
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.
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. With thousands of employees worldwide, PRA Group companies collaborate with customers to help them resolve their debt. For more information, please visit www.pragroup.com.
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