Customer Solutions Associate - Bilingual (Spanish)

Join PRA Group

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

Work 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.

This position operates 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.

Key Responsibilities

Core Collections:

• Works with customer to create affordable payment plans
• Requests 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
• Updates 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
• Overall fluency in both English and Spanish languages.
• 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

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.