Customer Solutions Manager

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

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.