- Works with customer through the PRA website in attempt to determine reason for overdue payment, review terms of sales, service, or credit contract with customer; take appropriate action if customer disputes the account(s).
- Requests appropriate form letters to customers to notify of transfer of account to our company, encourage payment of delinquent accounts or confirm agreements to settle accounts.
- Records information about financial status of customer and status of collection efforts using automated collections software.
- Obtains and reviews appropriate correspondences and documents, both paper and electronic that pertain to the account.
- Works with customers directly when necessary to investigate and resolve questions, issues or complaints. Works with customers directly when necessary to investigate and resolve questions, issues associated with logging into
- Establishes payment schedule and grant extensions of payment deadline; determines interest to be charged on overdue amount. If delegated settlement authority, settle account within limits authorized; otherwise, obtain necessary information and confer with supervisor.
- Bachelor's Degree preferred or the equivalent amount of related experience required.
- A minimum of 3 - 5 years customer service experience
- Familiarity with Fair Debt Collection Practices Act and Fair Credit Reporting Act.
- Strong customer focus with excellent problem-solving skills.
- Excellent writing and oral communication skills.
- Excellent organizational skills.
- Ability to handle multiple tasks efficiently.
- Works independently with little supervision.
- Highly motivated to learn new tasks and to take initiative in developing solutions.
- A minimum of 1-2-year continuous employment with Digital Operations.
- Top Performer in 18 Month look-back for quality and production.
- Must have excellent CQM and Department quality results (single digit CQM error rates and/or 80% or higher for Department scores) in the prior 18 months to being considered for promotion.
- Must have met monthly productivity goals a minimum of 70% for all months prior to being considered for promotion.
- Must display the PRA C.A.R.E.S. Values (Committed, Accountable, Respectful, Ethical and Successful).
- Have received no unsatisfactory disciplinary reviews within the previous 12 months prior to being considered for promotion.
- Display and be in compliance with all company policies.
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Digital Operations Agent - North Richland Hills, United States - PRA Group
Description
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:
Provides assistance to the Company's customers; communicates with customers and their representatives via chat and email; acts as an impartial mediator of consumer issue resolution. Provides assistance to the Company's customers logging in to the PRA customer payment portal ); communicates with customers and their representatives via chat and email to resolve the customer's login issue. Assists in securing payments from PRA Customers and assists customers with PRA's online payment system by performing the following duties.
As a tenured Agent within Digital Operations, the Senior Agent will remain in chat and email production fulfilling all the job responsibilities of an Agent, but will act as a secondary contact (Team Lead is the primary contact) to assist in answering questions and coaching agents on a daily basis.
Key Responsibilities (other duties may be assigned):
The noise level in the work environment is usually moderate as the employee works in an office environment, in an individual work station, using telephone and computer. Employee is required to work evenings and weekends as required. 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.
