Customer Service Representative, Bankruptcy

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 customer service through inbound and outbound phone communications and assists customers in establishing payment agreements on delinquent debt.

Key Responsibilities (other duties may be assigned) :

Complies with all aspects of the Fair Debt Collection Practices Act (FDCPA), Bankruptcy Code, company policies and procedures

Receives inbound customer service calls and places outbound collection calls for accounts queued in the financial tracking system

Speaks with customers by phone in an attempt to determine reason for delinquency, reviews terms of sales, service or credit contract with customers, and negotiates payment plans and settlement agreements;

refers accounts to Senior Manager IVA if a customer issues a dispute or complaint.

Requests appropriate form letters be sent to customers to notify of transfer of account ownership and servicing, delinquency or established payment plans and settlement agreements

Processes repairable and total loss insurance claims as well as collateral trade-in agreements

Records information received from customers or information provided to customers, as well as collection attempts, discussions, actions taken, and any account activity, in the financial tracking system

Obtains and reviews appropriate correspondence and documents, both paper and electronic that pertain to the account

Coordinates collateral surrender, redemption and reinstatement with customers, negotiates collateral release agreements with impound / tow companies and submits qualified delinquent accounts to the Skip Trace Department to review for repossession

Professional Experience / Qualifications :

High school diploma or general education degree (GED)

1+ years of related experience or equivalent combination of education and experience

Must complete approved company training, complete an FDCPA course and pass an FDCPA test in order to obtain a Collection Specialist Certification.

Ability to read and comprehend simple instructions, short correspondence and memos, and prepare simple correspondence.

Must have excellent negotiation and problem solving skills, be able to effectively present information via telephone to customers, and accurately type and enter information into a computer database.

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals, as well as understand computation of interest rates and explain to customers.

Ability to understand written and oral instructions and apply standard procedures and policies when communicating with customers.

Work Environment :

Work is performed in an office environment with telephones, personal computers, and printers. The office environment is an open workspace with individual workstations.

The noise level of the environment is usually moderate. This position is a sedentary position with seldom to occasional lifting of less than 11 pounds;

requires frequent lifting of less than 1 pound; and may require standing less than or equal to 1 / 3 of the day.

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.