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Call Center Vice President in North Richland Hills, TX at PRA Group

Date Posted: 9/17/2018

Job Snapshot

Job 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: 

Responsible for the overall management of collection activities within assigned area. Activities included policy recommendations, employee development, capacity planning, process design, budgeting, and strategic planning.
Key  Responsibilities (other duties may be assigned):

  • Exhibit and demonstrate a leadership role that promotes the company and adheres to the highest ethical standards and management philosophies.
  • Responsible for the overall collection goal by being knowledgeable and versed in current technology and actively versed in process design and innovation to improve current flows.
  • Examines daily workload volumes to prioritize work efforts.
  • Direct, guide and influence staff in handling all types of situations to determine the most effective method of operation.
  • Analyze MIS, review files, and work action to identify training issues, potential lost revenue and implement corrective action plans.
  • Interact with compliance to assure compliance of federal, state, and local regulations.
  • As applicable, conduct interviews of applicants, make hiring recommendations and conduct formal and informal training of employees, management, and new hires.
  • Initiate or approve recommendations regarding employment, performance ratings, promotions, salary changes, and terminations.
  • Performs other projects or special assignments as required.
  • Interview and select candidates for positions in department.
  • Prepare annual reviews; prepare change of status reports for employees assigned to department; prepare and document disciplinary actions; make recommendation concerning discharge of employees to AVP/Human Resources; conduct employee discharge meetings with Human Resources.
  • Responsible for leave approval of department employees and approving hours worked for payroll of hourly employees.

Supervisory Responsibilities:

  • Supervise assigned Directors of Operations.

Professional Experience/Qualifications:

  • Two years’ experience with a similar type of debt collection servicing company, in a similar capacity of senior level/executive management immediately prior to joining our company.
  • Must have at least seven years collection supervisory experience in a collection call center environment.
  • Have supervised mid-level management persons.
  • Held responsibility of daily operations within a collection call center utilizing blended collection call techniques (manual outbound, automated outbound, and inbound) with a minimum of 250 FTE.
  • Requires proficiency in understanding and applying applicable elements of Fair Debt Collection Practices (FDCPA) and Fair Credit Reporting Act (FCRA) for tasks performed.
  • Able to define problems, organize and collect data, establish facts and draw valid conclusions.
  • Apply common sense understanding and carry out instructions furnished in written, oral, or diagram form.
  • Able to resolve problems or situations using company or standardized procedures and policies, and comply with laws and regulations, such as the Fair Debt Collections and Practices Act (FDCPA) and Fair Credit Reporting Act (FCRA). 

Work Environment:

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 may be required to work evenings and weekends. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


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.


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