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Complaints Analyst in Norfolk, VA at PRA Group

Date Posted: 8/25/2018

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: 



The Complaint Analyst is responsible for reviewing and investigating complaints initiated by customers and oversees the complaint response process to facilitate timely resolutions and responses. The Complaint Analyst works within the guidelines of the PRA complaint procedures to ensure compliance with Consumer Financial Protection Bureau (CFPB), Fair Debt Collections Practices Act (FDCPA) and other applicable regulatory guidelines as they relate to complaint handling processes.
  • Conducts complaint investigations and associated tasks to ensure complaint investigations are thorough, investigation conclusions are appropriate, appropriate procedures are followed and complaint investigations are conducted and closed in a timely manner. 
  • Reviews & identifies the root causes of complaints and works with the applicable operational departments such as: Quality Control and Operations to ensure an appropriate resolution.
  • Responds directly to customers when necessary to investigate and resolve complaints.
  • Completing day to day complaint handling operations as directed by Management. 
  • Assist in development of training materials and process enhancements related to complaints management 
  • Analyzes trends in consumer complaints and manages trending report for Management review and for historical performance
  • Manages process logging changes to business practices based on trending complaint data and summarizes this data for Management review
  • Works in accordance with company guiding principles, policies and procedures


Professional Experience/Qualifications:

  • Associates Degree or higher
  • 1-3 years Customer Service and Complaint handling experience
  • Proficiency with Microsoft Office business software and use of information databases
  • Proven ability to communicate effectively; orally and written
  • Service oriented attitude and ability to exercise sound business judgment
  • Ability to maintain confidentiality and discretion in business relationships
  • Proven ability to work and maintain a positive environment with peers, management and customers. 
  • 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


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.