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Operations Coach in Jackson, TN at PRA Group

Date Posted: 6/25/2018

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: 



Coaches and develops individual team members in collecting charged off accounts of customers.Key  Responsibilities (other duties may be assigned): 



  • Monitor call performance of a minimum of three teams against standards concurrently; receive input from Quality Control and Training Department.
  • Review reports to ascertain status of collections and balances outstanding and to evaluate effectiveness of current collection policies and procedures
  • Identify team members who require training in advanced topics or remedial training; transfer team members to retraining spine as required with appropriate documentation on performance weakness and strengths.  Consult as necessary with Senior Operations Manager
  • Ensure that team members verify and update account information, properly doe accounts and prepare documents to transfer accounts
  • Review requests from team members to settle accounts; approve if within authority level; refer to next supervisory level if appropriate or reject the settlement proposal. Monitor direct check payment base to ensure customers make company established minimum payments or approve deviations from standard terms of payment.
  • Participate in performance counseling and coaching on a periodic basis with team members; establish and maintain an environment that encourages team work while contributing individual efforts and ethical behavior
  • Submit necessary codes to transfer account to legal collections if customer fails to respond.
  • Consult as necessary with Senior Operations Manager to recommend verbal and written counseling to correct inappropriate behavior and conduct.  
  • Participate in all required training for automation and telephone systems; Fair Debt Collection Practices Act/Fair Credit Reporting Act (FDCPA/FCRA); other legal aspects of collections procedures.  Identify violations of FDCPA/FCRA or other company policies and practices to keep supervisor advised of potential acts that may result in litigation against the company. Consult as necessary with Senior Operations Manager
  • Exhibit effective verbal and written communication skills to ensure flow of information up and down the chain of authority.  Maintain a professional demeanor with employees, visitors, guests and vendors.
  • Exhibit effective verbal and written communication skills to ensure flow of information up and down the chain of authority.  Maintain a professional demeanor with employees, visitors, guests and vendors.
  • Responsible for ensuring compliance with applicable laws, regulations and company policies across areas of organizational responsibility.
  • Responsible for ensuring compliance with applicable laws, regulations and company policies across areas of organizational responsibility.

Professional Experience/Qualifications:

  • High School Diploma
  • Three to six months of related experience and/or training; or equivalent combination education and experience.
  • Leadership skills: Problem solving, Customer Service, Quality Management
  • Computer proficiency
  • Time-management skills

Work Environment:


The noise level in the work environment is usually moderate as the employee works in a call center, 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.

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