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Team Lead - Disputes Specialist in Norfolk, VA at PRA Group

Date Posted: 5/6/2018

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: 



Assists, provides direction and coordinates activities for team members of the Disputes department in the receipt, investigation and resolution of customer disputes and associated casework.Key Responsibilities (other duties may be assigned):

  • Daily Operations: Research disputed account issues. Act as key resource for Disputes Specialists to analyze and resolve questions.  Serve as subject matter expert and liaison for external departments on case-level questions.  Assist with performing User Acceptance Testing of system changes.  Assist with the review of training or procedure written documentation.  Perform assigned case reviews and assist with casework processing as needed.
  • Supervisory Assistance: Participates in and/or leads employee training including assisting Operations Manager with quality monitoring process. Monitor and provide coaching to team members, assisting in identifying team member skill development needs, providing daily feedback on progress. Onboard and Research escalated disputed issues, providing backup and support to Operations Manager as requested. Provide work assignment in the absence of Operations Manager.
  • Regulatory and Company Policy Compliance: Ensure compliance with training and regulatory requirements across areas of organizational responsibility. Identify violations of FDCPA, FCRA or other company policies and practices through call or case reviews.

Professional Experience/Qualifications:

  • High School Diploma or G.E.D required.
  • 2-3 years prior experience as a Disputes Specialist or in a related position in the financial services industry in the areas of:  collections, risk management, customer service, claims, compliance, audit or similar function.
  • Must have met monthly productivity and quality goals with no unsatisfactory disciplinary reviews within the previous 12 months.
  • Requires proficiency in understanding and applying applicable elements of regulations and Company policy for tasks performed.
  • Able to define problems, organize and collect data, establish facts and draw valid conclusions.
  • Able to act in a leadership role, providing appropriate guidance and direction to team.
  • Proficient at Microsoft Office, Word, Excel and Powerpoint.

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, headset 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.

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.