Digital Operations Agent

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 assistance to the Company’s customers; communicates with customers and their representatives via chat and email; acts as an impartial mediator of consumer issue resolution. Provides assistance to the Company’s customers logging in to the PRA customer payment portal (PRAPay.com); communicates with customers and their representatives via chat and email to resolve the customer’s login issue. Assists in securing payments from PRA Customers and assists customers with PRA’s online payment system by performing the following duties. Key Responsibilities (other duties may be assigned): Comply with all aspects of the Fair Debt Collection Practices Act (FDCPA), company policies and procedures Confer with customer through the PRA website in attempt to determine reason for overdue payment, review terms of sales, service, or credit contract with customer; take appropriate action if customer disputes the account(s). Request appropriate form letters to customers to notify of transfer of account to our company, encourage payment of delinquent accounts or confirm agreements to settle accounts. Record information about financial status of customer and status of collection efforts using automated collections software. Obtain and review appropriate correspondence and documents, both paper and electronic that pertain to the account. Works with customers directly when necessary to investigate and resolve questions, issues or complaints. Works with customers directly when necessary to investigate and resolve questions, issues associated with logging into PRAPay.com. Establish payment schedule and grant extensions of payment deadline; determine interest to be charged on overdue amount. If delegated settlement authority, settle account within limits authorized; otherwise, obtain necessary information and confer with supervisor. Professional Experience/Qualifications: Bachelor’s Degree preferred or the equivalent amount of related experience required. A minimum of 3 - 5 years customer service experience Familiarity with Fair Debt Collection Practices Act and Fair Credit Reporting Act. Strong customer focus with excellent problem solving skills. Excellent writing and oral communication skills. Excellent organizational skills. Ability to handle multiple tasks efficiently. Works independently with little supervision. Highly motivated to learn new tasks and to take initiative in developing solutions. 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. 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. To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. As a global leader in acquiring and collecting nonperforming loans, PRA Group returns capital to banks and other creditors to help expand financial services for consumers. With thousands of employees worldwide, PRA Group companies collaborate with customers to help them resolve their debt. For more information, please visit www.pragroup.com.