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Legal - Operations Manager

Company: PRA Group, Inc.
Location: Hampton
Posted on: May 3, 2021

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: Directs and coordinates activities of team members engaged in collecting charged off accounts of customers by performing the following duties. Key Responsibilities (other duties may be assigned): Maintains performance records/reports of team; Monitors call performance of team members against standards; Reviews reports to ascertain status of collections and balances outstanding and to evaluate effectiveness of current collection policies and procedures Identifies team members who require training in advanced topics or remedial training; Receives input from Quality Control and Training Department; Coaches/mentors team members using data received from variety of sources. Transfers team members to retraining spine as required with appropriate documentation on performance weakness and strengths Reviews requests from team members to settle accounts and may approve, refer or reject settlement proposals as appropriate. Monitors direct check payment base to ensure customers make company established minimum payments or approve deviations from standard terms of payment; Coordinates with Accounting as required on the status of payments Conducts performance counseling and coaching on a periodic basis with team members, which includes conducting performance reviews and making recommendations for salary changes. Establishes and maintains an environment that encourages team work, exceptional performance and ethical behavior. Ensures information flows up and down the management chain Maintains appropriate staffing levels in accordance with company policies on flexible scheduling; Maintains/updates time and attendance information, approves paid time off and administers verbal and written corrective action to correct inappropriate behavior and/or conduct Participates in all required training such as, but not limited to, automation and telephone systems, Fair Debt Collection Practices Act/Fair Credit Reporting Act (FDCPA/FCRA) and other collections procedures and regulations. Identifies violations of FDCPA/FCRA and/or other company policies/practices and keeps supervisor aware of potential acts that may result in litigation against the company; Responsible for ensuring compliance with applicable laws, regulations and company policies across areas of organizational responsibility Prepares and documents annual merit reviews, change of status reports and disciplinary actions; May recommend discharge of employee and participate in discharge meetings as needed Responsible for submitting balance adjustment requests, fulfilling manual letter requests, updating the status of accounts, emailing the pre-judgment and post-judgment group regarding legal action required on specific accounts, updating the settlement allowance on specific accounts and researching legal documents to determine proper amounts due and to help with proper account and customer resolution resulting in a positive customer experience Supervisory Responsibilities: Responsible for the overall direction, coordination, and evaluation of about 14 collection employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include participating in interview process, training employees, planning, assigning and directing work, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems. Professional Experience/Qualifications: High School Diploma or G.E.D required 3+ years of experience in a high-volume collection agency; recent debt collection servicing experience preferred 3+ years supervisory experience preferred Litigation collection experience preferred Demonstrated ability to meet personal collection/recovery goals; Current employees must have a Life-to-Date (LTD) recovery rate of 90% and a consistent monthly recovery rate of at least 70% prior to promotion Excellent understanding of and ability to comply with Fair Debt Collection Practices (FDCPA), Fair Credit Reporting Act (FCRA) and other company policies Ability to define problems, organize and collect data, establish facts and draw valid conclusions 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 designed for prolonged sitting, 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.

Keywords: PRA Group, Inc., Hampton , Legal - Operations Manager, Other , Hampton, Virginia

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