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AVP - Customer Operations

Company: PRA Group
Location: Birmingham
Posted on: January 15, 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: Responsible for the overall management of collection activities for assigned teams, which includes continuous professional and technical development of managers and collection representatives. Responsible for analyzing and improving the performance of assigned teams by coaching managers in effectively driving team productivity, performance and compliance. Assists in the identification of improvement opportunities, development and implementation of company/site initiatives and strategic plans. Key metrics are improving Team Manager and representatives NNP$/Whr and Compliance while minimizing discounting with the goal of establishing affordable plans for customers that don---t break.Key Responsibilities (other duties may be assigned):Productivity and Staffing ManagementMaintains productivity standards by examining daily workload volumes, prioritizing work efforts and developing timely and accurate forecasts for assigned teamsReviews and analyzes data and monthly scorecard metrics to improve performanceIdentifies causes of performance deficiencies within the site and executes performance improvement plansAnalyzes site data to identify training needs, potential lost revenue and other areas of improvement; partners with the training department as neededImplements approved staffing plan for siteWorks with site leader to support site level strategy through alignment of programs and initiatives and assisting with related implementation and executionHolds managers accountable for individual and team performance and improvementPerforms other projects or special assignments as neededCoaching and People ManagementDrives effective, compliant collection activities through coaching and development of managersMaintains desired employee retention levels through employee development and engagementResponsible for the effective use of monetary funds and other incentives that are used to engage and motivate employees; may assist in the development and implementation of site wide contests and incentivesDirects, guides and influences staff through effective communication, email messages, team meetings and classroom trainingResponsible for identifying technical and professional development needs and upskilling managers on effective coaching, employee development and the utilization of metrics, tools and systems to drive performanceInterviews applicants, makes hiring recommendations, conducts formal and informal training, initiates and/or approves recommendations regarding performance ratings, promotions and salary changes, monitors leave and worked hours for non-exempt and exempt employees and facilitates employee discharge meetings with Human ResourcesPrepares, documents and delivers performance reviews for assigned managers; completes and administers disciplinary actions to managers as neededResponsible for guiding managers with resolving complaints/problems that arise within the office or with a customer; Addresses escalated complaints that managers are unable to resolveCompliance ManagementEnsures all reporting managers complete monthly compliance and performance deliverablesEngages in regular calibration meetings with Compliance department to ensure consistent application of compliant practices within organizational responsibilityPromotes customer service, ethical standards and exceptional business practicesEnsures company policies and procedures are enforced accurately, timely and consistentlyResponds to and remediates for any audit findingsResponsible for ensuring compliance with applicable laws, regulations, and company policies across areas of organizational responsibility; Works directly with the compliance department as neededSupervisory Responsibilities: Responsible for the overall direction, development, coordination, and evaluation of 6-8 management level employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Participates in interview process and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.Professional Experience/Qualifications: Bachelor---s Degree or equivalent combination of education and experience1 years of recent experience in the debt collection or similar industry5 years of supervisory experience preferredExcellent understanding and application of applicable elements of Fair Debt Collection Practices (FDCPA) and Fair Credit Reporting Act (FCRA)Excellent written and verbal communication skills, as well as, interpersonal and customer service skillsBasic Microsoft Office skills including Word, Excel and PowerPointAbility to engage with stakeholders at multiple levelsAbility to identify areas of improvement, organize, collect and analyze data and make recommendations for improvementAbility to manage account settlementsAbility to meet desired monthly performance goalsWork Environment: The noise level in the work environment is usually moderate as the employee works in a call center, in an individual workstation, 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.Full time

Keywords: PRA Group, Birmingham , AVP - Customer Operations, Other , Birmingham, Alabama

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