Manager, Operations Disputes

Manager, Operations Disputes

Pra Group





Manager, Operations Disputes

Details of the offer

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:

Position Summary:

Directs and coordinates activities of team members engaged in the receipt, investigation and resolution of customer disputes with regards to charged off accounts.

KeyResponsibilities(other duties may be assigned):

Staff Oversight:Monitor performance of team members against standards by reviewing a minimum number of call evaluations and performing a minimum number of account audits monthly; coach/mentor team members using data received from variety of sources. Maintain performance records/reports of team. Review reports to ascertain productivity status and to evaluate effectiveness of current policies and procedures. Identify and recommend team members who require training in advanced topics or remedial training with appropriate documentation on performance weakness and strengths. Prepare monthly scorecards and annual reviews, making recommendations for salary changes; prepare change of status reports for employees assigned to department; prepare and document disciplinary actions. Conduct performance counseling and coaching on a periodic basis with team members. Maintain/update time and attendance information in automated software; approve paid time off in accordance with company policies; approve hours worked for payroll of team members. Administer verbal and written counseling to correct inappropriate behavior and conduct. Actively participate with Human Resources in all levels of the talent acquisition and management process; submit necessary paperwork (electronic or physical) to grant and/or remove access for all newly hired or recently separated employees.

Workload Support and Reporting:Perform or assist staff in performing department duties as required dependent upon workload; maintain appropriate staffing levels for team and in compliance with company policies. Publish weekly management status report of work accomplished and tasks still outstanding for month. Review reports to ascertain productivity status and to evaluate effectiveness of current policies and procedures.

Regulatory and Company Policy Compliance:Participate in all required training and ensure compliance with training and regulatory requirements across areas of organizational responsibility. 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. Ensure that team members follow all outlined procedures, verifying and updating account information, properly coding accounts, responding to correspondence and preparing documents. Work with Human Resources to adhere to and administer all company policies, including the Corrective Action and Progressive Discipline Policy.

General:Supervise customer complaints and/or escalated concerns, attempting to resolve at first notice when possible. Exhibit effective verbal and written communication skills to ensure flow of information up and down the chain of authority. Establish and maintain an environment that encourages team work and individual efforts and ethical behavior. Maintain a professional demeanor with employees, visitors, guests and vendors.

Supervisory Responsibilities:

Responsible for the overall direction, coordination, and evaluation of this unit. Supervises a team of non-supervisory, non-exempt employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include participating in interview process and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.


High School Diploma or G.E.D required

3-5 years experience in a high volume collection agency position with at least 3 years supervisory experience preferred; one year experience with a similar type of debt collection servicing company immediately prior to joining our company and have supervised collection representatives.

Requires proficiency with Microsoft Windows and proficiency with Microsoft office.

Requires proficiency in understanding and applying applicable elements of Fair Debt Collection Practices (FDCPA) and Fair Credit Reporting Act (FCRA) for tasks performed.

Able to define problems, organize and collect data, establish facts and draw valid conclusions.

Internal candidates must also possess:

Have a current LTD recovery rate of at least 90% of personal recovery goals.

A minimum of 9 months continuous employment with our company.

Must have met monthly productivity goals a minimum of 90% of all months prior to being considered for promotion.

Have received no unsatisfactory disciplinary reviews within the previous 12 months.

Display and be in compliance with all company policies.

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.


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.

Source: Jobsxl




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