Customer Solutions Agent

PRA GROUP, INC.; Kilmarnock; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Hybrid working

Monthly bonus

Job summary

PRA Group (UK) Ltd is seeking a Customer Solutions Frontline Colleague in Scotland to support customers in managing difficult financial situations and work toward a debt-free future. The role is frontline in a busy call centre with a target-based environment and strong support network.

Hybrid working shifts are available between 8am-8pm Mon-Thu, 9am-5pm Fri, and 1 in 3 Saturdays (8am-2pm). A monthly top performance bonus of £500 is available.

Qualifications

• Excellent communication and empathy when handling difficult conversations.
• Ability to stay positive under pressure in target-based environment.
• Experience in customer service or contact centres is beneficial but not essential.

Responsibilities

• Handle inbound and outbound calls to customers.
• Assess individual situations and set up suitable payment plans.
• Manage conversations with empathy and professionalism.

Skills

Empathy

Communication

Resilience

Job description

Position Summary:

Customer Solutions Frontline Colleague (Debt Solutions & Collections Contact Centre) £26,000 + Monthly Bonus | Full-Time & Part-Time Available | Hybrid Working Shifts between 8am - 8pm Monday to Thursday, 9am - 5pm Friday & 1 in 3 Saturdays (8am - 2pm).

Are you a confident communicator who thrives on helping people find positive outcomes? Are you resilient and empathetic and able to handle challenging conversations? If so, join our Customer Solutions team at PRA Group, where you'll support our customers to manage difficult financial situations and work towards a debt-free future. This is a frontline call centre role where you'll be part of a busy, target-based environment, with an excellent support network and team. If you can stay positive under pressure and communicate with empathy, this could be the role for you.

What you'll do

• Engage with our customers on the phone (inbound & outbound)
• Ask questions to understand our customers' individual situations to work with them on setting up suitable payment plans that are tailored to their circumstances
• Handle difficult conversations with empathy and professionalism

What we're looking for

• Confidence in having human-to-human conversations
• A positive, resilient and 'best outcome'-focused attitude
• Previous contact centre experience in financial services collections is beneficial but not essential

Why join us?

• Our benefits (including available top performance monthly bonus of £500*) let you make & save money
• Our induction and ongoing training will help you be great in your role and learn new skills
• Our internal career progression opportunities are exciting

All successful candidates will be subject to background checks which include 5-year work references, criminal background check and basic credit check.

PRA Group (UK) Ltd applies Equal Opportunities policy at all stages of recruitment and selection process. Shortlisting, interviewing and selection is carried out without regard to gender, sexual orientation, marital status, colour, race, nationality, ethnic or national origins, religion or belief, age or trade union membership. Those with disabilities meeting the minimum requirements for the post will be shortlisted and reasonable adjustments will be made to ensure they are not disadvantaged during the interview process.

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.