Customer Support Agent

PRA Group; Kilmarnock (VA); Ibrido; USD 36.000 - 48.000; Tempo pieno

Vantaggi offerti da questo lavoro

Hybrid schedule

Annual bonus

Recognition programs

Descrizione del lavoro

PRA Group seeks a compassionate debt resolution specialist to support customers through sensitive financial circumstances. You will manage phone, email, and live chat interactions, guiding customers toward affordable repayment options while adhering to regulatory requirements.

The role emphasizes accurate documentation, steady performance against targets, and a collaborative, supportive team environment. Hybrid work and recognition programs are available.

Competenze

• Demonstrated ability to listen carefully and respond with sensitivity.
• Ability to maintain accuracy and quality in communications.
• Proven track record of achieving targets while staying compliant.

Mansioni

• Handle conversations with vulnerable customers across phone, email, letter and chat.
• Review accounts and use multiple systems to document decisions and actions.
• Guide customers toward sustainable repayment plans and FCA-compliant processes.
• Collaborate with the team to share insights and improve performance.

Conoscenze

Active listening

Empathy

Target-driven

Debt collection

Compliance

Formazione

HS diploma

Descrizione del lavoro

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:Support vulnerable customers through customer contact on all mediums of communication within company and regulatory requirements.Make a real difference every single dayIf you're looking for a role where no two days are the same, where the conversations truly matter, and where you can help people through some of the most difficult moments of their lives — this could be the perfect fit.Our dialler‑based contact centre is fast‑paced, supportive, and driven by one shared mission: to help customers experiencing complex personal and financial circumstances find the right path forward. What Your Day Looks LikeEvery day brings something new, meaningful, and genuinely impactful:Supporting customers facing difficult or sensitive situationDealing with different call types ie self–harm, financial hardship, terminal illnessHaving honest, empathetic conversations to understand their circumstancesEncouraging open disclosure so you can offer the right helpManaging customer and third-party communications across phone, email, letter and live chatUsing multiple internal systems and tools to review accounts, record details and process decisionsCollaborating with your team, sharing insights, and continuously improving how we workCelebrating wins — big or small — because great work deserves recognitionReceiving support whenever you need it; you’re never alone in this role What We Expect From YouYou’ll be trusted to deliver high‑quality, compassionate and solution‑focused customer interactions by:Holding meaningful conversations that lead to great customer outcomesMaintaining excellent quality and accuracy in all communicationsUnderstanding your customer, even when situations are complexSupporting customers in setting up sustainable and affordable repayment plans to help them move towards becoming debt‑freeWorking within FCA regulations and following all compliance requirements (fully covered in training)Managing your caseload efficiently and meeting agreed targetsConfidently using multiple systems, Microsoft applications and digital toolsLiving our values in everything you do Our Values (and we really mean them)Committed – we always give our bestAccountable – we own our actionsRespectful – we treat each other with care and kindnessEthical – we do the right thing, alwaysSuccessful – we work together to achieve great things You’ll Be Great In This Role If You Are…Great active listening skillsDriven to achieve targetsComfortable asking vulnerable customers to make payments towards their debt if that’s the right outcomeConfident, calm and compassionate when speaking with customers — including those who may be distressed, recently bereaved, or expressing thoughts of self‑harmPatient, understanding and able to keep conversations groundedComfortable assessing customer capacity and making clear, informed decisionsSkilled at spotting the unspoken — picking up on clues or details that influence outcomesHighly resilient, with the ability to reset and refocus after emotionally challenging callsTechnically confident and computer‑literate, able to switch between systems quicklySomeone who loves sharing ideas and helping your team improveOpen to coaching, learning and developing new strengthsNaturally engaging and able to build trust quickly The Perks (because great work deserves great benefits)✓ Monthly and quarterly recognition programmes✓ Annual bonus opportunities✓ Hybrid — currently Monday to Friday, 8am to 5pm✓ A supportive team culture where we look out for each other✓ Real job satisfaction — the chance to make a genuine difference in people’s livesMost importantly…This is a role with real purpose. You’ll support people at some of the most vulnerable points in their lives — and help them feel heard, understood, and supported.If this sounds like the kind of work that inspires you, we’d love to hear from you.Go on… dust off that CV (we know you’ve probably already started).We value your privacy. By applying to PRA Group, you acknowledge that your personal data will be processed in accordance with our Privacy Notice. We encourage you to review the Privacy Notice before submitting your application - www.pragroup.com/careers/europe-opportunities/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.