Empathetic Debt Support Specialist

PRA GROUP, INC.; Kilmarnock (VA); Hybrid; USD 36,000 - 48,000; Full time

Benefits offered by this job

Hybrid schedule

Annual bonus

Recognition programs

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Active listening

Empathy

Target-driven

Debt collection

Compliance

Education

HS diploma

Job description

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.