What are the responsibilities and job description for the Resolutions Agent position at PRA Group?
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:
Overview
- Do you thrive on solving problems?
- Do you have a keen eye for detail?
- Are you proud to deliver great customer service and first call resolution?
- Do you enjoy turning a challenging situation, in to a positive outcome?
If so….this role sounds like a good fit for you. Let’s move on to the role details…
What your day looks like
- New challenges every day
- Taking ownership of individual customer complaints and disputes within your own caseload
- Investigation and understanding of what’s wrong and how we can fix it
- Communicating your decision confidently via, telephone, email, letter
- Working together with your team and providing valuable insight to improve our service
- If you need support, you got it!
What we expect from you
- Delivering great conversations and good customer outcomes
- Offering resolutions to customer’s challenges and appropriate remediation where relevant
- Keeping to the regulations
- Great attention to detail
- Awareness of risk prevention and data protection
- Efficiently managing your time and caseload
- Working productively to achieve set targets
- Understanding root cause and the ability to play back key themes in customer communications
You’ll need to be
- Resilient
- Coachable and willing to learn new skills
- Confident in communicating and decision making
- Great with customers
- A team player
- Proud to deliver good customer outcomes and excellent service
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.
