Bilingual Analyst-Complaints

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:

Responsible for investigating, analyzing, and resolving consumer and third-party complaints.
Key Responsibilities (other duties may be assigned):

Independently conducts complaint investigations and associated tasks to ensure complaint investigations are thorough, investigations conclusions are appropriate, appropriate procedures are followed, complaint investigations are closed within required timeframes, and complaint documentation meets Good Documentation Practices.
Makes independent decisions on cases that are subject to regulatory review. Adheres strictly to service level agreements on complaints handling. Assists in the development of training materials related to consumer complaints and assists Management with development and delivery of appropriate practices to ensure corporate compliance with relevant laws and regulations. Maintains paper and electronic complaint files including documentation, correspondence and other materials relating to the resolution of consumer complaints.
Interface with multiple parties and business units to resolve escalations and complaints through frequent follow-up.
Identify potential problem areas and opportunities. Analyzes trends in consumer complaints, manages trending reports, and recommends actions to Management to resolve variances.
Gather data and prepare reports. Document, review, and update department procedures and processes.
Reviews and identifies the root cause of complaints and works with the applicable operational departments to ensure appropriate resolution.

• Bachelor's degree (B. A.) from four-year college or university preferred.
• A minimum of two years related experience, or equivalent combination of education and experience, in an audit, compliance, risk management or similar role.
• Thorough understanding of federal and state laws and regulations related to consumer credit and collections, Fair Debt Collection Practices Act, Fair Credit Reporting Act, and Equal Credit Opportunity Act.
• Understanding of all PRA, LLC policies & procedures, especially Collections, Disputes and Legal Recovery
• Ability to discern and analyze the impact of multiple issues on a given situation, ability to balance multiple priorities, and ability to provide sound business judgment.
• Ability to work with cross-functional teams and to interact effectively with peers and management.
• Must represent PRA with a high degree of professionalism.
• Must have effective organizational, communication, time-management and interpersonal skill, ability to draft business correspondence, and procedure manuals and a high attention to detail.
• Ability to work independently and with a team in a fast paced and high-volume environment with emphasis on accuracy and timeliness.
• Highly proficient in Microsoft Word, Excel, and PowerPoint.
• Effective and professional oral and written communication skills.

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.