Resolutions FLC in Kilmarnock

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:

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

Compliance Responsibilities:

All employees have a responsibility to support PRA’s compliance with applicable laws, regulations, internal policies, and risk management including:

• Taking accountability for their own actions, decisions, and professional conduct.
• Adhering to all relevant regulatory requirements, such as those set out by the appropriate regulator.
• Following the Company’s policies, procedures, and conduct standards at all times and participating in the management of risks.
• Monitoring for and promptly escalating any actual or suspected non-compliance with policy, regulation, or breach of local legislation.
• Completing mandatory compliance and risk training in a timely manner and applying the learning in day-to-day activities.
• Contributing to a culture of good governance, risk awareness, and customer-focused conduct by embracing PRA’s values and Group Code of Conduct which adheres to the highest standard of ethics.
• Co-operating fully with internal reviews, audits, or regulatory investigations if required.
• All staff are expected to understand the compliance risks relevant to their role and seek guidance where appropriate.

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.