Customer Solutions Agent

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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:

The role includes responding to all communications received from customers via email, SMS and webchat.

Main Duties and Responsibilities:

  • Maintain a high level of system and process knowledge
  • Perform consistently to meet performance standards and daily goals set by the department
  • Demonstrate high level of professionalism in response to all customer queries
  • Adapt communication style to suit email, SMS and webchat responses
  • Ensure a high level of pride is taken in all communications and that all commitments are adhered to
  • Be self-motivated with the ability to work on own initiative or as part of a team
  • Any other duties as directed by Management

Relationship Management

  • Support the organisational position on all business directives
  • Respond to managerial direction and requests in a positive manner
  • Be accessible and approachable to all business partners
  • Adapt communication style to suit audience
  • Share best practice with other team members
  • Liaise with Team Leader to achieve joint business goals

Code of conduct

  • Adhere to PRA U.K. code of conduct
  • Be punctual for shifts, breaks, lunch
  • Adhere to PRA U.K. dress code
  • Conduct self in a professional and appropriate manner at all times
  • Ability to adapt to an ever-changing environment
  • Respond in a positive manner to coaching and take ownership of own development
  • Adhere to clear desk policy
  • Adhere to all PRA U.K. directives and working practices
  • Treat all customers and colleagues with respect
  • Ensure adherence to Compliance Practices.
  • Customers to be treated as individuals, fairly and consistently

Key Performance Indicators

  • Maintain individual daily workload target with a key focus on interactions per hour and Account Quality
  • All other targets as defined by Management

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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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