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 received from the CFPB (Consumer Financial Protection Bureau), state attorney generals, state and local law enforcement agencies, financial regulators, collection agency regulators and BBB.

PLEASE NOTE: This position is Hybrid: 3 days per week at our Norfolk office, and 2 days per week Remote.

Key Responsibilities (other duties may be assigned):

• Analyze incoming consumer complaints and demands, and communicate with sellers, state and federal regulators and other parties and employees as needed to resolve consumer complaints. Analyze trends in consumer complaints and report findings to Compliance Counsel.
• Respond to federal regulatory communications with extreme attention to detail and accuracy; ensure a high degree of professionalism, truthfulness, and accuracy in those responses. Assist in the development of training materials related to consumer complaints and assist Compliance Counsel with development and delivery of appropriate practices to ensure corporate compliance with relevant laws and regulations.
• Work with the Quality Control, Operations, and IT Departments to investigate and follow-up on complaint resolution.
• Build relationships and interact with U.S. regulators and governmental bodies within the area of accountability.
• Maintain paper and electronic complaint files including documentation, correspondence and other materials relating to the resolution of consumer complaints
• Assist with a variety of compliance obligations, including, but not limited to assisting with legal research, assisting in review of compliance requirements, drafting, and reviewing legal compliance procedure documentation. Review licensing and other applicable requirements.

Professional Experience/Qualifications:

• Bachelor's degree (B. A.) from four-year college or university required.
• A minimum of two years related experience and/or training; or equivalent combination of education and experience. 
• Familiarity with 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.
• 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.
• Must have ability to maintain composure when dealing with regulators and other authorities.
• 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.
• Must have the ability to draft business correspondence and procedure manuals.

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.