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 assisting the ILD Solicitors in the management of non-disputed legal accounts, including:
• Processing inbound calls, emails and SMSs from Customers
• Full & Part Admissions
• Outbound Dialling
• Outsourced General Emails
• AOE Progress Reports
• Bailiff Reports
• Discontinuances
• Variation Orders
• Set-aside All Internal Applications
• Processing Enforcements
• Processing All Returned Applications
• Interim Charging Orders
• N245 Applications
• Suspension Orders
Ensuring that where required all decisions and requests for instructions are sent to the ILD Solicitors in a timely manner.

Key Responsibilities:

• Work with our customers who have progressed to the legal recovery stage of our process to find a win-win solution through relationship building, negotiation and efficient account management
• Perform consistently to meet goals and key performance measures
• Treat customers fairly
• Maintain a high level of call and account quality in line with operational and compliance expectations 
• Take ownership for resolving customers’ queries to achieve first call resolution
• Highlight any issues or process weakness/failure which may pose a business risk 

Any other reasonable duties as directed by management 

Qualifications & Education (If Required)

• Strong knowledge of regulatory requirements and understand the civil litigation and enforcement procedure for England and Wales
• Adhere to current guidelines and practices from the Civil Procedure Rules (CPR)
• Provide customers with clear deadlines and consequences 
• Complete workload across multiple communication channels (telephone, letter, email etc.), in a timely manner to ensure adherence to deadlines 

Communicate with customers, legal representatives and third parties in a professional and polite manner

Compliance and Governance 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.
• Complying with all relevant regulatory requirements, including those set by the appropriate regulator.
• Following the Company’s policies, procedures, and conduct standards at all times.
• Identifying and promptly escalating any actual or suspected breaches of policy, regulation, or local legislation.
• Completing mandatory compliance and risk training in a timely manner and applying the learning in day to day activities.
• Supporting a culture of good governance, risk awareness, and customer focused conduct by upholding PRA’s values and Group Code of Conduct.
• Co-operating fully with internal reviews, audits, or regulatory investigations where required.
• Understanding the compliance risks relevant to their role and seeking guidance where needed.

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.