Collections Supervisor

Fiserv • Marietta, GA

1d

About The Position

The primary responsibility of this role is to assist the Director in leading the day-to-day operations of a Collections Call Center, ensuring team performance meets departmental goals while maintaining compliance with all applicable regulations and internal performance standards.

Requirements

• High school diploma or equivalent.
• Working knowledge of collections laws and regulations.
• Minimum of 3 years of experience in collections, recovery, or a customer service environment.

Nice To Haves

• Minimum of 2 years of supervisory experience in a third-party collections environment.
• Working knowledge of Quality Assurance and call monitoring processes; proficiency with PowerPoint preferred.
• Associate degree.

Responsibilities

• Provide escalation-level support and respond to complex inquiries by diagnosing issues and driving timely resolution.
• Monitor calls and provide coaching to improve quality, compliance, and overall performance.
• Support applications and IT hardware/software used by the collections team.
• Perform problem recognition, research, isolation, and resolution; coordinate with internal and external partners (including product development and software/hardware vendors) as needed.
• Manage daily team activities to meet or exceed monthly departmental goals and budget objectives.
• Ensure accounts are handled and collected in compliance with applicable laws, regulations, and internal standards.
• Coach, motivate, monitor, and provide ongoing performance feedback and technical assistance to drive productivity.
• Identify process gaps and implement solutions to improve efficiency and results.
• Develop alternative solutions and meet deadlines in a fast-paced, real-time environment.

Benefits

• Fuel Your Life program to support physical, financial, social, and emotional well-being
• Paid holidays and generous time away policies
• No-cost mental health support through Employee Assistance Programs
• Living Proof program to recognize your peers’ extra effort with points used for rewards
• Eight Employee Resource Groups to foster a collaborative culture
• Unparalleled professional growth with training, development, and internal mobility opportunities
• Retirement planning and discounted shares with the Employee Stock Purchase Plan
• Medical, dental, vision, life, and disability insurance options available day one
• Tuition assistance and reimbursement program
• Paid parental, caregiver, and military leave

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees