Director Collections

Fiserv•Coral Springs, FL

1d•Onsite

About The Position

As Director of Collections, you will lead a large collections call center operation responsible for delivering approximately $200M in annual recoveries. You will guide exempt and non-exempt associates, partner closely with Product, Risk, and Finance stakeholders, and drive process improvements that enhance performance, compliance, and client outcomes while meeting or exceeding financial targets.

Requirements

8+ years of experience leading teams in collections, call center operations, or a related financial services environment, with a track record of meeting or exceeding financial and performance goals.
5+ years of experience in collections, banking, or financial services operations using scorecards, KPIs, and dashboards to manage performance.
5+ years of experience managing and developing teams, including exempt and non-exempt staff, in a high-volume operations or call center environment.
Experience overseeing large teams (50–100 direct and indirect reports) and scaling processes, staffing models, and performance management frameworks.
Demonstrated experience applying collections regulations and controls (for example, Fair Debt Collection Practices Act (FDCPA), Unfair, Deceptive, or Abusive Acts or Practices (UDAAP), and related regulatory guidance) in daily operations.
Proficiency using Microsoft Outlook, Excel, PowerPoint, Teams, Word, and SharePoint or similar collaboration and productivity tools.
Bachelor’s degree or higher in Business, Finance, Operations Management, or a related field or equivalent combination of education, related experience and/or military experience.

Nice To Haves

Experience leading collections operations for card, loan, or small business portfolios in a large, matrixed financial services organization.
Experience designing and implementing call center strategies, workforce management plans, and quality assurance programs.
Experience driving process improvement initiatives using structured methods (for example, Lean, Six Sigma, or continuous improvement frameworks).
Experience implementing or optimizing collections technology platforms, dialer strategies, or analytics-driven segmentation.

Responsibilities

Lead day-to-day operations of a collections call center to achieve monthly and annual collections targets.
Develop and execute collections strategies, segmentation approaches, and workflows that optimize recovery performance and client experience.
Manage service levels, staffing plans, and performance metrics across multiple teams to maintain profitability and operational efficiency.
Collaborate with Product, Risk, Compliance, and Finance teams to align collections practices with portfolio objectives, regulatory requirements, and risk appetite.
Oversee 50–100 direct and indirect exempt and non-exempt associates, including team leaders and specialists, ensuring clear expectations and consistent performance management.
Coach, develop, and succession-plan for leaders and high-potential associates through feedback, performance reviews, and tailored development plans.
Foster a culture of communication, recognition, engagement, and accountability through regular team meetings, forums, and recognition programs.
Partner proactively with internal and external stakeholders through meetings, campaigns, and initiatives to increase revenue and improve collections outcomes.
Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Benefits

Fuel Your Life program to support your 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 redeemable for rewards.
Eight Employee Resource Groups to foster a collaborative culture and expand your network.
Unparalleled professional growth with training, development, and internal mobility opportunities.
Medical, dental, vision, life, and disability insurance options available from day one.
Retirement planning and discounted shares with the Employee Stock Purchase Plan.
Tuition assistance and reimbursement program.
Paid parental, caregiver, and military leave.