Director Collections
Fiserv
Coral Springs, FL
Calling all innovators – find your future at Fiserv. We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv. Job Title Director Collections About Your Role 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. What You'll Do
- 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.
- 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.
- 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.
- This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity.
- This role requires use of a computer and audio equipment.
- 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.
- Apply using your legal name
- Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
Posted 2026-03-03
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