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
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.
Experience you'll need to have:
- 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 that would be great to have:
- 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.
How you'll work:
- 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.
Sponsorship:
You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.
Benefits at Fiserv:
- 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.
This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island or Washington.
It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.
Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.
Thank you for considering employment with Fiserv. Please:
- Apply using your legal name
- Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
Our commitment to Equal Opportunity:
Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.
If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact AskHR.US@fiserv.com. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.
Note to agencies:
Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.
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Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.