Collections Supervisor
Amherst , New York
October 23, 2017
Position Description

Position Purpose:  

You will take on a rewarding and challenging role that helps drive significant change in a rapidly evolving organization.  You will manage a team responsible for early stage automotive collections in a first party environment.  You will maintain collection efforts in compliance with client contract terms and ensure compliance with all state and federal regulations.  You will also develop collector standards of service based on stage of delinquency and motivate the team to meet standards.

Essential Job Responsibilities: 

  • Minimum of 75% associate engagement on annual survey.
  • Enhance productivity and streamline processing to achieve at least 10% improvement year over year. 
  • Take ownership of new and existing client scope of services and deliver a level of service quality that exceeds our clients’ expectations as measured by achieving an 85% on client survey.
  • Hire and retain top talent (as measured by the Fiserv hiring scorecard) to achieve less than 15% voluntary attrition rate. 
  • Develop and manage talent and have a production ready successor. 
  • Manage day to day operations of staff.
  • Demonstrate leadership and self-sufficiency by leading client or internal projects from inception to completion with little or no supervision. 
  • Lean Six Sigma Yellow Belt certified or is willing to achieve certification within 15 months of hire.
  • Ability to create and follow policy and procedures 100% of the time.
  • Respond to client inquiries within 24 hours.
  • Manage staff and day-to-day operation.
  • Manage all collection activity to ensure compliance with all regulations for both US and Canada.
  • Performs other duties as required

The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities.



•Bachelor’s degree preferred. Business Administration of similar focus preferred.

•Certified Regulatory Compliance Manager (CRCM) designation a plus.

Job Related Experience:


•Minimum 5 years of demonstrated increase in responsibility with prior supervisory/ management experience.

•Minimum 3 years of experience managing direct reports in a call center.

Additional Skills and Knowledge:

•Ability to solve problems based upon researching and analyzing information before recommending/selecting the appropriate solution.

•Ability to make innovations, which affect this job and suggest changes to the immediate supervisor that affect other related jobs.

•Ability to compose and/or interpret internal and/or external business letter, memos, reports, may require understanding and explanation, of policies and procedures to others, both internal and external to Fiserv.

•Ability to manage time effectively and multi-task.

•Ability to set and monitor individual goals as well as motivate employees.

•Excellent communication, leadership, organizational and interpersonal skills.

•Working knowledge of Microsoft Office products.


•Detailed understanding of state and federal debt collection regulations and statutory requirements as well as collection and skip tracing techniques.

•Automotive collections experience.

•Knowledge of repossession and bankruptcy proceedings.

•Experience with budgeting and staff forecasting.

•Inbound / Outbound Dialer strategy knowledge.

•Experience with assisting with new client launches.

Join Us!  Fiserv has been named to FORTUNE® magazine’s 2017 list of World’s Most Admired Companies. This is the fourth consecutive year the company has been named to the list, which is a definitive benchmark of corporate reputation.

"Our people are the foundation upon which this recognition is based and I'm very proud of their commitment to client excellence. Their dedication to serving our clients each day is what makes Fiserv one of the most admired companies in the world." - Jeffery Yabuki, President and Chief Executive Officer

About our Business:  The Lending Solutions business at Fiserv provides life-of-loan support and helps banks, thrifts, credit unions and other financial institutions close loans more quickly, manage loans more efficiently, and service loans more cost-effectively. This minimizes lending risk, improves customer satisfaction, enhances cross-sell opportunities, introduces new products more quickly, and facilitates compliance with regulatory requirements.

A little about us:

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