Operations Workflow Manager-Consumer Collections Team

Operations Workflow Manager-Consumer Collections Team

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.

About the Role

Join Fiserv's Operations team supporting collections and recovery services operations. As the Operations Workflow Manager, you will assist the Director, and Leadership Team, in leading day-to-day operations of a Collections Call Center environment. You'll be responsible for streamlining workflows, enhancing operational strategies, ensuring regulatory compliance, and driving performance to meet or exceed departmental goals. Your leadership will directly impact revenue, productivity, quality, and customer experience across the collection's organization.

What You Will Do

• Partner with leadership to identify, develop, and implement improvements in collections strategy that positively impact productivity, quality, and customer service.
• Support the Director by providing recommendations to improve performance, resolve issues, complete audits, and identify trends.
• Lead segments of the center's operations to ensure contractual quality and service level standards are met while maintaining profitability.
• Promote cross-functional collaboration and facilitate knowledge sharing to ensure consistent SOP execution and workflow adoption.
• Facilitate teamwork and encourage individual contributions to achieve common goals.
• Monitor key performance indicators (KPIs), conduct root-cause analyses, and implement corrective actions to maintain service levels and compliance.
• Serve as the primary escalation point for both client and internal issues, resolving problems in alignment with technical support policies and procedures.
• Communicate customer issues with leadership and advise on improvements to the customer experience.

Experience You'll Need To Have

Experience That Would Be Great To Have

How You'll Work

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

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 :

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