Director, Collections Performance & Recovery
Firstnational
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Benefits offered by this job
Job summary
FNBO in Omaha, NE seeks a Collections Performance & Recovery Leader to guide managers and teams across collections, recovery, and loss mitigation throughout pre- and post-charge off periods. This senior role focuses on performance enablement, governance, and strategic execution.
You will partner with Finance, Risk, Compliance and Technology to drive budgets, implement new processes, and ensure regulatory controls while delivering improved recoveries and customer outcomes.
Qualifications
- Bachelor's degree or equivalent in business/finance/related field.
- 8–10 years in Collections, Recovery, Consumer Lending, Credit Risk, Servicing Operations, or related function.
- 5–10 years of people leadership overseeing large teams.
- Experience leading cross-functional initiatives and influencing outcomes.
- Strong analytics for interpreting operational and portfolio metrics.
Responsibilities
- Lead the enterprise collections performance enablement and recovery operations.
- Oversee training, onboarding, communications, and knowledge management programs.
- Direct post-charge off recovery and portfolio optimization initiatives.
- Establish governance, reporting, and continuous improvement practices.
- Partner with Finance, Risk, Compliance, Legal, and Technology teams.
Skills
Education
Tools
Job description
At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.
The Collections Performance & Recovery Leader is responsible for leading managers and teams that drive customer debt resolution outcomes across the collections and recovery lifecycle. This role oversees both pre-charge off enablement activities and post-charge off operations including recovery optimization and loss mitigation efforts.
- Lead multiple managers and teams responsible for collections performance enablement and recovery operations.
- Establish clear expectations, performance standards, and accountability measures across the organization.
- Build leadership capability within frontline and mid-level management teams.
- Foster a culture focused on continuous improvement, operational excellence, customer experience, and regulatory compliance.
- Develop succession plans and talent pipelines for critical leadership and specialist roles.
- Lead the enterprise collections performance enablement function, ensuring employees and leaders are prepared to successfully execute collection strategies and operational priorities.
- Oversee training, onboarding, communications, and knowledge management programs that drive workforce capability, consistency, and performance.
- Direct operational readiness and change management activities to support the successful implementation of new processes, technologies, and business initiatives.
- Establish performance objectives, governance practices, and continuous improvement initiatives that enhance employee effectiveness and collections results.
- Lead the post-charge off recovery function, ensuring effective execution of recovery strategies that optimize recoveries and reduce losses.
- Oversee internal recovery teams, third-party agencies, and debt sale programs to drive strong operational, customer, and financial outcomes.
- Direct recovery process and portfolio optimization initiatives that improve recovery effectiveness, efficiency, and compliance.
- Establish performance management, governance, and reporting practices that enable data-driven decision making and accountability for recovery results.
- Partner with department leaders and finance to establish annual recovery budgets and maintaining expenses within established thresholds to include vendor and employee costs.
- Establish performance metrics, reporting routines, and accountability processes across all functions to include monthly refresh of net loss and recovery forecasts
- Monitor effectiveness of training, communications, and recovery programs.
- Identify root causes of performance gaps and drive corrective actions.
- Lead initiatives to improve productivity, quality, customer outcomes, and financial performance.
- Ensure resources are aligned to evolving business priorities and portfolio needs.
- Partner with Collections Strategy, Risk, Operations, Finance, Compliance, Legal, Vendor Management, and Technology teams.
- Translate strategic collection initiatives into frontline execution plans.
- Support implementation of new collection treatments, workflows, tools, and operational processes.
- Influence enterprise decisions through operational insights and performance trends.
- Serve as a key leader in collections governance and business review forums.
- Ensure all activities comply with regulatory requirements, internal policies, and customer treatment standards.
- Maintain strong controls over collections and recovery processes.
- Monitor operational risks and escalation issues appropriately.
- Support audit, compliance review, and regulatory examination activities.
- Reinforce ethical and customer-focused decision making throughout the organization.
- Bachelor's degree in Business, Finance, Management, or a related field, or equivalent combination of education and experience.
- 8-10 years’ experience in Collections, Recovery, Consumer Lending, Credit Risk, Servicing Operations, or a related financial services function.
- 5-10 years of people leadership experience, managing large teams.
- Experience leading cross-functional initiatives and influencing outcomes across multiple stakeholder groups.
- Strong analytical skills with experience interpreting operational, financial, and portfolio performance metrics.
- Experience developing executive-level presentations and business communications.
- Demonstrated project management, organizational, and problem-solving skills.
- Experience working with external servicing partners and third-party vendors.
- Experience supporting loss forecasting, recovery forecasting, delinquency forecasting, financial planning, or portfolio management activities.
- Knowledge of collections and recovery regulations, audit practices, and operational controls.
- Experience supporting system enhancements, business requirements, or product management initiatives.
- Familiarity with AI, automation, analytics, and emerging technologies within financial services.
Candidates must possess unrestricted work authorization and not require future sponsorship.
Compensation range (base pay): $112,937.00-$191,995.00
This role may have a specific starting pay within this range.
Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.
It is anticipated that the incumbent in this role will work onsite at the posted location. Our onsite environment fosters innovation, mentorship, and a vibrant culture where ideas flow freely and relationships flourish. As part of our team, you’ll experience the energy of our collaborative spaces designed to support your professional growth while working alongside talented colleagues who inspire excellence daily. Please note that work location is subject to change based on business needs.
- Medical, Dental, Vision Insurance
- 401k, With Matching Contributions
- Time Off Programs
- Health Savings Account (HSA)/Dependent Care
- Employee Banking
- Growth Opportunities
- Tuition Assistance
- Short-Term/Long-Term Disability Insurance
Learn more about FNBO benefits here: https://www.fnbo.com/careers/benefits/
For additional information regarding compensation and benefits, e-mail FNBO at TAGAdmin@fnni.com. To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.
Job number: R-20261756
FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selves—no matter their role or where they are in their journey.
Learn more here.
FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.
Click here to download 'EEO is The Law' Self-Print Poster
Click here to download 'EEO is The Law' Supplement for Federal Contractors
Click here to download 'EEO is The Law' GINA Supplement
FNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDIC
FNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants)
All our jobs will be posted for a minimum of 5 calendar days. Job postings may come down prior to 5 calendar days based on volume of applicants.
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