Director, Collections Performance & Recovery

First National Bank of Omaha; Omaha (NE); On-site; USD 113,000 - 192,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401k with Matching

Time Off Programs

Health Savings Account (HSA)

Employee Banking

Growth Opportunities Tuition Support

Disability Insurance

Job summary

First National Bank of Omaha is seeking a senior leader to direct collections performance enablement and recovery operations. The role directs managers and teams across pre-charge off and post-charge off activities, with a focus on recoveries, loss mitigation, and customer outcomes.

The ideal candidate will bring 8–10 years in collections-related fields, strong leadership, and a track record of cross-functional influence.

Qualifications

• Bachelor's degree in Business, Finance, Management, or related field or equivalent.
• 8–10 years in Collections, Recovery, Consumer Lending, Credit Risk, Servicing Operations, or related function.
• 5–10 years of people leadership experience managing large teams.
• Experience leading cross-functional initiatives and influencing outcomes across multiple groups.
• Strong analytical skills with experience interpreting operational, financial, and portfolio metrics.

Responsibilities

• Lead multiple managers and teams responsible for collections performance enablement and recovery operations.
• Oversee training, onboarding, communications, and knowledge management programs to drive capability and performance.
• Direct recovery process and portfolio optimization initiatives to improve recoveries and reduce losses.
• Establish performance metrics, reporting, and governance across all functions.
• Partner with Finance, Compliance, Legal, and Technology to implement new collection treatments and processes.
• Ensure regulatory compliance and controls across collections and recovery activities.

Skills

Leadership

Analytical skills

Cross-functional collaboration

Executive presentations

Project management

Vendor management

Forecasting

AI/automation awareness

Education

Bachelor's degree in Business/Finance/Management

Tools

ERP systems

CRM systems

Data analytics 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.

Summary of the Job:

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. The leader is accountable for the development and performance of teams responsible for collections training, communication, process enablement, operational readiness, recoveries, debt sales, forecasting, and other post-charge off recovery activities. Through strong leadership, operational discipline, and cross-functional collaboration, the role ensures teams are equipped to execute consistently, deliver strong customer outcomes, maximize recoveries, and support enterprise financial objectives.

About This Role:

Leadership & Team Development

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.

Collections Performance Team

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.

Post Charge Off

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.

Operational Performance Management

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.

Business Partnership & Strategic Execution

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.

Risk, Compliance & Governance

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 elevate issues appropriately. Support audit, compliance review, and regulatory examination activities. Reinforce ethical and customer-focused decision making throughout the organization.

The Ideal Candidate for This Role:

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:

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.

Work Environment:

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.

Benefits Overview:

• 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

Job number: R-20261756

Equal Opportunity & Belonging:

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)

Application Deadline:

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.

Grow Your Career with FNBO!

For 170 years, our holding company - First National of Nebraska (FNNI) - has grown to more than 4,500 employees with locations in nine states and $35 billion in assets. We are proud to serve our customers and communities with banking offices located in Nebraska, Colorado, Illinois, Iowa, Kansas, Missouri, South Dakota, Texas and Wyoming. FNBO (First National Bank of Omaha) believes that a bank should be a force for good in the world; to positively influence the lives of our employees, customers and the success of the communities we serve. Whether you're just beginning your career or taking it to the next level, you'll find your fit here.

Bilingual Careers Internships & Trainee Program

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. FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity. We strive to represent the communities in which we serve. Learn more here.

Accessibility

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