About Us
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Job Summary
The Director of Integrated Solutions leads the design and delivery of transformative BPO solutions specifically within the Collections industry. This critical role is focused on supporting pre- and post-charge-off collections, recovery strategies, and revenue cycle optimization across verticals such as Financial Services, Healthcare, and Retail. Requires deep expertise in collections operations and compliance, understanding of the rapidly evolving regulatory landscape, and ability to blend operational excellence with digital transformation
Primary Job Responsibilities
• Design Solutions for the Collections Ecosystem: Develop end-to-end BPO solutions that cover early-stage, late-stage, and post-charge-off collections strategies, recovery workflows, and omnichannel engagement approaches.
• Drive Compliance-First Innovation: Ensure all solution designs align with federal and state regulatory requirements (e.g., FDCPA, FCRA, TCPA, UDAAP, HIPAA for healthcare collections), as well as client-specific standards.
• Client Engagement & Discovery: Collaborate with Sales to uncover client objectives through stakeholder interviews, workshops, and process reviews. Build rapport with clients and act as a trusted advisor on transformation initiatives.
• Collaborate Across Teams: Partner with Compliance, Legal, Product, Operations, and Technology teams to co-create viable, compliant, and value-based collections solutions. Seamlessly transition solutions to implementation.
• Lead Proposal Development: Craft compelling proposals and RFP responses that reflect a strong understanding of collections metrics (e.g., RPC, PTP, liquidation rates, DSO), regulatory risks, and digital enablement strategies.
• Infuse Digital Capabilities: Integrate technologies such as AI/GenAI, analytics, speech/text analytics, omnichannel dialers, RPA, self-service portals, and compliance automation tools into solution designs.
• Contribute to Thought Leadership: Keep up-to-date with collections trends, CFPB guidance, state-specific debt collection regulations, and recovery technologies. Provide strategic insights to influence solution strategy.
• Support Client-Facing Activities: Represent Foundever™ during client presentations, site visits, due diligence, and executive briefings, articulating how proposed solutions deliver measurable performance and compliance outcomes.
• Protect company assets, systems, proprietary and confidential information in accordance with Foundever Associate Agreement.
• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in confidentiality, integrity or availability of Information assets as per the Company’s policy.
Qualifications
• 4–6 years of experience in solution design, operations leadership, or account management within Collections or Accounts Receivable Management (ARM)
• Experience supporting third-party collections, first-party receivables management, or revenue cycle services.
• Bachelor’s degree or equivalent professional experience.
• Knowledge of federal and state collections laws and regulations:
o Fair Debt Collection Practices Act (FDCPA)
o Fair Credit Reporting Act (FCRA)
o Telephone Consumer Protection Act (TCPA)
o Health Insurance Portability and Accountability Act (HIPAA) (for healthcare collections)
o Consumer Financial Protection Bureau (CFPB) guidelines
• Familiarity with complaint handling processes, compliance documentation, consent management, and call monitoring practices.
• Proficiency in CRM, dialer platforms (e.g., Noble, LiveVox, Aspect), and analytics platforms.
• Strong commercial and operational acumen with ability to quantify ROI and mitigate risk.
• Strategic Thinking: Ability to develop and implement long-term strategies that align with business goals and industry developments.
• Cross-Functional Collaboration: Ability to work effectively with various teams, including IT, operations, compliance, and sales, to ensure integrated solutions meet all aspects of the business.
• Customer-Centric Mindset: Focus on understanding and addressing client needs, enhancing customer experience, and ensuring the delivery of value through integrated solutions.
• Problem-Solving Skills: Proficiency in identifying issues, analyzing data, and designing innovative solutions to complex challenges.
• Communication Skills: Strong verbal and written communication abilities, capable of conveying technical concepts to non-technical stakeholders and vice versa.
• Certifications Preferred:
o Certified Receivables Compliance Professional (CRCP) – RMAi
o Certified Credit and Collection Professional (CCCP) – ACA International
o Certified Healthcare Financial Professional (CHFP) – HFMA (for revenue cycle/healthcare collections)
Pre Employment Requirements
Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.
EEO Statement
Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination
