[Hiring] Back Office Supervisor @Transworld Systems Inc.

Role Description

The Back Office Supervisor leads day-to-day processing work that supports accurate, timely loan servicing. This role coordinates team capacity, manages work queues, and reinforces consistent procedures across account maintenance, document handling, and borrower servicing requests. The supervisor develops team capability while protecting borrower information and meeting UAS quality, service, and compliance expectations.

Responsibilities

• Lead daily operations: Oversee daily processing activities, assign and prioritize work, monitor queue volumes and aging, and adjust staffing and workflow coverage to ensure timely completion of tasks and achievement of established service levels.
• Supervise and develop staff: Establish clear performance expectations, provide ongoing coaching and feedback, conduct performance evaluations, address attendance and performance concerns, support onboarding, and identify training and cross-training opportunities to strengthen team capabilities.
• Drive operational performance and accountability: Monitor team productivity, accuracy, turnaround times, backlog, and service-level performance. Identify performance gaps, establish improvement plans, and hold team members accountable for meeting established operational expectations.
• Oversee processing quality and accuracy: Ensure accuracy, completeness, and timely execution of applicable account updates, payment-related processing, document reviews, and loan servicing requests. Monitor quality results, address processing errors, and implement corrective measures to minimize rework and recurring issues.
• Manage escalations and processing exceptions: Provide guidance on complex transactions, account discrepancies, and processing exceptions. Ensure issues are researched, documented, resolved, or escalated appropriately and within established timeframes.
• Monitor operational reporting and trends: Utilize servicing systems, workflow tools, and operational reports to evaluate productivity, service levels, processing accuracy, and workload trends. Communicate performance results, emerging risks, and recommended actions to operations leadership.
• Maintain procedures and operational consistency: Ensure standard operating procedures, job aids, and processing guidance remain accurate and current. Reinforce adherence to approved workflows, communicate procedural updates, and ensure team members understand and follow established requirements.
• Drive continuous process improvement: Identify workflow inefficiencies, recurring errors, and opportunities to improve processing accuracy, productivity, and service delivery. Participate in root cause analysis and collaborate with leadership and business partners to implement sustainable improvements.
• Support compliance and internal controls: Ensure daily processing activities adhere to applicable federal and state regulations, UAS policies, client requirements, privacy standards, information security protocols, and established internal controls. Identify and escalate potential compliance concerns, processing risks, or control deficiencies.
• Support audit readiness and corrective actions: Maintain appropriate documentation and processing records, assist with internal and external audits or quality reviews, and support timely resolution of findings and implementation of corrective actions.
• Coordinate staffing and workload coverage: Evaluate workload demands, staffing availability, scheduling needs, and cross-training opportunities to maintain adequate coverage and continuity of critical processing functions during absences, volume fluctuations, or operational disruptions.
• Collaborate across departments: Partner with Customer Service, Quality Assurance, Compliance, Finance, Technology, and other servicing teams, as applicable, to resolve processing issues, address operational dependencies, and support positive borrower and client outcomes.
• Support operational changes and system enhancements: Assist with implementation of new procedures, workflow changes, system updates, and operational initiatives. Communicate changes to staff, provide training as needed, and identify potential impacts to processing accuracy or service delivery.
• Communicate operational priorities and risks: Provide timely updates to leadership regarding team performance, staffing needs, workload challenges, escalated issues, compliance concerns, and opportunities for improvement.

Qualifications

• Three or more years of experience in loan servicing, financial operations, banking, or a related administrative processing environment.
• At least one year of experience leading, coaching, or coordinating the work of others.
• Working knowledge of transaction or document processing, quality review, and time-sensitive service workflows.
• Clear written and verbal communication, sound judgment, and strong attention to detail when handling confidential information.
• Comfort using servicing or workflow systems and Microsoft Office tools, including Excel for basic tracking and reporting.

Requirements

• Normal, corrective vision range; ability to see color and to distinguish letters, numbers, and symbols.
• Frequently required to sit, stand, walk, talk, hear, bend and reach.
• Ability to reach with hands and arms.

Benefits

• Team-oriented work environment.
• Growth opportunity.
• Comprehensive benefits package available: including medical, dental and vision, 401k retirement plan with employer matching, paid time off and paid holidays!