Back Office Supervisor

Transworld Systems Inc.•Atlanta, GA

3d•Remote

About The Position

The Back Office Supervisor leads day-to-day processing work that supports accurate and timely loan servicing. The 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. The position is remote and has an annual exempt salary of $60,000–$70,000, depending on experience. The work is primarily indoors, usually moderately quiet, and requires no travel. The role supports Transworld Systems, Inc., a business process outsourcing provider offering accounts receivable management, customer relationship management, and back-office services.

Requirements

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.
Normal or corrected vision; ability to see color and distinguish letters, numbers, and symbols.
Ability to sit, stand, walk, talk, hear, bend, reach, and reach with hands and arms.

Responsibilities

Oversee daily processing activities, assign and prioritize work, monitor queue volumes and aging, and adjust staffing and workflow coverage to complete tasks on time and meet service levels.
Set performance expectations, coach and provide feedback, conduct evaluations, address attendance and performance concerns, support onboarding, and identify training and cross-training opportunities.
Monitor productivity, accuracy, turnaround times, backlog, and service-level performance; identify gaps, establish improvement plans, and hold team members accountable.
Ensure account updates, payment-related processing, document reviews, and loan servicing requests are accurate, complete, and timely; monitor quality results and address errors and recurring issues.
Guide staff through complex transactions, account discrepancies, and processing exceptions, ensuring issues are researched, documented, resolved, or escalated within established timeframes.
Use servicing systems, workflow tools, and operational reports to assess performance and workload trends, and communicate results, risks, and recommended actions to operations leadership.
Keep standard operating procedures, job aids, and processing guidance current; communicate procedural changes and reinforce adherence to approved workflows.
Identify workflow inefficiencies and recurring errors, participate in root cause analysis, and collaborate with leadership and business partners on sustainable improvements.
Ensure processing follows applicable federal and state regulations, UAS policies, client requirements, privacy standards, information security protocols, and internal controls; identify and escalate potential concerns or deficiencies.
Maintain appropriate documentation and processing records, assist with audits and quality reviews, and support resolution of findings and corrective actions.
Assess workload, staffing availability, scheduling, and cross-training needs to maintain coverage and continuity during absences, volume fluctuations, or operational disruptions.
Partner with Customer Service, Quality Assurance, Compliance, Finance, Technology, and other servicing teams to resolve issues and support borrower and client outcomes.
Assist with new procedures, workflow changes, system updates, and operational initiatives; communicate changes, provide training, and identify potential impacts.
Update leadership on team performance, staffing needs, workload challenges, escalated issues, compliance concerns, and improvement opportunities.