Supervisor, Servicing Operations - Payment Processing

Octane•Irving, TX

4d•Hybrid

About The Position

Octane is unlocking the power of financial products for merchants and consumers. Our cutting-edge technology and innovative financial products empower businesses with more control and flexibility, enabling them to deliver seamless digital experiences, drive customer loyalty, and build long-term value. Octane supports merchants throughout the sales cycle: connecting dealerships with high-intent buyers, driving transparent, fast, and easy closings with award-winning technology, and providing on-going customer care with superior loan servicing. Founded in 2014, Octane supports over 60 OEM partner brands and over 4,000 dealer partners, and has a team of over 600. Visit www.octane.co . Octane’s Operations team is seeking a dynamic and results-driven Servicing Operations Supervisor (Payment Processing) to lead our monetary servicing operations. In this role, you will manage a high-performing team responsible for payment processing, refund administration, check operations, escrow transactions, exception resolution, and payment accounting oversight. As a leader, you will ensure accurate, compliant transaction processing—primarily focused on check payments—that directly supports our customers and core business operations. You will drive the swift resolution of payment discrepancies while keeping your team aligned with departmental goals and strict internal and external deadlines. The ideal candidate is an exceptional team leader with a sharp eye for operational controls and process execution. Serving as a critical bridge across the organization, you will collaborate closely with Accounting, Titles, Risk, Recovery, Remarketing, and Product teams to ensure seamless alignment between financial transactions, servicing workflows, and customer account status. This is a hybrid position in our Irving office.

Requirements

5+ years of professional experience.
Prior experience in a financial services environment or administrative support setting is preferred.
Familiarity with Google Workspace (Sheets, Drive).
Excellent attention to detail and time management in a deadline-driven environment.
Strong organizational and communication skills.
Ability to effectively communicate with external business partners.
Ability to lift and move packages.
Comfortable working with sensitive financial and regulatory documents.

Responsibilities

Supervise daily activities of servicing specialists responsible for payment processing, escrow activity, refunds, reconciliations, and exception handling.
Assign workloads, monitor queues, and ensure operational deadlines, quality expectations, and compliance requirements are met.
Provide coaching, performance management, and professional development support to team members.
Conduct quality reviews to ensure accuracy, documentation completeness, and policy adherence.
Provide coverage and support during high-volume periods or staff absences.
Oversee resolution of payment discrepancies including overages, shortages, applied funds, exception transactions, and merchant corrections.
Ensure proper handling of recovery transactions, total loss payments, payoff-related adjustments, and third-party remittances.
Supervise intake, application, reconciliation, and documentation of inbound payments across multiple processors.
Ensure remote deposit activity is reviewed, balanced daily, and properly logged.
Supervise daily mail/payment intake by teams for certified and time-sensitive mail, ensuring proper handling standards are followed.
Ensure team members are recording all mail into the designated tracking system with required details (date, source, carrier, tracking number, recipient, department, etc.).
Maintain accurate and complete records using tools like Google Sheets.
Perform remote capture deposits.
Build and validate import files for system updates (such as payment applications, status updates, escrow activity).
Lead communications with an off site payment processing vendor.
Communicate with key teams to confirm mail items are reflected, tracked, and accounted for through mail intake processes.
Ensure compliance and confidentiality related to document retention and schedules.
Monitor daily transaction, settlement, and exception reports to confirm payments and customer transactions are processing accurately and on time.
Generate payment, disbursement, and adjustment files to support customer and business transactions.
Review performance and metric dashboards to identify trends.
Escalate issues and coordinate resolution as needed.