Back Office Supervisor

Location:

Remote

Compensation: $60,000 - $70,000 DOE (exempt/annual salary)

For over 50 years, Transworld Systems, Inc. has been a leader in providing business process outsourcing services, including accounts receivable management, customer relationship management, and back-office services to a diverse customer base. Our 60,000 clients benefit from our ability to help them address immediate business needs while fostering long-term growth throughout the customer lifecycle.

Why should you consider TSI (part of TSI family of companies)?

• 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!

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.

• 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 time frames.
• 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 elevate 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…