Back Office Supervisor

About the role

For over 50 years, the organization has provided business process outsourcing services such as accounts receivable management, customer relationship management, and back-office support to a diverse customer base. Serving 60,000 clients, the organization helps address immediate business needs while fostering long-term growth throughout the customer lifecycle.

The Back Office Supervisor is responsible for leading daily processing activities to ensure accurate and timely loan servicing. This role manages team capacity, workflows, and adherence to procedures across account maintenance, document handling, and borrower servicing. The supervisor develops team capabilities while ensuring compliance with quality, service, and regulatory standards, thereby supporting operational efficiency and borrower satisfaction.

Responsibilities

• Oversee daily processing operations and prioritize work to meet service levels
• Supervise, coach, and develop staff performance
• Monitor productivity, accuracy, and turnaround times; implement improvements
• Ensure quality and accuracy of account updates and loan servicing tasks
• Manage escalations and exceptions in processing
• Use operational reports to evaluate performance and communicate findings
• Maintain and update standard operating procedures
• Identify and lead process improvement initiatives
• Ensure compliance with regulations, policies, and internal controls
• Support audit readiness and corrective actions
• Coordinate staffing and workload coverage
• Collaborate with related departments to resolve issues
• Assist with operational changes and system enhancements
• Report operational priorities and risks to leadership

Requirements

• Minimum three years in loan servicing, financial operations, banking, or related processing
• At least one year of experience leading or coordinating a team
• Knowledge of transaction processing, quality review, and service workflows
• Strong communication skills and attention to detail with confidential information
• Proficiency with servicing systems and Microsoft Office, including Excel
• Ability to meet physical requirements related to vision and detail recognition

Pay

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

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan with employer matching
• Paid time off and paid holidays