Supervisor, Servicing Operations - Payment Processing

Responsibilities

Team Leadership and Oversight

• 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.

Payment Operations & Transaction Oversight

• 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.

Refunds, Escrow & Financial Adjustment Administration

• 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).

Coordination and Cross Functional Work

• 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.

Operations and Oversight

• 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.

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.

Compensation

• Base salary of $55,000 to $65,000 + corporate bonus eligibility.
• Stock option package.
• Robust Health Care Plans (Medical, Dental & Vision).
• Generous Parental Leave.
• Flexible Time Off (FTO) Policy.
• Retirement Plan (401k) with company match.
• Educational Assistance/Tuition Reimbursement up to $3K/year.
• Life Insurance (Basic, Voluntary & AD&D).
• Short Term / Long Term Disability.
• Ancillary benefits including accident insurance, hospital insurance.
• Wellhub (Gympass) Wellness Benefit.
• Recreational Safety Benefit.