Position Overview

The Supervisor of Trust Accounting is a hands-on, frontline leadership role responsible for the day-to-day management of the organization's Trust Accounting function. This individual leads a team responsible for the accurate processing of client payments, creditor disbursements, trust account reconciliations, payment exception resolution, and financial transaction oversight. Reporting directly to the Manager of Client Experience & Trust Accounting, the Supervisor serves as the primary point of contact for operational execution, ensuring client funds are safeguarded, financial transactions are processed accurately and timely, and all activities comply with regulatory requirements, internal controls, and organizational policies.

ESSENTIAL DUTIES & RESPONSIBILITIES

Frontline Leadership & Daily Operations

• Direct Team Supervision: Lead, mentor, and motivate a team of Trust Accounting Specialists to achieve daily productivity, quality, and service level goals.
• Process Advocacy: Manage the daily processing of client payments, ACH transactions and creditor disbursements while ensuring timely and accurate execution.
• Culture of Accountability: Foster a high-performance environment focused on accuracy, efficiency, and continuous improvement.

Operational Excellence & Workflow Integration

• Trust Accounting Oversight: Oversee the posting and application of client payments, preparation of creditor disbursement files, payment corrections, and transaction balancing activities.
• Workflow Optimization: Collaborate with internal stakeholders to refine cross-functional workflows, eliminating silos between frontline team and back-office creditor support.
• Escalation Management: Serve as the first point of escalation for complex trust accounting issues, payment discrepancies, banking concerns, and transaction-related exceptions.
• Internal Control Adherence: Ensure compliance with organizational procedures and documentation standards.

Quality Assurance & Compliance

• Quality Monitoring: Conduct routine audits of financial transactions, payment files, and supporting documentation to ensure compliance with organizational policies and regulatory requirements.
• Feedback & Coaching: Provide real-time, constructive feedback and conduct one-on-one coaching sessions to improve team performance and accuracy.
• Compliance Maintenance: Ensure all trust accounting activities comply with applicable laws, state regulations, NACHA standards, internal policies, and audit requirements.

Performance Tracking & Data Analytics

• KPI Monitoring: Track and report key performance indicators including payment accuracy, ACH success rates, disbursement timeliness, unresolved exceptions, productivity, and service level performance.
• Process Improvement: Identify bottlenecks in the daily workflow and recommend enhancements to the Manager to drive scalability and efficiency.

Administrative & Personnel Management

• Daily Administration: Manage team schedules, approve timecards, and monitor attendance to ensure adequate coverage for all back-office functions.
• Staff Development: Assist the Manager in the recruitment, onboarding, and technical training of new hires.
• Performance Documentation: Maintain detailed records of coaching sessions, performance reviews, and any necessary disciplinary actions.

WORK EXPERIENCE & QUALIFICATIONS

Required:

• 3–5 years of supervisor or team lead experience in trust accounting, accounting operations, banking operations, payment processing, financial services, or a high-volume back-office environment.
• Functional knowledge of trust accounting principles, ACH processing, banking operations, reconciliations, and money movement protocols.
• Exceptional attention to detail in high-volume, regulated environments.
• Experience in conflict resolution and employee relations issues. 
• Proven ability to create, implement and manage employee performance metrics and reporting.
• Proven track record of achieving results through team collaboration
• Proven ability to lead, mentor, and motivate a team to achieve performance goals
• Exceptional in conducting one-on-one coaching sessions and providing constructive feedback.
• Decision-making and problem-solving skills.
• Ability to handle complex issues and guide team members effectively.
• Proven analytical skills for data interpretation and process improvement.
• Strong time management and prioritization skills. 
• Ability to adapt to changing priorities, client needs, or organizational goals
• Proficiency in operating systems, internet browsers, Microsoft Office Suite, and multitasking across multiple programs.
• Must have dedicated at home office space with high-speed internet service 
• Ability to be flexible with schedule, available nights, weekends and holidays

Preferred:

• 5+ years of supervisor or team lead experience specifically in administrative operations or a high-volume back-office environment.
• Expertise in the relevant field of customer service, credit counseling or call center operations.  
• Oral and written fluency in Spanish a plus.

EDUCATION

Required:

• High school diploma or GED.
• Equivalent combination of education, training, and directly related work experience.

Preferred:

• Associate degree relevant professional certifications related to financial operations, accounting, leadership, or process improvement.