Loan Operations Support Team Lead

The SouthState story is one of steady growth, deep community roots, and an unwavering commitment to helping our customers move forward. Since our beginnings in the 1930s to becoming a trusted financial partner across the South and beyond - we are known for combining personal relationships with forward-thinking solutions.

We are committed to helping our team members find their success while maintaining the integrity of our values: building trust, fostering lasting relationships and pursuing excellence. At SouthState, individual contributions are recognized, potential is cultivated and team members are inspired to achieve their greater purpose. Your future begins here!

SUMMARY/OBJECTIVES

Responsible for assisting management with the monitoring of daily workflows, staffing, and training of the Collateral Release Specialist, Support Specialist, and credit dispute processing. This requires advanced knowledge of the loan operations functions and procedures; responsible for problem resolution of loans, including Commercial, Mortgage, Consumer loans, and Lines of Credit. Performs daily functions of paid out research, collateral releases, transfers, and substitutions of collateral. Responsible for analyzing credit bureau disputes, performing account level review and root cause analysis, determining resolution course, and making timely responses under strict deadlines. Keeps up to date with all changes to bank policies, procedures, federal and state regulations which impact problem resolution aspects; May assist with special initiatives or projects; supports other areas within Loan Operations as needed.

ESSENTIAL FUNCTIONS

• Lead teams through the daily workflows and volumes, assigning work and ensuring adherence to departmental goals and service level agreements.
• Handles more complex release scenarios to understand collateral documentation to ensure appropriate collateral is released and or maintained to mitigate risk to the bank.
• Using internal and external systems investigate and accurately respond to all credit disputes in a manner that complies with Fair Credit Reporting Act (FCRA). These disputes are received directly from the customer or through e-Oscar.
• Responsible for periodic loan portfolio review of credit reporting fields to ensure information the bank furnishes to Credit Reporting Agencies is accurate.
• Manage loan error resolution and information requests as well as request for Successor in Interest.
• Maintain accurate and properly documented dispute evidence files, while meeting FCRA and other Regulatory required deadlines and designated Service Level Agreements (SLAs).
• Assist manager with coaching team and researching and resolving complex loan issues.
• Performs daily functions of collateral releases, transfers, and substitutions of collateral.
• Continuously assesses the quality of team member performance, incoming volumes, productivity, capacity, SLAs and metrics. And works directly with manager to ensure team consistently meets or exceeds SLAs.
• Review and update departmental procedures and assist management with process improvements.
• Review and maintain various departmental reports in order to identify trends or areas of concern.
• Serve as a subject matter expert and train/cross-train employees; identify cross-training needs within each area; and identifies business process/system improvements that streamline operations.
• Responds timely to all inquiries from lenders and other bank personnel.
• Keep up-to-date with industry trends and regulations; identifies changes affecting the department and takes appropriate action; notifies staff of internal operations changes.
• Responsible for organizational integrity and business ethics as it relates to this position, and communicating this commitment to any applicable team members.
• Perform other related job duties and special projects as assigned.
• Completes compliance training, adheres to all anti-money laundering guidelines and procedures, and all regulatory requirements.
• Performs other related job duties and special projects as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPETENCIES

• High degree of comprehension and retention is a must;
• Strong interpersonal skills and the ability to work effectively both independently and within a team environment with minimal guidance;
• high degree of accuracy and attention to detail;
• excellent communication skills (verbal, written, presentation);
• excellent organizational and analytical skills a must;
• Ability to handle confidential information (customers and employees);
• ability to adjust to a changing environment;
• ability to work under pressure and meet deadlines;
• flexibility in work schedule during peak production period is critical in this position.

Qualifications, Education, and Certification Requirements

• High School diploma required; Bachelor's degree a plus.
• A minimum of 3 years of experience in a loan operations or equivalent role is required.
• Must be knowledgeable in loan documentation and servicing functions including consumer, commercial and mortgage loans.
• Experience with FiServ systems software is preferred.
• Excellent verbal and written skills - ability to work in a strong team environment and communicate effectively with other departments.
• Strong critical thinking and problem-solving abilities.
• Proficiency with Microsoft Office products including Microsoft Word and Excel with the ability to create and manage spreadsheets.

TRAINING REQUIREMENTS/CLASSES

• Annual Compliance Training
• Fiserv training as needed to perform specific tasks

PHYSICAL DEMANDS

This position requires a large amount of time in front of a computer. Must be able to sit for long periods of time. Must be able to effectively access and interpret information via various computer systems, documents, and reports.

WORK ENVIRONMENT

This position is located in a cubicle environment that may be loud throughout the day.