Dep Ops Exception Specialist I - Charleston

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

SouthState Bank (the "Bank"), a nationally chartered financial institution, is renowned for offering comprehensive consumer, commercial, mortgage, and wealth management services to over one million customers across Alabama, the Carolinas, Colorado, Florida, Georgia, Texas, and Virginia. Through its Correspondent Banking Division, the Bank serves clients nationwide.

The Deposit Operations Exceptions Specialist ("Specialist") plays a pivotal role in executing primary consumer and commercial account monitoring duties, which encompass essential daily operational tasks such as transaction processing, account reconciliation, and fraud detection. This position ensures that all transactions comply with regulatory requirements and Bank policies and procedures, adhering to security standards and confidentiality protocols for Bank records and customer information. By diligently monitoring and managing customer accounts, the Specialist safeguards both the Bank and its customers from potential loss, contributing to the financial stability of an institution with assets exceeding $65 billion.

ESSENTIAL FUNCTIONS

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

• Approach all situations logically and professionally to ensure positive customer outcomes.
• Assist internal customers (branches and other lines of business) with inquiries and guide them through applicable procedures.
• Responsible for accurately fulfilling customer requests via the Bank's ticketing system to include but not limited to Deposit Account Transaction Questions, Deposit Account Support Questions, Deposit Account Adjustments, Deposit Account Close/Re-Open, Manual Check Return, and Cashier's Check Support.
• Process requests by conducting in-depth research into records and transactions in accordance with federal and state regulations, Bank policy, and departmental procedures to make sound decisions while balancing customer service and risk management.
• Complete all work within the established service level assignment to ensure timely input of corrections and review of items originally processed by the branches.
• Conduct manual reviews to identify errors that automation may miss, ensuring the highest level of precision and accuracy.
• Possess proficiency in time management by prioritizing duties, managing schedules effectively, and meeting strict deadlines without compromising accuracy.
• Work closely and communicate effectively with team members, other departments, branch staff, the Contact Center, and external customers to complete tasks accurately.
• Ability to meet or exceed productivity and accuracy expectations and achieve other annual goals assigned by management.
• Cross train in other teams within Deposit Operations to be able to provide back up support when needed.
• Participate in virtual meetings and communicate clearly with appropriate etiquette.
• This position requires a full understanding of Director reports and how to use them to locate Bank information pertaining to customer accounts and research for customer account issues.
• Perform critical maintenance functions on customer accounts and collaborate with other lines of business to prevent fraud and mitigate the risk of loss to the Bank and customers.
• Reduce charge-offs and potential Bank losses by systematically offsetting losses through other eligible accounts when applicable and placing memo debits on credits coming in for charge-off accounts.
• Complete all exception item module functions in Navigator within the allotted time frame to include Stop Payments, NSF, and Non-Post.
• Ensure the institution returns balance at the night prior to Fiserv shutting down EIM.
• Review all missing work from the I-teller system and correct as needed.
• Process all charge-back items to the proper account and print and mail the corresponding image replacement document and notices to the customer.
• Complete other tasks assigned by leadership to contribute to the department's success.

COMPETENCIES

• Follow documented procedures accurately.
• Maintain close attention to detail.
• Demonstrate strong analytical and account research abilities.
• Possess the skills to be able to learn and navigate necessary computer systems and websites.
• Comprehension of mathematical principles.
• Must be self-motivated and adaptable in a fast-paced environment.
• Work well under pressure, maintaining composure and meeting deadlines.
• Exhibit excellent communication, organizational, analytical, problem-solving, and time management skills.
• Maintain confidentiality of sensitive information.
• Be assertive in all scenarios.
• Possess the ability to multitask regularly.
• Collaborate effectively with team members to ensure timely and accurate completion of tasks.

QUALIFICATIONS, EDUCATION, AND CERTIFICATION REQUIREMENTS

• Education: High School Diploma or equivalent.
• Experience: A minimum of 2 years total in banking is required. Experience with Fiserv banking applications is preferred (Premier Navigator, Director).
• Certifications/Specific Knowledge: Proficient with general office machines, PC experience, and programs to include Microsoft Word, Excel, Outlook, Teams, and other departmental software.

TRAINING REQUIREMENTS/CLASSES

• New Employee Orientation
• Annual compliance training
• Exceptions Training Plan
• Other training assigned by management

PHYSICAL DEMANDS

This position requires a large amount of time in front of a computer. This can be done sitting or standing with the use of the right desk. Must be able to effectively access and interpret information on computer screens, documents, and reports.

WORK ENVIRONMENT

This position is in a cubicle environment that may be noisy throughout the day. If applicable: Telecommuting roles, no matter if hybrid or 100% full time telecommuting, must have a secure home office environment that is free from background noise and distractions. They must also have a reliable private internet connection that is not supplied by cellular data (hot spot). Cable or fiber connections are preferred. Requirements are subject to change, as new systems and technology are delivered.

TRAVEL

Occasional travel may be required for outside meetings, training, or natural disasters affecting the ability to work in a Support Center or Remotely from home.

Equal Opportunity Employer, including disabled/veterans.