Deposit Operations Research Supervisor - Winter Haven

South State Bank

About The Position

The Deposit Operations Research Supervisor (“Supervisor”) plays a pivotal role in overseeing the Research team by monitoring the daily workflow, staffing levels, and training initiatives. The Research team supports requests for all lines of business throughout the Bank and involve deposit and loan accounts for both consumer and commercial accounts. The team is responsible for processing legal orders, such as garnishments and subpoenas, as well as conducting extensive account research to include statements, check images, and related documents. Responsibilities also include handling various types of account verification, legal documentation review, preparing escheatment reports (unclaimed property), managing federal withholding, and correcting 1099INT forms. As a subject matter expert, the Supervisor provides guidance and recommendations to both team members and Bank staff. This position coordinates with external agencies and vendors on matters pertaining to the Research team. The Supervisor also ensures that all transactions comply with regulatory and state requirements and Bank policies and procedures, adhering to security standards and confidentiality protocols for Bank records and customer information.

Requirements

High School Diploma
A minimum of 10 years total in banking is required, of which 4 years must be in team management.
Proficient with general office machines, PC experience, and programs to include Microsoft Word, Excel, Outlook, Teams, and other departmental software.
Complete all required regulatory training to serve as a Subject Matter Expert for the team.
New Employee Orientation
Annual compliance training
Continuous job training
Extensive regulatory training
Other training as assigned by management
Obtain ABA Supervisor/Team Leader Certificate within 1 year in role.
ABA Certificate in Operational Risk Management within 1 year in role.
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.

Nice To Haves

Experience in banking operations management and Fiserv banking applications is preferred (Premier Navigator, Director).
Experience with deciphering legal documents is a advantage.

Responsibilities

Approach all situations logically and professionally to ensure positive customer outcomes.
Assist management with annual processes for escheatment, expired W8s, processing W9 forms, and assessing tax reporting exceptions.
Complete outgoing wire requests for various processes.
Ability to meet or exceed annual goals set by management.
Participate in virtual meetings and communicate clearly with appropriate etiquette.
Work closely with, communicate effectively to, and maintain strong working relationships with team members, all other lines of business, the Legal Team and external agencies to complete tasks accurately.
Serve as a subject matter expert on all Research functions including, but not limited to, legal order processing, system applications, escheatment processes and deadlines, IRS CP2100/B Notice assessments, Federal Withholding exceptions, legal documentation review, account verification principles and wire knowledge to support check collections and Bank CD maturities.
Serve as a subject matter expert in relevant regulations through additional training.
Serve as a liaison between the Bank and vendors, the Legal Team and external agencies that facilitate an aspect of team responsibilities, such as legal orders and escheatment.
Ensure team members are completing requests by conducting in-depth research into records and transactions in accordance with federal and state regulations, Bank policy, and departmental procedures while balancing customer service and risk management.
Ensure tasks and resolution of Source requests are completed within the established service level agreement.
Resolve escalated issues by using critical thinking, analyzing situations, evaluating potential issues, and researching thoroughly to ensure all potential risks are minimized.
Possess proficiency in time management by prioritizing duties, managing team schedules effectively, and meeting strict deadlines without compromising accuracy.
Manage timecards and schedules to ensure adequate team coverage and employee compliance with the department Attendance Policy.
Prepare and present team meeting agendas and materials, focusing on training opportunities and process improvements.
Responsible for ensuring team member training, job coaching, real-time feedback for improved performance and completing periodic performance reviews.
Identify opportunities for process improvements that increase efficiency, reduce risks, enhance the customer experience while seeking opportunities to reduce expenses and increase revenue.
Comply with all risk assessments and audit reviews; monitor all recommendations to ensure no repeat findings occur.
Ensure completion of regression and enhancement CORE system testing and ServiceNow upgrades and deployments.
Ensure completion of and analyze team production logs to identify trends and opportunities for enhancing the individual performance.
Granted a higher check signing authority to support the team.
Responsible for successful testing and execution of deposit account related activities during mergers and acquisitions, software releases, systems upgrades, and system conversions.
Ensure all procedures clearly and accurately reflect the processes for all functions performed within the department and edit/enhance policies and procedures as needed.
Ensure completion of monthly reconciliation for internal DDAs and invoice processing.
Track key performance indicators (KPIs), analyze operational performance, prepare reports for upper management and complete monthly benchmarking.
Collaborate with other teams to streamline operations and ensure smooth workflow across the organization.
Oversee inventory, ensure adequate supplies are available, and contribute to budget management.
Actively participates in the interviewing, selection and hiring of new staff.
Complete other tasks assigned by leadership to contribute to the department’s success.