Deposit Ops Exceptions Supervisor - Charleston

SouthState Bank•Charleston, SC

7d•Hybrid

About The Position

SouthState Bank, a nationally chartered financial institution with over one million customers, offers comprehensive consumer, commercial, mortgage, and wealth management services. The Deposit Operations Exceptions Supervisor plays a pivotal role in overseeing the Exceptions team, monitoring daily workflow, staffing, and training. This team supports all lines of business by handling deposit and loan accounts for both consumer and commercial clients, focusing on primary account monitoring, transaction processing, account reconciliation, and fraud detection. The Supervisor acts as a subject matter expert, providing guidance and recommendations to team members and Bank staff, ensuring compliance with regulatory and Bank policies, and adhering to security standards and confidentiality protocols. This role contributes to the financial stability of an institution with assets exceeding $65 billion and requires an in-office presence weekly in Charleston, SC.

Requirements

High School Diploma or equivalent is required.
A minimum of 10 year's total in banking is required.
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.
Ability to lead, motivate, and develop a team, as well as foster a collaborative work environment.
Strong communication skills to effectively liaise with employees, management, and stakeholders.
Ability to quickly and effectively resolve operational issues and implement solutions.
Skills in data analysis and performance tracking to identify areas for improvement.
Crucial for managing processes, maintaining quality, and ensuring accuracy in reports and documentation.
Essential for managing diverse tasks and ensuring timely completion of work.
Be self-motivated and adaptable to work in rapidly changing situations.
Ability to work well under pressure, maintaining composure, and meeting deadlines.

Nice To Haves

Experience in banking operations management and Fiserv banking applications is preferred (Premier Navigator, Director).
Obtain ABA Supervisor/Team Leader Certificate within 1 year in role.
Obtain ABA Certificate in Operational Risk Management within 1 year in role.
NCP certification within 3 years in role.

Responsibilities

Oversee the Exceptions team, monitoring daily workflow, staffing levels, and training initiatives.
Support requests for all lines of business, involving deposit and loan accounts for consumer and commercial accounts.
Perform primary account monitoring duties and daily operational tasks such as transaction processing, account reconciliation, and fraud detection.
Provide guidance and recommendations to team members and Bank staff as a subject matter expert.
Ensure all transactions comply with regulatory and Bank policies and procedures, adhering to bank security standards and confidentiality protocols.
Assist internal customers (branches and other lines of business) with inquiries and guide them through applicable procedures.
Ensure team members accurately fulfill customer requests via the Bank’s ticketing system, including resolving account and EIM exceptions, missing work, check returns, COD issues/maintenance, and other general research inquiries.
Conduct in-depth research into records in accordance with federal and state regulations, Bank policy, and departmental procedures to make sound decisions while balancing customer service and risk management.
Ensure completion of all work within established service level assignments to ensure timely input of corrections and review of items originally processed by other lines of business.
Conduct manual reviews to identify errors that automation may miss, ensuring the highest level of precision and accuracy.
Prioritize duties, manage schedules effectively, and meet 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.
Meet or exceed expectations and achieve other annual goals assigned by management.
Participate in virtual meetings and communicate clearly with appropriate etiquette.
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, including Stop Payments, NSF, and Non-Post.
Ensure the institution returns balance at 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.
Serve as a subject matter expert in all daily functions of the team and relevant regulations through additional training.
Assist Specialists and Analysts by providing guidance on complex issues and determining appropriate actions to safeguard both the bank and the customer.
Ensure comprehensive training on Exceptions' responsibilities for new and existing team members, ensuring necessary access and resources are provided.
Ensure successful regression and enhancement CORE system testing and ServiceNow upgrades and deployments.
Run IES blocks for CORE testing to ensure the team has accounts needed to test.
Responsible for successful testing and execution of deposit account related activities during mergers and acquisitions, software releases, systems upgrades, and system conversions.
Provide efficiency ideas to leadership to drive meaningful procedural/automation improvements and foster a culture of innovation and adaptability.
Review and approve/deny TMS transactions that exceed limits.
Granted a higher check signing authority to support Specialists.
Actively attend compliance calls and become a subject matter expert in relevant regulations through additional training.
Attend project calls on process improvements and assist with identifying additional improvements.
Revise procedures as required when changes arise and submit them to the manager for review and subsequent approval.
Ensure all procedures clearly and accurately reflect the processes for all functions performed within the department.
Perform comprehensive investigations into all customer complaints and respond promptly with precise findings.
Conduct weekly audits to spot and resolve process issues and address with the team.
Resolve escalated issues by using critical thinking, analyzing situations, evaluating potential issues, and researching thoroughly to ensure all potential risks are minimized.
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 and encourage team members to provide efficiency ideas to drive meaningful procedural/automation improvements that increase efficiency, reduce risks, enhance the customer experience, and 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 and analyze team production logs to identify trends and opportunities for enhancing individual performance.
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 participate in the interviewing, selection, and hiring of new staff.
Complete other tasks assigned by leadership to contribute to the department’s success.