Treasury Management Quality Improvement Analyst

SouthState Bank

22h

About The Position

The Treasury Management Quality Improvement Analyst evaluates client interactions through phone calls and ticket systems, assessing associates’ professionalism, technical accuracy, customer service performance, and adherence to departmental policies and procedures. The role supports training and onboarding, develops quality-control and educational materials, and helps ensure client documentation and internal processes comply with regulatory guidelines. The analyst collaborates with Treasury leadership, conducts quality reviews of client onboarding and implementations, maintains tracking logs, and provides subject matter expertise to internal bank staff. The position also supports team morale and associate development, participates in special projects and professional training, and builds extensive technical knowledge of Treasury Management products, services, pricing, documentation, operating systems, and data transmission formats and protocols. The position is based in a private office within a temperature-controlled facility and may be performed remotely at times. Remote work requires a secure, quiet home office and a reliable private internet connection. Travel may be required for meetings.

Requirements

Bachelor’s degree or equivalent experience.
At least 2 years of banking experience.
At least 2 years of related experience in Treasury Management product support or implementations.
Knowledge of bank operating systems and commercial banking practices.
Knowledge of Treasury Management products, services, procedures, and practices.
Excellent communication skills.
Ability to handle difficult and stressful situations with professional composure.
Analytical skills.
Familiarity with treasury systems and technology.
Strong organizational skills.
Strong knowledge of personal computers, Microsoft Office, and other department software.
Strong attention to detail and accuracy.
General banking knowledge.
Must be able to access and interpret information on computer screens, documents, and reports, and exchange accurate information with teammates and leaders.

Nice To Haves

Experience analyzing commercial relationships, strategic sales planning, and client issue resolution.

Responsibilities

Evaluate support calls and ticket responses for associate demeanor, technical accuracy, customer service, and compliance with department policies and procedures.
Assist Treasury Management with developing training objectives for new team members.
Create and maintain quality-control rubrics and educational materials to assess training effectiveness.
Create questionnaires to encourage further knowledge of Treasury Management products and services.
Evaluate client interactions conducted through phone and ticket systems.
Create and schedule team-building activities to maintain team morale.
Encourage support team members to use resources for self-development.
Ensure client Treasury Management documentation and internal processes and procedures comply with regulatory guidelines.
Collaborate with Treasury leadership to maintain department procedures.
Conduct quality reviews of client onboarding and implementations.
Maintain tracking logs based on monitored calls and tickets.
Provide subject matter expertise to internal bank staff as required.
Assist with special projects as required.
Update skills through professional training and cross-training offered by the Bank.
Develop and maintain extensive technical knowledge of Treasury Management products, services, pricing, service setup documentation, operating systems, and data transmission formats and protocols.