As a leading regional bank, SouthState has been providing financial solutions to individuals, families, and businesses in the Southeast for more than 100 years. SouthState team members strive to create remarkable experiences while building meaningful and lasting relationships. We are proud to be a reflection of the communities we serve, and our team members share core values that make SouthState a great place to bank, and a great place to work.
SUMMARY/OBJECTIVES
Responsible for the overall management of the Loan Insurance/Escrow team to include monitoring of daily workflows, staffing, and training. This requires advanced knowledge of all Escrow functions and procedures for insurance tracking, flood zone changes, property tax, forced placed insurance practices, etc. Responsible for assisting with problem resolution and escalations as well as complaint management for the team. Keeps up to date with all changes to bank policies, procedures, federal and state regulations which impact problem resolution aspects. May step in to perform some daily duties of team, when necessary. May assist with special initiatives or projects; supports other areas within Loan Operations as needed; ensures compliance with South State Code of Business Conduct and Ethics and other operating procedures and policies.
***This job is 100% In office***
ESSENTIAL FUNCTIONS
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Manages the Loan Escrow, Taxes & Insurance Team; a team of 12-15 nonexempt direct reports.
- Continuously assesses the quality of team member performance, incoming volumes, productivity, capacity, SLAs and metrics. Works directly with manager to ensure team consistently meets or exceeds SLAs.
- Sets departmental goals that are measurable in terms of improved productivity, expense control, and operating efficiency.
- Assist with coaching team and researching/resolving more complex work problems, customer complaints, and may fill in or assist with production work as necessary.
- Review and update departmental procedures and assist management with process improvements.
- Review and maintain various departmental reports 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 identify business process/system improvements that streamline operations.
- Responds timely to all inquiries from lenders and other bank personnel.
- Manage vendors to ensure performance that is in support of the bank's goals and growth strategies.
- Keep up to date with industry trends and regulations; identify changes affecting the department and take appropriate action; notify staff of internal operations changes.
- Responds to and prepares for as needed audit requests and findings.
- Connect regularly with other teams to build positive, working relationships that promote the bank's customer focus and respond timely to all inquiries from customers, lenders/LOAs, and other bank personnel.
- Recruit, train, develop and retain a highly proficient, adequately staffed team.
- Responsible for organizational integrity and business ethics as it relates to this position and communicating this commitment to any applicable subordinates.
- Culture / Leadership - Effectively coaches and develops employees to perform at the highest level. Has direct, frequent and ongoing communication through one on one meetings and regular department meetings. Delivers performance reviews in a timely manner.
- Creates an engaged workforce by fostering collaboration within their team and their internal and external customers/partners. Creates an enjoyable work environment by being approachable, rational, and objective while building relationships with employees and consistently celebrating success. Takes ownership and accountability by supporting the Bank's goals through goal assignment and attainment that is challenging and realistic for their team. Leaders will live and lead the culture established by SouthState as well as serve as a role model for change.
- Actively engages in personal development by identifying and pursuing resources needed to improve knowledge and performance.
- Perform other related job duties and special projects as assigned.
- Ensure compliance of South State Bank Code of Business Conduct and Ethics and other operating policies and procedures.
The duties and responsibilities listed above may be revised at any time within the sole discretion of South State Bank without advance notice to or the consent of the employee.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
COMPETENCIES
Excellent communication skills (Verbal, written, presentation); high degree of comprehension and retention is a must; strong interpersonal skills; ability to work effectively both independently and within a team environment with minimal guidance; high degree of accuracy and attention to detail; excellent organizational and analytical skills a must; ability to handle confidential information (customers and employees); ability to be flexible and adapt to a changing environment; patience and 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
- Education: High School diploma required; Bachelor's degree preferred.
- Experience: A minimum of 5 years of experience in a loan operations or equivalent related role is required. Previous Management or Supervisor experience is required. Must be knowledgeable in loan documentation and servicing functions including consumer, commercial and mortgage loans. Experience with FiServ systems software is preferred.
- Certifications/Specific Knowledge: Proficient with Office products including Microsoft Word, PowerPoint, and Excel with the ability to create and manage spreadsheets.
TRAINING REQUIREMENTS/CLASSES
- Annual Compliance Training
- Fiserv training as needed to perform specific tasks
- New Employee Orientation
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. 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 use of cellular data (hot spot). Cable or fiber connections are preferred. Requirements are subject to change, as new systems and technology is delivered. Travel may be required to come to meetings as needed.
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