Deposit Ops Exceptions Supervisor - Charleston

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 Supervisor (Supervisor) plays a pivotal role in overseeing the Exceptions team by monitoring the daily workflow, staffing levels, and training initiatives. The Exceptions team supports requests for all lines of business throughout the Bank and involves deposit and loan accounts for both consumer and commercial accounts. The team is responsible for primary account monitoring duties and daily operational tasks such as transaction processing, account reconciliation, and fraud detection. As a subject matter expert, the Supervisor provides guidance and recommendations to both team members and Bank staff. The Supervisor also ensures that all transactions comply with regulatory and Bank policies and procedures, adhering to bank security standards and confidentiality protocols for Bank records and customer information. These responsibilities contribute to the financial stability of an institution with assets exceeding $65 billion. This position requires an in‑office presence on a weekly basis from the Charleston, SC location. 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 ensuring team members accurately fulfill customer requests via the Bank’s ticketing system to include resolving account and EIM exceptions, missing work, check returns, COD issues/maintenance and other general research inquiries. Ensure requests are processed by conducting 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 the established service level assignment 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. 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 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 to include 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. Serve as a subject matter expert in 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 and assist the banker. Ensure comprehensive training on Exception’s responsibilities for new team members and existing team members, ensuring necessary access is granted 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 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 and analyze team production logs to identify trends and opportunities for enhancing the 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. COMPETENCIES 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. QUALIFICATIONS, EDUCATION, AND CERTIFICATION REQUIREMENTS Education: High School Diploma or equivalent is required. Experience: A minimum of 10 years total in banking is required, of which 4 years must be in team management. Experience in banking operations management and 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 Extensive regulatory training Other training assigned by management 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. PHYSICAL DEMANDS This position requires an in‑office presence on a weekly basis from the Charleston, SC location. 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. WORK LOCATION 2440 Mall Drive North Charleston, South Carolina 29406 Equal Opportunity Employer, including disabled/veterans. #J-18808-Ljbffr