Loan Insurance Escrow Manager - Charleston

SUMMARY/OBJECTIVES Responsible for the overall management of the Loan Insurance/Escrow team, including monitoring daily workflows, staffing, and training. This role requires advanced knowledge of all escrow functions and procedures for insurance tracking, flood zone changes, property tax, forced placement insurance practices, etc. The manager assists with problem resolution and escalations, handles complaint management, stays current on changes to bank policies, procedures, and regulatory requirements, and may step in to perform daily duties or special initiatives as needed. ESSENTIAL FUNCTIONS Manages the Loan Escrow, Taxes & Insurance Team of 12–15 direct reports, including a team leader. Continuously assesses team performance, volume, productivity, capacity, SLAs, and metrics. Works with the manager to ensure the team meets or exceeds SLAs. Sets measurable departmental goals for productivity, expense control, and operating efficiency. Coaches team members and resolves complex work problems and customer complaints. Reviews and updates departmental procedures and supports process improvements. Maintains departmental reports to identify trends or areas of concern. Serves as subject‑matter expert and trains/cross‑trains employees; identifies cross‑training needs. Responds promptly to inquiries from lenders, customers, and bank personnel. Manages vendors to ensure performance aligns with the bank’s goals. Keeps up‑to‑date with industry trends and regulations, notifying staff of changes. Prepares for audit requests and responds to findings. Builds positive relationships with other teams to promote customer focus. Recruits, trains, develops, and retains a high‑proficiency team. Communicates and upholds the Bank’s Code of Business Conduct and Ethics. Develops an engaged workforce by fostering collaboration within the team and with partners. Leads by modeling the culture established by SouthState and serving as a role model for change. Performs other related duties and special projects as assigned. COMPETENCIES Excellent verbal, written, and presentation communication skills. High degree of comprehension, retention, accuracy, and attention to detail. Strong interpersonal skills and ability to work independently and within a team with minimal guidance. Organizational and analytical skills with ability to handle confidential information. Flexibility to adapt to a changing environment and work under pressure to meet deadlines. Availability for flexible work schedule during peak production periods. QUALIFICATIONS, EDUCATION, AND CERTIFICATION REQUIREMENTS Education: High school diploma required; bachelor’s degree preferred. Experience: Minimum of 5 years in a loan operations or equivalent role; prior management or supervisory experience required. Knowledge: Proficient in loan documentation and servicing for consumer, commercial, and mortgage loans. Systems: Preferred experience with Fiserv systems software. Tools: Proficient with Microsoft Word, PowerPoint, and Excel; ability to create and manage spreadsheets. TRAINING REQUIREMENTS / CLASSES Annual compliance training. Fiserv system training as needed. New employee orientation. PHYSICAL DEMANDS Requires a large amount of time in front of a computer and the ability to sit for long periods of time. Must access and interpret information via various computer systems, documents, and reports. WORK ENVIRONMENT Position located in a cubicle environment that may be loud. Telecommuting roles require a secure home office free from background noise, with a reliable private internet connection (preferably cable or fiber). LOCATION 2440 Mall Drive, North Charleston, South Carolina 29406 EEO STATEMENT Equal Opportunity Employer, including disabled/veterans. #J-18808-Ljbffr SSB002 SOUTHSTATE BANK, NATIONAL ASSOCIATION