Association Banking Client Support Specialist

Association Banking Operations Team Lead

The SouthState story is one of steady growth, deep community roots, and an unwavering commitment to helping our customers move forward. Since our beginnings in the 1930s to becoming a trusted financial partner across the South and beyond - we are known for combining personal relationships with forward-thinking solutions.

We are committed to helping our team members find their success while maintaining the integrity of our values: building trust, fostering lasting relationships and pursuing excellence. At SouthState, individual contributions are recognized, potential is cultivated and team members are inspired to achieve their greater purpose. Your future begins here!

It is the responsibility of the Association Banking Operations Team Lead to take ownership of all tasks and challenges that they encounter in the operation of their assigned position. Primary responsibilities, as outlined below, include the daily support of Association Banking customers, products, paperwork and procedures.

Essential Functions

• Synchronizes operations of the department's Association Banking products, account opening and account revision process, including preparing documentation as it pertains to the Association Banking products and services
• Assist clients with Lockbox payment coupon orders as needed
• Monitors Association Banking reporting and customer communication as it relates to Lockbox, Remote Lockbox, SCO, ProPay, Canadian Items, ACH Returns, Stop Payments and Paragon Escrow Manager
• Assist clients with account issues; ex: fraudulent items, stop payments, exceptions items, etc.
• Responsible for aiding in development, implementation, maintenance, and customer service requirements of department
• Association Banking Product Support- assists clients with product support and paperwork, including any instructional documents or training
• Manages the implementation and monitoring of risk management policies related to Association Banking services
• Scanning and importing of client documentation
• Handles phone calls from clients and bank employees with questions
• Performs fast and accurate research for clients
• Maintains and follows through on customer contact regarding changes, additions and other issues with Association Banking products
• Gathers information and resources to resolve client issues and escalate as needed
• Resolves operational problems in a timely and accurate manner, to the mutual benefit of the Bank and its business relationship by initiating inquiries, originating corrective action, coordinating and/or monitoring that action to desired conclusion
• Communicates resolution both to the client and the relationship manager
• Proactively interacts with other departments to achieve the service and support of Association Banking clients.
• Expected to participate in system tests/validations when updates occur to ensure that the external customers will experience minimal impact.
• Collaborates with branch personnel or business partners in order to make appropriate solutions to client which satisfy the customer and bank relationship.
• Provide product customer service for property mgmt. companies and associations including but not limited to: TNav, Bill Pay, Lockbox, Remote Lockbox, ProPay, Remote Deposit Capture and Positive Pay
• Ensure that the Bank's policies and procedures, code of conduct, and regulatory guidelines are strictly complied with
• Provide assistance to other employees by liaising with them through healthy and positive interactions
• Continuously update skills by participating in professional training
• Seek opportunities to improve skills through cross-training offered by the Bank
• All other tasks, responsibilities or duties, as directed by management

Competencies

• Must be able to organize and manage multiple priorities
• Must be able to demonstrate exceptional customer service by proactively making an effort to determine customer needs, and foster an environment where customer issues are resolved with sensitivity, timeliness and accuracy
• Proficient with general office machines and programs to include Microsoft Office
• Ability to use the computer efficiently and the capacity to learn new software programs as they are rolled out by the Bank
• Must have good knowledge of business English, including spelling and punctuation
• Must possess basic English language skills in order to write and speak clearly, and effectively with coworkers and customers
• Must be well-organized, accurate, and attentive to detail
• Must be cooperative and willing to assist coworkers and customers on a regular basis
• Must have effective listening skills demonstrated by the ability to listen to others talk (without interruption), understand them, and then propose solutions or make contributions based on the points made by others
• Must possess excellent multi-tasking skills and be able to function well under pressure
• Must be able to remain composed under pressure and respond to customer and coworker concerns regularly
• Must have a keen eye for detail and follow instructions to the letter
• Must be patient and willing to help others in solving problems while maintaining a positive attitude at all times

Qualifications, Education, and Certification Requirements

• Education: High school graduate
• Experience: 1 to 2 years of general banking or cash management experience preferred
• Certifications/Specific Knowledge: Banking, Customer Service and Operational knowledge necessary

Training Requirements/Classes

• New Employee Orientation; Required annual compliance training; Annual Association Banking training sessions

Physical Demands

No unusual physical demands required for this job. Must be able to effectively access and interpret information on computer screens, documents, reports, and identify customers. Must be able to do sedentary work. This position requires a large amount of time in front of a computer. This can be done sitting or standing with use of the right desk. This position may require bending and reaching. May occasionally lift up to 25 pounds to perform job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Position may require the ability to work before or after normal business hours to attend various employee meetings, training sessions, and community events supported by the Bank, to include evenings and weekends.

Work Environment

This position is located in an open operations area with a private cubicle. The position is located inside a cooled and heated facility with the ability to go to a break room or rest room during breaks.

Equal Opportunity Employer, including disabled/veterans.