Service Delivery Quality Assurance Specialist-2

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!

SUMMARY/OBJECTIVE:

The Service Delivery Quality Assurance Team (QA Team) conducts monitoring of all interactions with requests serviced by the various teams in the Support areas through The Source. The QA Team will Support Tickets for Loan Operations, Deposit Operations, VIP, IT, Card Services, etc. Quality monitoring is completed to measure the exceptional customer service standards set forth by the Bank and to ensure expectations are met and any coaching opportunities are identified and addressed. The Quality Assurance Specialist provides a consistent and accurate measurement of quality while producing a cycle of continuous feedback resulting in improvements. They ensure that the team members comply with the rules and regulations of SouthState contributing to improve efficiencies and cost controls through the evaluation of efficient and effective work processes.

ESSENTIAL FUNCTIONS

Responsible for ensuring that both external and internal customers receive the highest level of service by performing the following:

• Completes Monthly Quality Assurance Assessments to ensure quality standards are met.
• Completes all reporting within the assigned deadline.
• Handles the complaint portal on a monthly rotation to research and assign to the appropriate individual for coaching opportunities, callbacks to the customer. Ensuring the complaint has been resolved, documented, and closed in a timely manner.
• Communicates any tips, suggestions or guidance based on identified trends on a regular basis.
• Provides monthly reporting to capture successes and opportunities to keep the managers abreast of the trends. Including recommendations and possible resolutions.
• Ensures the security of customer information and minimizing bank losses by monitoring the customer authentication procedures used by our agents.
• Monitors activity in an unbiased, professional manner that is always in the best interest of the department, the customer, and SouthState.
• Elevates incidents needing immediate attention to the management team and provides continuous feedback to managers.
• Consistently maintains a professional, courteous, and pleasant tone regardless of the circumstances and through all communications.

• Possesses strong working knowledge of all products, services, systems, processes, and procedures as it relates to Customer Care Center operations.
• Takes an active part with the management team in designing the ticket monitoring formats and ongoing quality standards.
• Offers suggestions and develops procedures that may assist with increasing efficiency within the Support teams.
• Provides support by performing additional duties and tasks as needed or assigned.
• Promotes a harmonious work environment through a team approach.
• Reports any trends or other issues as they arise.

COMPETENCIIES

• Strong knowledge of banking policies and procedures.
• Consistently maintains a professional, courteous, and pleasant tone regardless of the circumstances.
• Strong multi-tasking and problem-solving skills to handle and respond to inquiries timely.

The duties and responsibilities listed above may be revised at any time within the sole discretion of SouthState without advance notice to or the consent of the employee.

Accepts other duties as assigned.

Must be available to travel when necessary.

SouthState reserves the exclusive right to transfer an employee, without their consent or advance notice, from their current position to any other position within the same branch or a different branch.

Qualifications, Education, and Certification Requirements:

• Education: High School diploma required, College or Associate Degree preferred.
• Experience: Strong knowledge of banking operations procedures but not limited to navigating banking systems and interpreting team members and customer needs.
• Strong computer skills and ability to navigate systems for quick resolution.
• Certifications/Specific Knowledge: Must have strong knowledge of customer care techniques and processes including verbal, listening, and problem-solving skills. Must have outgoing and upbeat personality. Excellent writing skills. Knowledge of computer navigation, troubleshooting and keyboarding skills, including the ability to navigate between multiple systems. Ability to work with confidential information, both internally and externally, in a professional manner. Ability to have flexible hours when necessary. Interpersonal skills to create a positive and effective work environment, motivating, and interacting with people.

TRAINING REQUIREMENTS/CLASSES

• Annual Regulatory Compliance Training
• Successful completion of all assigned training.

PHYSICAL DEMANDS/WORK ENVIRONMENT:

• Must be able to effectively access and interpret information on computer screens, documents, reports, and identify customers.
• This position requires a large amount of time in front of a computer.
• SouthState reserves the right to modify its Remote Work Standards and Eligibility requirements at any time.
• SouthState reserves the right to suspend Remote Work privileges at any time.

Equal Opportunity Employer, including disabled/veterans.