Loan Payment Processing Supervisor (Onsite)

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 overall management of Loan Operations servicing team that focuses on payment processing and loan payoffs functions. This includes the processing of various loan maintenance requests, exception item processing, various report, etc. Responsible for problem resolution of loan servicing, including payment & payoff processing. This position requires advanced knowledge of loan operations servicing functions and procedures. Performs the daily duties of the team, when necessary. Ensures that all training plans, manuals and procedures are kept current; ensures staff members are kept abreast on all changes to bank policies, procedures, regulations; supports other areas within Loan Ops as needed; may assist with and special initiatives or projects, including M&A.

This position will be 100% in-office at the Charleston, SC Support Center.

ESSENTIAL FUNCTIONS

• Supervises the Loan Operations payment processing / loan payoff team, a team of 5-8 non-exempt, direct reports.
• Supervises oversight of the payment & payoff processing, payoff quotes, various loan maintenance requests, exception item processing, various reports, and other various servicing duties.
• Prepares and monitors management reports which communicate the effectiveness of the department in terms of volume, capacity, quality control, SLAs met, and FTE individual performance.
• Sets departmental goals that are measurable in terms of productivity, expense control, and operating efficiency and holds team accountable to these goals.
• Leads staff meetings to communicate industry and company changes in order to maintain team unity and comprehension.
• 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.
• Develops and implements policies and procedures to improve operational efficiencies and to ensure compliance with Federal and State compliance regulations and bank guidelines.
• Recruit, train, develop and retain a highly proficient, adequately staffed team.
• Serve as a subject matter expert in the servicing on loans and payment processing areas and identifies business process/system improvements that streamline operations
• Assist in resolution of more complex or escalated issues and fill in or assist as necessary.
• Assist Loan Servicing Manager in any conversion related activities as needed. This will include data collection, process discussions, data mapping, testing phases, production conversion, and post-conversion monitoring, etc.
• Keep abreast of industry trends and regulations, identifies changes affecting the department and takes appropriate action, notifies staff of internal operational changes.
• Actively engages in personal development by identifying and pursuing resources needed to improve supervisory/management performance.
• 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.
• Responsible for organizational integrity and business ethics as it relates to this position, and communicating this commitment to staff as applicable. Ensures compliance of SouthState Codes of Conduct, HR Guides, and other operating policies and procedures.

The duties and responsibilities listed above may be revised at any time within the sole discretion of SouthState 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 to include verbal, written, and presentation; with an emphasis on group presentation skills, ability to influence and to support ability to provide superior customer service to internal and external customers.
• Knowledge of workflow management and possession of strong organizational skills.
• Ability to problem-solve, think critically, decision-make, and appropriately escalate issues when necessary.
• Ability to effectively lead a team of employees performing a variety of functions.
• Ability to make adjustments to meet changing needs and meet competing deadlines.

Qualifications, Education, and Certification Requirements

• Education: High School diploma required; College graduate or equivalent work experience is preferred.
• Experience: A minimum of 3 years' servicing related experience is required. Management or Supervisory experience is required. Must have in-depth knowledge of loan processing preferably in loan servicing. Experience with FiServ Premier software is preferred.
• Certifications/Specific Knowledge: Proficiencies in Excel, PowerPoint, Word, Visio

TRAINING REQUIREMENTS/CLASSES

• Annual Compliance Training
• FiServ training as needed to perform specific tasks

PHYSICAL DEMANDS

Must be able to effectively access and interpret information via various computer systems, documents, and reports. Must be able to sit for long periods of time and requires a large amount of time in front of a computer.

WORK ENVIRONMENT

This position is located in a cubicle environment. If remote work is approved, on occasion, when working remotely must have a secure home office environment that is free from background noise and distractions. 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 for training, meetings, etc. as needed.