Deposit Ops COP Specialist - Hybrid in Charleston or McKinney

Deposit Operations Specialist

The South State 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 South State, individual contributions are recognized, potential is cultivated and team members are inspired to achieve their greater purpose. Your future begins here!

The Deposit Operations Specialist plays a pivotal role in executing consumer and commercial account monitoring duties, which primarily consists of essential daily operational tasks such as investigation and resolution of adjustment inquiries, review of daily exception reports, and management of the Bank's Courtesy Overdraft Privilege (COP) program (approximately 670,000 customers enrolled, with a monthly utilization of $8 million dollars).

The Specialist ensures that all transactions and actions comply with regulatory requirements and Bank policies and procedures, adhering to security standards and confidentiality protocols for Bank records and customer information. By diligently monitoring and managing customer accounts, the Specialist safeguards both the Bank and its customers from potential loss, contributing to the financial stability of an institution with assets exceeding $65 billion.

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 accurately fulfilling customer requests via the Bank's ticketing system to include resolving exceptions, investigation and resolution of adjustment inquiries related to checks, Bank processing errors, first line regulatory monitoring, interest rate calculations and adjustments, and other general inquiries.
• Make sound decisions and conduct in-depth research into records and transactions in accordance with federal and state regulations including Reg CC, Reg DD, and FCRA, Bank policy, and department procedures while balancing customer service and risk management.
• Complete 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, branch staff, the Contact Center, and other lines of business to complete tasks accurately.
• Ability to meet or exceed productivity and accuracy 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.
• Identify, and either correct or report, errors to bankers that could prevent an account from functioning as disclosed and/or being inconsistent with the account.
• The Specialist must be able to convey findings and recommendations clearly and concisely to internal teams.
• Research and respond to Chex Systems disputes within the contractual guidelines and time frames established.
• Review, calculate, and process interest adjustments across all product types.
• Provide efficiency ideas to leadership to drive meaningful procedural/automation improvements and foster a culture of innovation and adaptability.
• Accept other duties as assigned by leadership, demonstrating flexibility and a willingness to contribute to the team's success.

Competencies

• Follow documented procedures accurately.
• Maintain close attention to detail.
• Demonstrate strong analytical and account research abilities.
• Have word processing and computer database skills and be able to learn and navigate necessary computer systems and websites.
• Understand mathematical principles.
• Must be self-motivated and adaptable in a fast-paced, ever-evolving environment.
• Work well under pressure, maintaining composure and meeting deadlines.
• Exhibit excellent communication, organizational, problem-solving, and time management skills.
• Maintain confidentiality of sensitive information.
• Be assertive and able to multitask.
• Collaborate effectively with team members to ensure timely and accurate completion of tasks.

Qualifications, Education, and Certification Requirements

• Education:
  
  High School Diploma or equivalent.
• Experience:
  
  A minimum of 2 years total in…