Treasury Management Quality Improvement Analyst

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!

ESSENTIAL FUNCTIONS

• Support calls and ticket responses to assess associate’s demeanor, technical accuracy, customer service performance, and conformity to department’s policies and procedures.

• Assist Treasury management with creating training objectives for onboarding of new team members.

• Create and maintain Quality Control Rubrics and other educational material to assess training effectiveness
• Creation of questionnaires to provoke further knowledge of Treasury Management products and services. 
• Primary focus is evaluating client interactions via phone and ticket systems.
• Create and schedule team building activities to maintain team morale.
• Encourage support members to utilize resources to aid in self-development.
• Ensure that client Treasury Management documentation, internal processes and procedures are compliant with regulatory guidelines.
• Collaborate with Treasury leadership to maintain department procedures.
• Conduct client onboarding and implementation quality reviews.
• Maintain appropriate tracking logs, based on monitored calls and tickets.
• Provide subject matter expertise to internal bank staff as required.
• Assist with special projects as required.
• Continuously update skills by participating in professional training.
• Seek opportunities to improve skills through cross-training offered by the Bank.
• Develop and maintain extensive technical knowledge of products, services and pricing, service setup documentation, operating systems, and data transmissions, file formats and protocols used for the delivery and support of Treasury Management products and services.

COMPETENCIES

• Excellent communication skills
• Ability to handle difficult and stressful situations with professional composition
• Analytical skills
• Familiarity with treasury systems and technology
• Strong organization skills
• Requires strong knowledge of personal computer, Microsoft Office and other software used in department.
• Strong attention to detail and accuracy
• General Banking Knowledge

Qualifications, Education, and Certification Requirements

• Education: Bachelor’s degree or equivalent experience
• Experience: 2+ years of banking experience; minimum of 2 years related experience (Treasury Management product support / Implementations)
• Certifications/Specific Knowledge: Knowledge of bank operating systems and commercial banking practices. Knowledge of Treasury Management products, services, procedures and practices. Previous experience with analysis of commercial relationships, strategic sales planning and client issue resolution is preferred.

TRAINING REQUIREMENTS/CLASSES

Required annual compliance training; New Employee Orientation

PHYSICAL DEMANDS

Must be able to effectively access and interpret information on computer screens, documents, and reports. 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 constantly communicates with different levels of teammates and leaders. Must be able to exchange accurate information in these situations.

WORK ENVIRONMENT

This position is located in a private office.   The position is located inside a cooled and heated facility with ability to go to a break room or rest room during breaks.  This position does have the flexibility of working remote at times.  If working remotely position must have a secure home office environment that is free from background noise and distractions. They 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 to come to meetings as needed.

Equal Opportunity Employer, including disabled/veterans.