Association Banking Client Support Specialist

South State Bank•Fort Lauderdale, FL

3d•Onsite

About The Position

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!

Requirements

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 Word, Excel, Outlook, and other software that might be utilized in the department
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
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

Responsibilities

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