Loan Insurance Escrow Manager - Charleston

About the role

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/OBJECTIVES Responsible for the overall management of the Loan Insurance/Escrow team to include monitoring of daily workflows, staffing, and training. This requires advanced knowledge of all Escrow functions and procedures for insurance tracking, flood zone changes, property tax, forced placed insurance practices, etc. Responsible for assisting with problem resolution and escalations as well as complaint management for the team. Keeps up to date with all changes to bank policies, procedures, federal and state regulations which impact problem resolution aspects. May step in to perform some daily duties of team, when necessary. May assist with special initiatives or projects; supports other areas within Loan Operations as needed; ensures compliance with South State Code of Business Conduct and Ethics and other operating procedures and policies. ESSENTIAL FUNCTIONS Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Manages the Loan Escrow, Taxes & Insurance Team; a team of 12-15 nonexempt direct reports, including a team leader. Continuously assesses the quality of team member performance, incoming volumes, productivity, capacity, SLAs and metrics. And works directly with manager to ensure team consistently meets or exceeds SLAs. Sets departmental goals that are measurable in terms of improved productivity, expense control, and operating efficiency Assist with coaching team and researching/resolving more complex work problems, customer complaints, and may fill in or assist with production work as necessary. Review and update departmental procedures and assist management with process improvements. Review and maintain various departmental reports to identify trends or areas of concern. Serve as a subject matter expert and train/cross-train employees; identify cross-training needs within each area; and identifies business process/system improvements that streamline operations. Responds timely to all inquiries from lenders and other bank personnel. Manage vendors to ensure performance that is in support of the bank's goals and growth strategies. Keep up to date with industry trends and regulations; identifies changes affecting the department and takes appropriate action; notifies staff of internal operations changes. Responds to and prepares for as needed audit requests and findings. 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. Recruit, train, develop and retain a highly proficient, adequately staffed team. Responsible for organizational integrity and business ethics as it relates to this position and communicating this commitment to any applicable subordinates. 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. Leaders will live and lead the culture established by SouthState as well as serve as a role model for change. Actively engages in personal development by identifying and pursuing resources needed to improve knowledge and performance. Perform other related job duties and special projects as assigned. Ensure compliance South State Bank Code of Business Conduct and Ethics and other operating policies and procedures. The duties and responsibilities listed above may be revised at any time within the sole discretion of South State 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 (Verbal, w