Online Account Specialist I

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

The Online Account Specialist I will be responsible for servicing our customers through the digital account opening channel and executing on the digital strategy for the company as it relates to online acquisition standards and goals.

ESSENTIAL FUNCTIONS

• Daily review and decisioning within the digital account opening portal of all new consumer and business checking, savings, money market accounts, CD, as well as any future additions applied for virtually by our customers.
• Review all new accounts sent to a pending status to determine and decision if an approval or decline should be applied according to bank standards and risk appetite with the stated SLA.
• Perform quality control reviews for all completed applications as required to ensure all regulatory, risk, and system requirements are being followed.
• Assists customers, prospects, and team members with opening new deposit accounts online through chat, email and/or telephone.
• Understanding and have full knowledge of the fraud/security requirements and red flag indications.
• Understand and have full knowledge of the financial services offered by the bank. This includes knowing the features and benefits, rules, regulations, pricing, and a simple definition of each service.
• Understand and be familiar with KYC/CIP requirements.
• Recommend and facilitate process improvement opportunities for customer experience enhancements and increase consumer digital utilization.
• Recommend and facilitate procedure/policy changes needed to avoid/reduce future new account issues.
• Recommend and facilitate prevention techniques/strategies to avoid/reduce fraudulent accounts being opened virtually.
• Perform root cause analysis, efficient production support and maintenance/enhancements for existing applications as needed.
• May work with cross functional teams on key initiatives directly impacting customer experience and/or tools and training opportunities to enhance efficiency and productivity of consumer digital channels.
• Build, execute, and analyze testing related to enhancements and daily operational duties. Testing may include daily, weekly, or monthly system upgrade and new feature testing.
• Participate in key initiatives to execute digital utilization efforts, training, and educational efforts.
• Participate in additional tasks or initiatives that drive soundness, including compliance/legal/risk partnerships, communication opportunities, product and platform development, etc.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPETENCIES

• Proficiency in Windows-based PC skills (Microsoft Office) is required.
• Ability to self-manage, multi-task, prioritize and effectively process diverse and workloads concurrently.
• Strong decision-making skills. Ability to take calculated risks with a balanced decision-making approach.
• Detailed oriented and customer service required.

Qualifications, Education, and Certification Requirements

• 2-3 years of banking experience.
• New Account Opening experience preferred.
• Understanding of banking products and services, including consumer and business.
• Excellent communication, organizational and teamwork skills are essential.
• Experience and intuitiveness in utilizing digital services.

TRAINING REQUIREMENTS/CLASSES

Required annual compliance training; ongoing training as needed/required

PHYSICAL DEMANDS

This position requires all work utilizing and being in front of a computer screen or multiple screens. Must be able to effectively access and interpret information on computer screens, documents & reports. This can be done sitting or standing with use of the right desk.

WORK ENVIRONMENT

This position is located remote and requires a secure home office environment. In addition, customer communication is sometimes verbal as well as team and partner meetings are on often on camera, therefore, the environment needs to be free from background noise and distractions. There must be a fast, 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 meeting in person as needed.