Complaint Program Manager

As a leading regional bank, SouthState has been providing financial solutions to individuals, families, and businesses in the Southeast for more than 100 years. SouthState team members strive to create remarkable experiences while building meaningful and lasting relationships. We are proud to be a reflection of the communities we serve, and our team members share core values that make SouthState a great place to bank, and a great place to work.

The primary responsibility of the Complaint Program Manager is to provide strategic direction for the Complaint Management Program and is expected to apply knowledge and understanding of applicable federal and state banking laws and regulations, regulatory guidance, and industry best practices, to ensure the adequate execution and maturation of the Program. Analysis of complaint data to identify trends and potential regulatory concerns, and to provide meaningful reporting to executive management.

Duties and responsibilities for overseeing the execution of the Complaint Management Program include, but are not limited to, the following:

• Developing, implementing and maintaining business and technical process and system design requirements to ensure sustainable and efficient workflows and adequate retention and recall of complaint information.
• Developing and maintaining adequate Complaint Management Program related documentation and procedures.
• Managing the daily functions performed by Complaint Officers, including overseeing the timely and effective administration of customer complaint intake, research, root cause analysis, resolution, and response to customers.
• Managing complaints received from regulatory agencies or other outside parties, as well as those submitted to the Board of Directors or Executive Management, to ensure they are recorded, assigned, investigated, and resolved within specified timeframes.
• Creating and maintaining reports and dashboards for management using graphs, infographics and other methods to visualize data.
• Maintaining metrics/key-performance indicators regarding the effectiveness of the Complaint Management Program.
• Performing various quality assurance tasks, including regular reviews of complaint records to ensure the accuracy, integrity and consistency of complaint data.
• Performing complaint data analysis to ensure complaint data is appropriately used to identify patterns/trends, potential regulatory violations, emerging operational risks and control breakdowns, third-party performance issues, and opportunities for process enhancements.
• Preparing meaningful summaries and analysis of complaint data for reporting to the Board Risk Committee, Compliance Committee, Executive Management, and business unit management to clearly outline risks identified through complaints.
• Collaborating with Compliance Advisory, Monitoring and Remediation teams when appropriate regarding systemic process deficiencies identified during complaint investigations.
• Escalating Fair Lending, UDAAP, Sales Practices, and other high-risk complaints as appropriate.
• Facilitating requests from CFPB, OCC, internal auditors, or other outside agencies regarding the Complaint Management Program and associated processes.
• Reviewing complaint-related training materials prepared by business units and working with Corporate Learning to develop and distribute bank-wide training.
• Promoting employee awareness of the Complaint Management Program through regular communication and reinforcement to Bank staff as to the Complaint Management Program's objectives and requirements.

QUALIFICATIONS

• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Strong knowledge and experience using database tools to structure, cleanse, transform and visualize data (i.e. Tableau, Microsoft Power BI, Microsoft Excel)
• Broad knowledge of federal and state compliance laws and regulations.
• In-depth practical knowledge of internal controls, compliance processes, and applicable techniques for the implementation of regulatory and legal requirements.
• Proven ability to provide guidance on projects affecting multiple departments and functions.
• Demonstrated leadership skills and strategic ability to formulate and drive compliance related programs.
• Strong written and verbal communication skills to communicate effectively with diverse groups and individuals.
• Strong attention to details and ability to evaluate complex problems, draw conclusions and summarize communications to management.
• Strong project management skills and a continuous improvement mindset.
• Ability to adapt to change and communicate changing requirements to direct reports and business unit management.

Qualifications, Education, and Certification Requirements

• Education: Bachelors' degree. Business, Communication, Finance or related field preferred.
• Experience: At least ten years of applicable industry experience in bank operations, regulatory compliance, risk management, or project management.
• Certifications/Specific Knowledge: Broad knowledge of federal and state compliance laws and regulations governing loans and deposits. Advanced experience with Power BI and Visio required. Working knowledge of various systems utilized by the Bank, including core operating system and account origination systems.

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