SouthState Bank ยท 15 hours ago
Service Delivery Quality Assurance Specialist II - Must reside within 50 miles of Winter Haven, FL
Winter Haven, FL
Full-time
Hybrid
Mid LevelSouthState Bank is a trusted financial partner known for its commitment to helping customers. The Service Delivery Quality Assurance Specialist II role involves monitoring interactions to ensure high-quality customer service and compliance with banking standards while providing continuous feedback and support to improve efficiencies within various support teams.
BankingFinanceFinancial ServicesLendingWealth Management
Responsibilities
Completes Monthly Quality Assurance Assessments to ensure quality standards are met
Completes all reporting within the assigned deadline
Handles the complaint portal on a monthly rotation to research and assign to the appropriate individual for coaching opportunities, callbacks to the customer. Ensuring the complaint has been resolved, documented, and closed in a timely manner
Communicates any tips, suggestions or guidance based on identified trends on a regular basis
Provides monthly reporting to capture successes and opportunities to keep the managers abreast of the trends. Including recommendations and possible resolutions
Ensures the security of customer information and minimizing bank losses by monitoring the customer authentication procedures used by our agents
Monitors activity in an unbiased, professional manner that is always in the best interest of the department, the customer, and SouthState
Elevates incidents needing immediate attention to the management team and provides continuous feedback to managers
Consistently maintains a professional, courteous, and pleasant tone regardless of the circumstances and through all communications
Possesses strong working knowledge of all products, services, systems, processes, and procedures as it relates to Customer Care Center operations
Takes an active part with the management team in designing the ticket monitoring formats and ongoing quality standards
Offers suggestions and develops procedures that may assist with increasing efficiency within the Support teams
Provides support by performing additional duties and tasks as needed or assigned
Promotes a harmonious work environment through a team approach
Reports any trends or other issues as they arise
Qualification
Required
High School diploma required
Strong knowledge of banking operations procedures but not limited to navigating banking systems and interpreting team members and customer needs
Strong computer skills and ability to navigate systems for quick resolution
Must have strong knowledge of customer care techniques and processes including verbal, listening, and problem-solving skills
Must have outgoing and upbeat personality
Excellent writing skills
Knowledge of computer navigation, troubleshooting and keyboarding skills, including the ability to navigate between multiple systems
Ability to work with confidential information, both internally and externally, in a professional manner
Ability to have flexible hours when necessary
Interpersonal skills to create a positive and effective work environment, motivating, and interacting with people
Must reside within 50 miles of Winter Haven, FL
Must be available to travel when necessary
Annual Regulatory Compliance Training
Successful completion of all assigned training
Preferred
College or Associate Degree preferred
Company
SouthState Bank
The SouthState story is one of steady growth, deep community roots, and an unwavering commitment to helping our customers move forward.
Founded in 1934
1001-5000 employees
H1B Sponsorship
SouthState Bank has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (2)
2022 (1)
Funding
Current Stage
Public CompanyTotal Funding
unknown2013-08-09IPO
Leadership Team
D
Dan Bockhorst
Executive Vice President Chief Credit Officer
Recent News
2025-12-16
2025-10-24
Company data provided by crunchbase