SES Quick Start Guide for Companies

About SES

It is a web-based platform managed by the Conference of State Bank Supervisors (CSBS). The purpose of SES is to support the supervision and complaints processes for state regulators and the companies they supervise.

Coming on to SES

An agency enrolls a company in SES for examination or complaint handling purposes. The agency kicks off the process by creating the first company user in SES. Once that company user is created in the system, the agency initiates the company’s enrollment in SES at which point the company user receives notifications to enroll in the system. This will most likely occur a few weeks before the company’s first exam in SES. It may happen much sooner for complaint handling.

SES User Roles

Any given user in SES will have at least one Account Type User role. If they are assigned to a Supervisory Activity (SA), they will have an additional role that is specific to that SA. In addition, a user may have a designation that grants them other abilities or limits them. Below is a summary of the user roles in SES and their capabilities.

Account Administrator

This role is responsible for managing the company profile and user accounts.

• Responsible for coming on to the State Examination System (SES)
• Manages company user enrollment
• Creates and manages users
• Manages company contacts
• Assigns or reassigns the Company POC for Complaints
• Assigns or reassigns the Company Lead for SAs

Relevant Resources:

• SES Company User Roles Matrix
• Activating Your Okta Account for SES
• Assigning Company Contacts
• Managing Company User Accounts
• Creating and Removing Company Users
• Creating and Removing Third-Party Users
• Assigning and Reassigning the Company POC
• Assigning the Company Lead on a Supervisory Activity

Leader

This role identifies a user account as being eligible to be assigned as a Company Lead to a specific supervisory activity.

• Can hold the Company Lead or the Contributor roles on an SA
• Drafts responses to information requests

If assigned a Consumer Complaints role with Manage Complaints permission:

• Draft responses to information requests on a complaint
• If assigned as Company POC on a complaint, can send responses to information requests to the agency

Leader as Company Lead

This role is responsible for managing the company’s participation in the SA, from start to finish.

• Manages participants on an SA
• Can reassign company lead
• Reviews all information request responses
• Sends responses to information requests to the agency
• Views exit meeting details
• Responds to the report (if applicable) [Leveraged or Accepted Supervisory Activities]
• Drafts and send responses to matters requiring attention (if applicable)

Coordinator

This role helps manage the company’s participation in the SA.

• Assigns Contributors to an SA
• Works on responses to information requests
• Works on response and sends response to the report
• Views exit meeting details
• Drafts and send responses to matters requiring attention (if applicable)

If assigned a Consumer Complaints role:

• Draft responses to information requests on a complaint

Contributor

This role supports the Company Lead in completing the tasks outlined in the SA.

• Can be assigned a participant on a supervisory activity
• Drafts responses to information requests
• Views the report
• Drafts responses to matters requiring attention
• Adds interactions

If assigned a Consumer Complaints role:

• Draft responses to information requests on a complaint
• If assigned as Company POC on a complaint, can send responses to information requests to the agency

Third Party User

This role can be assigned to any user that is outside the company (i.e. counsel, outside contractors, etc.). This user must be identified as a Third-Party user in the system. The Third-party User can have either a Company Lead or Contributor role on Supervisory Activities and only have detail level access to those SAs that they are a participant on.

Supervisory Activities in SES

Getting Started

The Supervisory Activity Contact at your company will receive an email when an Examiner sends any component of the supervisory activity in the system. The first task will be to assign the Company Lead. Next, additional participants can be added.

Relevant Resources:

• Assigning the Company Lead on a Supervisory Activity
• Managing Company Supervisory Activity Participants
• Capturing Communications Between Agency and Company

Information Requests (IRs)

Company Leads can assign areas for review to contributors so they can draft information request responses. Company Leads can review & update responses & send them to the agency.

Relevant Resources:

• Responding to Supervisory Activity Information Requests
• Assigning Information Requests (IRs)

Loan Requests

Similar to IRs, mortgage or consumer finance industries may receive requests for loan files. Company Leads can assign loan requests to contributors to draft responses and send to agency.

Relevant Resources:

• Responding to Loan Requests
• Sending LR Responses to the Agency in Bulk

Report of Examination

The company will receive the Report through the system and will be able to respond if required or allowed by the agency.

Relevant Resource:

• Responding to the Report

Matters Requiring Attention

The company can respond to Matters Requiring Attention (MRA), if applicable. Please note, if an MRA is left in in progress status, the Assign Package Assembler button will not be visible if a Package Assembler has not been assigned.

Relevant Resource:

• Responding to Matters Requiring Attention

SES Complaints

Consumer Complaints Roles

Users assigned a Consumer Complaints role with the Manage Complaints permission (see Managing Company User Accounts) must also be assigned at least one of the roles listed in SES User Roles. All users assigned to the complaints group can view and participate on complaints for your company in SES.

Relevant Resources:

• Assigning and Reassigning the Company POC
• Responding to a Complaint Information Request

Getting Started

The Complaints Contact (see Assigning Company Contacts) at your company receives an email when an agency sends your company a complaint with information requests in the system. The first task is to assign the Complaint Point of Contact (POC).

Relevant Resources:

• Assigning and Reassigning the Company POC
• Updating the Complaints Contact
• Viewing a Complaint

Information Requests

The agency sends information requests to your company. The user assigned as the Complaint POC can send information request responses back to the agency, but all users assigned a Consumer Complaints role can view and participate.

Relevant Resource:

• Responding to a Complaint Information Request

SES Hours of Operation

Company User Support

Call: 1-800-269-6189

Hours: Mon - Fri; 9:00 AM – 6:00 PM

Call center support is unavailable on the following holidays: New Year's Day, Martin Luther King Jr. Day, President's Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.