Overview:

Work hours are 9:00 am to 6:00 pm Eastern time

Job Purpose

The Client Support Specialist acts as a support resource to our customer base utilizing ICE Mortgage Technology products, services, platform technologies, and workflows. The Client Support Specialist endeavors to deliver complete resolutions in a timely and consistent manner to address our customers questions, concerns, and errors encountered in their use of, and interaction with IMT product and services within their business.??

Responsibilities

• Develop and effectively apply learned technical and domain expertise to assist customers in the intended and proper use of mortgage-based software solutions.??
• Resolve technical problems reported by the customer to the agent in a timely manner with minimal assistance for 85% of all cases assigned at six-months tenure in the role while maintaining a satisfactory level of customer satisfaction.??
• Support and drive service level attainment to departmental standards.??
• Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates in accordance to departmental standards.??
• Have awareness for, and develop recognition of systemic customer-impacting problems, and respond appropriately per departmental procedure.??
• Understand and follow company and departmental guidelines and policies for customer interaction/customer service.??
• Adopt and exhibit core behaviors toward teamwork and professionalism as defined by departmental standard.??
• Manage customer interactions as set forth by department policy and procedure.??
• Adhere to schedule as set forth by management.??
• Manage case backlog to departmental standards.??
• Thoroughly and accurately document details of all customer interactions in appropriate case management system.??
• Performs other related duties as assigned

Knowledge and Experience

• Bachelor's degree or the equivalent combination of education, training, or work experience
• MSP knowledge
• Requires 4+ years of analytical and/or technical consulting experience
• Experience working in a technical client facing role
• Minimum of five years of mortgage industry experience
• Experience with ICE products, services, and capabilities
• Prior Mortgage or Home Equity Servicing experience required
• Functional knowledge in the following area(s) is required:

Special Loans Adjustable-Rate Mortgages, Balloons, GPMs, Bi-Weekly, Daily Simple Interest, Buydowns, Step Rates, SCRA (Soldiers and Sailors), Interest-Only, Year-End Processing, Monthly Billing, Loan Boarding, New Loan Boarding, etc.

Consumer Loans ELOCs, HELOCs, Collateral Loans, etc.

• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization

Preferred

• Knowledge of MSP and other ICE Mortgage Technology products, services and capabilities
• Knowledge of the tools, techniques and principles used in application development in objective-oriented development, or other relevant technology
• Proficiency in quality management methods, tools, and technologies
• Awareness of system-development protocol
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors)
• Excellent analytical, decision-making, problem-solving, interpersonal, team, negotiation, conflict management and time management skills Ability to persuade and influence others on the best approach to take
• Is resourceful and proactive in gathering information and sharing ideas

Schedule

This role offers work from home flexibility of one day per week.

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Intercontinental Exchange, Inc. is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.