Client Support Specialist - Mortgage

Overview

ICE Mortgage Technology (ICE MT) is the leading cloud‑based platform provider for the mortgage finance industry. ICE MT technology solutions enable lenders to originate and service more loans, reduce origination costs, and reduce the time to close, all while ensuring the highest levels of compliance, quality and efficiency.

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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 will become equipped in mortgage‑industry products, deliver adequate resolutions, in a timely manner, and consistently address clients’ questions and concerns. By prioritizing tasks, planning, and utilizing tools and techniques, they will make the most out of their responsibilities.

• Support client inquiries with customer service, technical and mortgage‑industry experience in the use of ICE MT software solutions
• Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned 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 documentation, quality of service, and while maintaining case backlog
• Recognize and respond to customer‑impacting scenarios, accurately identifying defects or enhancements, providing clear communications and timelines per procedures
• Understand and follow company and departmental guidelines and policies for customer interaction
• Manage continuous inbound customer inquiries via chat, call, resource center; prioritize and elevate based on recognized business impact; self‑manage case backlog to acceptable levels
• Use knowledge base and all available resources to drive resolution
• Thoroughly and accurately document details of all client interactions
• Maintain a high standard of integrity and professionalism, leading by example

• 3+ years equivalent customer service, technical support, or industry mortgage experience using loan origination software applications
• Proven effectiveness in a role that requires multi‑tasking, flexibility, and strong customer‑soft skills
• Team‑oriented, demonstrates a professional, cooperative, positive attitude, achieving high regard for teamwork and collaboration
• Makes sound, professional, timely decisions toward agreed‑upon personal, company, and departmental/team objectives and goals. Consistently demonstrates good judgment; considers relevant factors; applies good practices and methodology to decision making; understands and appropriately balances and prioritizes work efforts to operational needs
• Communicates effectively via written and spoken language; comprehends problems, urgency, and desired outcome in the absence of perfect information; shares information and ideas with others; conscientious listener
• Bias for action; willingness to affect positive change; adaptable and committed to the success of our customers
• Communicates effectively, develops and delivers, by written and oral communication, information which is clear, salient, and appropriate for audience; listens attentively; adapts communication style to the audience and setting; communicates effectively in large and small groups and one‑to‑one; delivers salient information and complete solutions with confidence
• Displays willingness and desire to learn diverse, job‑appropriate technologies and technical skills. Capacity to understand technical concepts, processes, procedures, and tools. Demonstrates aptitude for technical problem solving, including the ability to learn and adopt new technical concepts, processes, and troubleshooting procedures

Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.