Client Support Specialist, MERS
Listed on 2026-01-02
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Customer Service/HelpDesk
HelpDesk/Support, Customer Service Rep
Client Support Specialist, MERS
Job Purpose
The Help Desk Agent is responsible for answering all Member and non-Member inquiries received via phone, email, or fax. Help Desk Agents will have working knowledge of all MERS Systems and have an understanding of mortgage/legal related terminology as well as mortgage/legal documents. Help Desk Agents must be able to work in a fast-paced environment and have strong communication and problem‑solving skills.
Hours
Must be able to work the hours of 10:00 am to 6:00 pm MST.
Responsibilities
- Answer Member and non-member inquiries via phone, email, and fax.
- Ability to work in all MERS systems and databases.
- Track all inquiries in the ticketing database.
- Maintain production requirements as defined in the client’s Service Level Agreement.
- Maintain and follow all Standard Operating Procedures.
- Identify and elevate situations requiring urgent attention.
- Must stay current with all system information, changes and updates regarding member information or MERS operations.
Knowledge and Experience
- 2+ years of Service Desk or Technical Help Desk experience (preferred).
- Mortgage/Legal Industry knowledge (preferred).
- Some college (preferred).
- Experience in a corporate environment.
- Strong communication skills (written and oral).
- Ability to multi‑task.
- Ability to work in a fast-paced environment.
- Strong computer/technical skills (preferred).
- Related experience in a customer service environment.
- Analytical with good problem‑solving skills.
- Attention to detail.
- Flexible.
- Punctual.
- Reliable and able to meet deadlines within Service Levels.
- Strong organizational skills.
- Must be able to work in a team environment and maintain a positive attitude.
- Ability to mentor and train others.
Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.
Seniority Level
Not Applicable
Employment Type
Full‑time
Job Function
Other
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