Client Support Specialist - ICE Product Pricing Engine

Intercontinental Exchange Holdings, Inc.•Omaha, NE

About The Position

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. Visit https://www.icemortgagetechnology.com/ to learn more. 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, to make the most out of your responsibilities.

Requirements

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 judgement; Considers relevant factors; Applies good practices and methodology to decision making. Understands and appropriately balances and prioritizes work efforts to operational needs.
Communicate 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 communications, information which is clear, salient, and appropriate audience. Listens attentively; Adapts communication style to the audience and setting; Communicates effectively in large and small groups, and one-to-one. Deliver salient information and complete solutions with confidence
Display a willingness and desire to learn diverse, job-appropriate technologies and technical skills. Capacity to understand technical concepts, processes, procedures, and tools. Demonstrating an aptitude for technical problem solving, including the ability to learn and adopt new technical concepts, processes, and troubleshooting procedures.

Responsibilities

Support client inquires with customer service, technical and mortgage industry experience in the use of their ICE MT software solutions
Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned at six-month’s 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 documentation, quality of service, and while maintaining case backlog
Recognize and respond accordingly to customer-impacting scenarios, accurately identifying defects or enhancements, provide 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 escalate based on recognized business impact; self-managed case backlog to acceptable levels
Effective use of knowledge base, along with all resources available to drive resolution
Thoroughly and accurately document details of all client interactions
Maintaining a high standard of integrity and professionalism, leading by example