Client Support Specialist - Special Loans

Intercontinental Exchange Holdings, Inc.•Jacksonville, FL

22h

About The Position

Serves as a team contributor with expertise in mortgage Special Loans and responsible for formulating systems scope and objectives relative to a client organization's business plan and industry requirements. Provides technical consulting on complex projects.

Requirements

Bachelor's degree or the equivalent combination of education, training, or work experience
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

Nice To Haves

Knowledge of 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
Strong analytical skills
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

Responsibilities

Serves as liaison between end-users and the information technology organization during consulting projects to meet specific client requirements
Expertly researches and documents client needs, technology, or regulations related to system design or enhancements that will impact multiple platforms and/or applications
Analyzes system impacts to client environments and procedures and provides recommendations on best practices and changes in technology accordingly
Assists client in writing test plans and test cases to ensure enhancements made to applications meet client needs and that application integrity is maintained
Conducts a variety of tests such as system, integration, readiness, and acceptance tests
Consults directly with the client and may travel to the client site
May play a key role in the training of client and technical support personnel on enhancements, new systems, or procedures
May require travel
Performs other related duties as assigned

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