Client Support Specialist, MERS

Intercontinental Exchange Holdings, Inc.•Provo, UT

About The Position

Overview 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

Requirements

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 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

Nice To Haves

2+ years of Service Desk or Technical Help Desk experience
Mortgage/Legal Industry knowledge
Some college

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 ticketing database
Maintain production requirements as defined in the client’s Service Level Agreement
Maintain and follow all Standard Operating Procedures
Identify and escalate situations requiring urgent attention
Must stay current with all system information, changes and updates regarding Member information or MERS operations.

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