Lead Client Support Specialist

Intercontinental Exchange Holdings, Inc.•Jacksonville, FL

About The Position

This is a senior-level, client-facing operational support role focused on providing advanced technical expertise for the ICE Mortgage Servicing Platform (MSP) and related distributed applications. The position serves as a key point of escalation for production and operational issues, working independently and collaboratively with internal teams, clients, and product owners to identify, analyze, and resolve complex technical and business problems.

Requirements

Bachelor's degree or the equivalent combination of education, training, or work experience
Requires 7+ years of experience in a product support role.
Previous consulting, implementation or client facing experience.
Exceptional verbal and written communication skills.
Ability to quickly become proficient with new technologies.
Mortgage industry and mortgage software application experience.
Strong analytical skills are used to determine the client’s business needs and requirements.
Ability to present content in a classroom or virtual setting.
Exceptional verbal and written communication skills. Ability to relate to and communicate effectively with all levels of client personnel, from the CEO to line level staff, in an organized and professional manner.
Exceptional interpersonal skills and a demonstrated ability to interact with both external and internal customers, establishing and maintaining effective working relationships.
Knowledgeable in the use of personal computers and able to use multiple PC software systems (MS Word, Excel, PowerPoint)
Excellent problem solving and analysis skills. Resourceful and proactive in gathering information and sharing ideas.
Must be able to function well as an independent contributor and as part of a team. Strong time management skills, attention to detail, and resourcefulness
Strong knowledge of financial and/or loan processing services technology, including systems, applications, practices, and emerging technologies. Ability to quickly become proficient with new technologies.
Ability to utilize judgment in decision making process
Client relationship management skills, understanding and focusing on clients' needs, establishing credibility and building positive, professional, relationships with clients.

Nice To Haves

Familiarity with and understanding of the interfaces and integration processes between the Distributed Systems and MSP applications preferred.
Experience with ICE products, services, and capabilities with specific emphasis on the AIP/IBI application and associated processes.

Responsibilities

Assist other ICE departments by providing professional and industry expertise as needed.
Works directly with the client to identify and resolve operational issues, to solve problems or make decisions requiring technical expertise or specialized knowledge.
Elicits and clearly defines client needs by assessing and documenting business opportunities, benefits, risks, and success factors of potential business solutions.
Coordinates and executes testing for multiple, major applications.
Independently resolves errors and issues as they occur with minimum involvement and guidance from management.
Serves as an intermediary during technical discussions
Preparation and review of trending statistics
Understanding of file monitoring and management; MPLS, NDM, Cisco and WAN preferred
Understanding of a Mainframe system, file management and file movement theories
Familiarity with web service calls, client server type applications and support
Understanding of networks and network configurations
Strong technical and analytical background
Ability to interact with all levels of management
Strong ability to work/collaborate with a team as well as independently.
Performs other related duties as assigned.