Lead Client Support Specialist - Ops/Tech (EDI)
About The Position
The Lead Client Support Specialist – Ops/Tech (EDI) serves as an escalation point for complex Ops/Tech (EDI) implementation and application issues. The role provides advanced troubleshooting and support to Client Support team members, resolves customer issues, identifies root causes, and drives timely resolution. It monitors customer-impacting system issues, manages escalated cases, and ensures adherence to service standards. The specialist collaborates with Product, Development, Operations, Professional Services, and Support teams to resolve issues and improve processes. The role includes conducting business impact analyses, providing guidance on implementation and application practices, supporting testing and implementation activities, identifying operational improvements, coaching and mentoring team members, and supporting business reviews, reporting, and customer communications. The position also participates in incident management, including bridge calls and customer communications, and an on-call support rotation.
Requirements
- Bachelor's degree or equivalent combination of education and experience.
- At least 5 years of experience in mortgage servicing, product support, operations, consulting, EDI implementations, or a related field.
- Strong problem-solving, analytical, and customer service skills.
- Ability to manage multiple priorities and work independently.
- Experience collaborating with cross-functional teams.
- Strong written and verbal communication skills.
- Knowledge of ODDS Workstation, CICS Workstations, Controls & Audit System, Mercator translation, ConnectDirect (NDM), GoAnywhere, IP Print, and FM MSP processing.
- Demonstrated integrity, accountability, adaptability, and results-oriented performance.
- Customer-focused, with excellent communication and relationship-building skills.
- Skills in Electronic Data Interchange (EDI) implementation, systems integration, data mapping and validation, file transmission protocols (SFTP, API, FTP, NDM, GoAnywhere), exception management, reconciliation and data integrity controls, application services integrations, mortgage and consumer servicing operations, Salesforce, ServiceNow, Azure DevOps (ADO), and Microsoft Office Suite.
Nice To Haves
- Experience with ICE Mortgage Technology products and services.
- Mortgage Servicing Platform (MSP) experience.
- Deep knowledge of mortgage servicing Electronic Data Interchange (EDI) implementation processes and application functions.
- Strong leadership and mentoring abilities.
- Ability to resolve complex issues and drive continuous improvement.
Responsibilities
- Serve as the escalation point for complex Ops/Tech (EDI) implementation and application issues.
- Provide advanced troubleshooting and support to Client Support team members.
- Resolve customer issues, identify root causes, and drive timely resolution.
- Monitor and respond to customer-impacting system issues.
- Manage escalated cases and ensure adherence to service standards.
- Collaborate with Product, Development, Operations, Professional Services, and Support teams to resolve issues and improve processes.
- Conduct business impact analysis for product changes, enhancements, and operational initiatives.
- Provide guidance on Ops/Tech (EDI) implementation and application processes and best practices.
- Support testing, validation, and implementation activities for product and client initiatives.
- Identify opportunities for process improvement and operational efficiencies.
- Coach and mentor team members and assist with onboarding and training.
- Support business reviews, reporting, and customer communications.
- Participate in incident management activities, including bridge calls and customer communications.
- Participate in an on-call support rotation.
- Perform additional related duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
