Senior Consultant, Client Services

Intercontinental Exchange Holdings, Inc.•Jacksonville, FL

About The Position

The Senior Consultant is an individual contributor role focused on providing strategic subject matter expertise on Servicing functions across ICE Mortgage Technology Solutions. This position will be responsible for leading complex engagements, conducting impact analysis, knowledge transfer, business reviews, internal and external reporting, and program management of initiatives impacting the assigned functional area.

Requirements

Comprehensive familiarity with ICE Mortgage Technology products and services
In-depth knowledge of Mortgage Default operations, regulatory requirements, and related ICE Mortgage Technology products
Proven experience leading client engagements and managing project teams
Excellent customer service and relationship management skills that build high levels of satisfaction with internal and external clients at all levels
Exceptional verbal and written communication skills tailored to diverse audiences (e.g., executives, managers, individual contributors)
Advanced proficiency in business modeling, requirements definition, and solution architecture disciplines
Demonstrated ability to estimate work effort, manage project budgets, resource allocation, and ensure successful delivery of complex engagements
Knowledge of mortgage servicing regulations and mortgage compliance requirements
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

Nice To Haves

Familiarity with MSP, Invoicing, Claims, Loss Mitigation applications and all other aspects of mortgage default business processes (Property Preservation, Credit Bureau Reporting, etc.)

Responsibilities

Leads Mortgage Default business consulting projects, defining strategy and approach to meet specific client requirements and organizational objectives
Expertly configures, research, and documents client needs related to assigned functions while establishing governance frameworks for project delivery
Defines product scope, objectives, and requirements with executive stakeholder alignment. Develop comprehensive specifications and data models for product development and testing
Provides strategic recommendations on best practices, regulatory considerations, and technology changes, positioning clients for long-term operational success
Devises and/or modifies processes and procedures to achieve greater efficiencies and to solve the most complex business process problems related to mortgage default operations
Conducts a variety of tests such as system, integration, readiness, and acceptance tests using client data to ensure client needs and compliance requirements will be met
Consults directly with client executives and may travel to client sites to facilitate strategic discussions and drive project alignment
Acts as project leader for complex consulting engagements, establishing sub-team structures, defining workflows, and ensuring successful project delivery
Leads the training and enablement of client and technical support personnel on enhancements, new analytics, procedures, and regulatory changes
Identifies opportunities for process optimization, cost reduction, and operational improvements across mortgage default administration functions
Manage stakeholder communications across multiple organizational levels, translating between executive strategy and technical implementation
Works closely with internal resources such as product management, development, and client support, including attending product meetings and forums
Performs other related duties as assigned