Senior Consultant, Elevated Client Services

Intercontinental Exchange Holdings, Inc.•Jacksonville, FL

About The Position

The Senior Consultant is an individual contributor role serving as a strategic subject matter expert across Consumer, HELOC, and Special Products functions within ICE Mortgage Technology Solutions. This position leads complex client engagements and is accountable for impact analysis, knowledge transfer, business reviews, program management, and internal and external reporting across the assigned functional area. The role requires deep mortgage servicing expertise paired with a hands-on client engagement approach, enabling financial institutions to optimize their Consumer and HELOC portfolios through ICE's servicing ecosystem.

Requirements

Comprehensive familiarity with ICE Mortgage Technology products and services
In-depth knowledge of Consumer/HELOC 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 trust and 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
Background in implementation consulting or professional services within a SaaS mortgage technology environment
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

Responsibilities

Serves as the primary subject matter expert for consumer lending and HELOC servicing operations within the MSP platform, providing guidance on configuration, workflow design, and best practices
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