Senior Consumer Loan Consultant

Intercontinental Exchange Holdings, Inc. • Jacksonville, FL

2d • Onsite

About The Position

The Professional Services Consumer Loan Consultant is responsible for providing quality and timely service to ICE's Mortgage Technology clients. As a member of the Professional Services & Consulting organization, the Consultant will take ownership of customer issues and follow through until closure to ensure their satisfaction. Working with their team and other ICE partners, the Professional Services Consultant will serve as the customer's main point of contact for his or her area of expertise and will serve as backup to other team members. The Professional Services Consultant is responsible for contributing to the team's success at meeting customer satisfaction standards and achieving Professional Services goals.

Requirements

• 3+ years’ experience utilizing the MSP Consumer Loan Workstation, MSP
• Bachelor’s degree or equivalent experience providing application support for ICE’s MSP system in the functional areas of Consumer Loan, HELOC Administration and Cash Processing
• Possess a thorough knowledge of the MSP system and related products supporting the Consumer Loan, HELOC Servicing and Cashiering functionality, including: Consumer Loan Workstation, KOLT Workstation, Cashiering Workstation, Payoff Workstation
• Excellent problem solving and troubleshooting skills
• Ability to organize, sequence and track multiple projects
• Ability to work effectively in an in-office team environment
• Self-managing
• Excellent written and verbal communications
• Cashiering Workstation, MSP Payoff Workstation and flow functionality on the MSP Servicing System

Nice To Haves

• Supervisory/Management experience preferred
• Ability to travel up to 35%
• Deep working knowledge of all ICE mortgage/consumer loan servicing products
• Strong customer service skills
• Ability to apply interpretative and decision-making skills to determine criticality and satisfactorily obtain problem resolution
• Ability to adapt effectively to change and work under pressure
• Ability to multi-task and work well under pressure
• Good time management, research and multitasking abilities
• Works well in a team environment
• Strong communication skills, both verbal and written
• Self-motivated with minimal management oversight required

Responsibilities

• Providing quality and timely service to ICE's Mortgage Technology clients.
• Taking ownership of customer issues and following through until closure to ensure their satisfaction.
• Serving as the customer's main point of contact for his or her area of expertise.
• Serving as backup to other team members.
• Contributing to the team's success at meeting customer satisfaction standards and achieving Professional Services goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior