Service Executive

Intercontinental Exchange Holdings, Inc. • Jacksonville, AR

5d

About The Position

Service Executives (SEs) serve as the primary liaison and relationship manager for assigned clients. Their goals are to provide client satisfaction, support clients’ business requirements, resolve issues, and mitigate escalations. They represent Client Support to clients and within ICE, and provide direction and leadership to Frontline consultants on client-related issues. The number of clients supported varies according to complexity and the number of ICE products used; an SE may support one to fifteen clients.

Requirements

• At least 5 years of experience working within the mortgage industry, including at least 3 years of account relationship experience.
• Overall industry knowledge and a professional demeanor, combined with knowledge of ICE Mortgage Servicing products and services.
• Strong written and verbal communication skills and the ability to interact with senior management internally and externally.
• Willingness to travel.

Nice To Haves

• Bachelor’s degree.
• Mortgage Servicing knowledge.
• Proactive, detail-oriented individuals who are comfortable serving as project coordinators and strong customer advocates.
• Enjoyment of working with large, complex, and potentially demanding clients who expect high levels of service, professionalism, and expertise.

Responsibilities

• Meet regularly with clients to provide updates and discuss monthly Support.
• Work collaboratively with the Sales Account Director to manage client relationships.
• Coordinate support within ICE.
• Represent Client Support as an advocate for excellent support and service.
• Coordinate client conversations with internal groups regarding ticket escalations or concerns, product support activity, ICE Experience, special projects, and related matters.
• Conduct regularly scheduled client meetings to review monthly report packages, including SLAs and open issues.
• Perform administrative responsibilities.
• Manage the handoff of new clients from Implementations to Client Support.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed