Client Support Specialist II - Intercontinental Exchange Holdings, Inc.

Job Purpose

The Industry Technical Support Agent acts as a Mortgage Industry specialist relevant to the utilization and application of ICE Mortgage Technology and services.

The Industry Client Support Specialist delivers adequate resolutions, in a timely manner, and consistently, to address clients’ questions and concerns with the user interface, documents, and tools available in the ICE Mortgage product. Initiative and participation in major incident bridges and efficient communication with clients. 

Responsibilities

• Leverage mortgage industry experience to assist clients in the use of their ICE MT software solutions
• Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned.
• Maintain Department Standards
• Drive SLA attainment
• Strive for first-call resolution, balancing completeness of resolution and quality of service.
• Maintain case backlog
• Recognize and respond accordingly to systemic customer-impacting problems.
• Participate in product/enhancement closed loop process by accurately identifying defects, enhancements, and communication status updates to the client.
• Understand and follow company and departmental guidelines and policies for customer interaction.
• Manage continuous inbound customer inquiries via multiple channels; prioritize and escalate based on recognized business impact; self-managed case backlog to acceptable levels.
• Effective use of knowledge base, along with all resources available to drive resolution.
• Thoroughly and accurately document details of all client interactions

Knowledge and Experience

• Three or more years recent mortgage processing, funding, document drawing, shipping or post-closing.
• Experience using loan origination software applications.
• Proven effectiveness in a role that requires multi-tasking and strong customer soft skills.
• Demonstrated ability to confidently deliver solutions and resolve issues.
• Team-oriented, demonstrates a professional cooperative positive attitude.
• Exhibits flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when needed.
• Experience using Microsoft Word, Excel and PowerPoint.
• Exhibit high regard for teamwork and collaboration.
• Makes timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordingly.
• Communicate effectively via written and spoken language; comprehends problems, urgency, and desired outcome in the absence of perfect information; shares information and ideas with others; conscientious listener. 
• Maintain composure and professionalism under high-pressure conditions; open-minded; solicit feedback.
• Analytical; proactive; creative problem solver.
• Bias for action; willingness to affect positive change; adaptable and committed to the success of our customers.
• Act with integrity; demonstrate adaptability; execute consistently against job responsibilities.

Schedule

This role offers work from home flexibility of one day per week. 

Intercontinental Exchange, Inc. is an Equal Opportunity and Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.