Client Support Associate

Intercontinental Exchange Holdings, Inc.; Provo (UT); On-site; USD 48,000 - 64,000; Full time

Job summary

Intercontinental Exchange, Inc. in Provo, Utah, is seeking a Client Support Associate who will serve as a subject-matter and product-area specialist. You will deliver technical and business support for ICE Mortgage Technology products, services, and platforms, working to resolve customer questions and errors promptly.

The role may be deployed virtually to manage escalated issues and assist other analysts. Key products include MLS, Paragon, and Paragon Connect, with work hours 11:00 am–8:00 pm ET

Qualifications

• Requires high school diploma or GED.
• 1 year of customer support/help desk experience.
• Real estate experience preferred.

Responsibilities

• Performs customer support functions via phone and email.
• Reviews legal descriptions to establish identity of property.
• Researches and gathers information for tax issues and mortgage-related matters.
• Investigates property value and exemption discrepancies.
• Researches tax and fee discrepancies for mortgage closings.

Skills

Customer service

Problem solving

Time management

Communication skills

Teamwork

Education

High school diploma or GED

Job description

Job Description

The Client Support Associate acts as a subject-matter and product-area specialist to provide technical and business support to our customer base utilizing ICE Mortgage Technology products, services, platform technologies, and workflows. The Client Support Associate endeavors to deliver complete resolutions in a timely and consistent manner to address our customers’ questions, concerns, and errors encountered in their use of, and interaction with ICE Mortgage Technology product and services within their business. The Client Support Associate may be deployed virtually to manage and drive resolution of escalated customer issues and may be called upon to assist support analysts in complex troubleshooting efforts.

Products supported include: MLS, Paragon, Paragon Connect

Work Hours: 11:00 am to 8:00 pm ET OR 12:00 pm to 9:00 pm ET

Responsibilities

• Performs customer support functions via phone and email
• Reviews legal descriptions to establish identity of property
• Researches and gathers information for tax issues, e.g., delinquent tax lawsuits, delinquent and/or missing tax bills
• Investigates property value and/or property exemption discrepancies
• Researches tax and fee discrepancies for mortgage closings, title issues
• Keeps abreast of changes in state property tax/fee laws
• Performs other related duties as assigned.

Knowledge and Experience

• A high school diploma or GED is required for this role
• Requires one (1) year customer support/help desk experience, mortgage servicing or origination experience
• Real Estate experience preferred
• Excellent customer service skills
• Ability to apply knowledge from one situation to the next to solve problems
• Ability to handle projects commensurate with job expectations
• Requires excellent presentation, writing, organizational, analytical, and problem-solving skills
• Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
• Excellent oral and written communication skills
• Flexibility, versatility, dependability
• Ability to prioritize and manage work in fast paced high volume environment

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Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.