Client Support Associate, MLS (Multiple Listing Service)

Intercontinental Exchange Holdings, Inc.; Jacksonville (FL); On-site; USD 42,000 - 68,000; Full time

Job summary

Intercontinental Exchange Holdings, Inc. in Jacksonville, FL is seeking a Client Support Associate to act as a subject-matter and product-area specialist, delivering timely resolutions for questions and errors in ICE Mortgage Technology products and services.

You will handle phone and email support, review property descriptions, research tax issues, investigate discrepancies, and stay current with state tax/fee laws while collaborating with internal teams.

Qualifications

• High school diploma or GED required.
• 1 year of customer support experience or help desk exposure.
• Mortgage servicing or origination experience preferred.
• Real estate experience is a plus.
• Excellent customer service skills demonstrated.
• Strong written and verbal communication and problem-solving abilities.
• Ability to manage multiple tasks in a fast-paced environment.

Responsibilities

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

Skills

Customer service

Problem solving

Communication

Teamwork

Organization

Education

High school diploma or GED

Job description

Overview

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.

Job Purpose

Products supported include: MLS, Paragon, Paragon Connect

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

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