Client Support Lead Specialist, Cash Function

Intercontinental Exchange Holdings, Inc.; Jacksonville (FL); On-site; USD 90,000 - 140,000; Full time

Job summary

Intercontinental Exchange, Inc. is seeking an experienced escalation specialist to resolve complex MSP Cash and Corporate Accounting issues and support Client Support teams.

You will analyze root causes, coordinate with Product, Development, and Operations, and guide process improvements across departments. Required are strong problem-solving and communication skills, plus a background in mortgage servicing and MSP platforms.

Qualifications

• Bachelor's degree or equivalent combination of education and experience
• 5+ years of experience in mortgage servicing, product support, operations, consulting, or a related field
• Strong problem-solving, analytical, and customer service skills
• Ability to manage multiple priorities and work independently
• Experience collaborating with cross-functional teams
• Strong written and verbal communication skills
• Experience with ICE Mortgage Technology products and services preferred
• MSP Mortgage Servicing Platform experience preferred
• Knowledge of payment service integrations, including Lockbox, AC, and Digital Banking

Responsibilities

• Serve as the escalation point for complex MSP Cash and Corporate Accounting issues.
• Provide advanced troubleshooting and support to Client Support team members.
• Resolve customer issues, identify root causes, and drive timely resolution.
• Monitor and respond to customer-impacting system issues.
• Manage escalated cases and ensure adherence to service standards.
• Collaborate with Product, Development, Operations, and Support teams to resolve issues and improve processes.
• Conduct business impact analysis for product changes, enhancements, and operational initiatives.
• Provide guidance on MSP Cash and Corporate Accounting processes and best practices.
• Support testing, validation, and implementation activities for product and client initiatives.
• Identify opportunities for process improvement and operational efficiencies.
• Coach and mentor team members and assist with onboarding and training.
• Support business reviews, reporting, and customer communications.
• Participate in incident management activities, including bridge calls and customer communications.
• Participate in an on-call support rotation.
• Perform additional related duties as assigned.

Skills

Mortgage Servicing

Customer Service

Problem-Solving

Cross-Functional

Communication

MSP Platform

Payments Integrations

Lockbox

General Ledger

Leadership

Education

Bachelor's degree

Tools

Salesforce

ServiceNow

Azure DevOps

Microsoft Office

Job description

Overview

Job Summary

This role is an escalation point for resolving complex operational and system issues, supporting customers and internal teams, and serving as the subject matter expert for MSP Cash and Corporate Accounting functions.

Primary Responsibilities

• Serve as the escalation point for complex MSP Cash and Corporate Accounting issues.
• Provide advanced troubleshooting and support to Client Support team members.
• Resolve customer issues, identify root causes, and drive timely resolution.
• Monitor and respond to customer-impacting system issues.
• Manage escalated cases and ensure adherence to service standards.
• Collaborate with Product, Development, Operations, and Support teams to resolve issues and improve processes.
• Conduct business impact analysis for product changes, enhancements, and operational initiatives.
• Provide guidance on MSP Cash and Corporate Accounting processes and best practices.
• Support testing, validation, and implementation activities for product and client initiatives.
• Identify opportunities for process improvement and operational efficiencies.
• Coach and mentor team members and assist with onboarding and training.
• Support business reviews, reporting, and customer communications.
• Participate in incident management activities, including bridge calls and customer communications.
• Participate in an on-call support rotation.
• Perform additional related duties as assigned.

Required Qualifications & Experience

• Bachelor's degree or equivalent combination of education and experience
• 5+ years of experience in mortgage servicing, product support, operations, consulting, or a related field
• Strong problem-solving, analytical, and customer service skills
• Ability to manage multiple priorities and work independently
• Experience collaborating with cross-functional teams
• Strong written and verbal communication skills
• Experience with ICE Mortgage Technology products and services preferred
• MSP Mortgage Servicing Platform experience preferred
• Knowledge of payment service integrations, including Lockbox, AC, and Digital Banking

Knowledge & Skills

• Corporate Accounting
• Funds Movement &Daily Balancing
• Draft Processing
• Suspense Management
• Bank Reconciliation &General Ledger Accounting
• Interest Accruals & Curtailments
• Escrow Administration
• Lockbox Processing
• Third-Party Payment Providers
• Payment Services Integrations
• Mortgage and Consumer Servicing Operations
• Salesforce
• ServiceNow
• Azure DevOps (ADO)
• Microsoft Office Suite

Success Factors

• Deep knowledge of mortgage servicing Cash and Corporate Accounting functions
• Strong leadership and mentoring abilities
• Ability to resolve complex issues and drive continuous improvementCustomer-focused with excellent communication and relationship-building skills
• Demonstrates integrity, accountability, adaptability, and results-oriented performance

#LI-SF1

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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.