Client Support Specialist - Mortgage

ICE; Omaha (NE); On-site; USD 48,000 - 64,000; Full time

Job summary

ICE Mortgage Technology is the leading cloud-based platform provider for the mortgage finance industry. ICE Mortgage Technology solutions enable lenders to originate more loans, reduce origination costs, and shorten the time to close while maintaining compliance, quality, and efficiency.

The Industry Client Support Specialist acts as an Initial and Closing Document specialist, delivering complete resolutions and addressing client questions about the product and its documents and tools.

Qualifications

• 3+ years of mortgage processing, funding, document drawing, shipping or post-closing.
• Experience using desktop 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, professional cooperative attitude.
• Exhibits flexibility and can multi-task several priorities to completion.

Responsibilities

• Leverage mortgage industry experience to assist clients in using ICE Mortgage Technology software solutions.
• Resolve problems in a timely manner with minimal assistance for 85% of cases.
• Maintain departmental standards and drive SLA attainment.
• Strive for first-call resolution while ensuring quality of service.
• Maintain case backlog and respond to systemic customer-impacting problems.
• Document all client interactions accurately in the CRM system.

Skills

Mortgage processing experience

Customer service

Multi-tasking

Problem solving

Education

No explicit degree required

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Job Purpose

ICE Mortgage Technology is the leading cloud-based platform provider for the mortgage finance industry. ICE Mortgage technology solutions enable lenders to originate more loans, reduce origination costs, and reduce the time to close, all while ensuring the highest levels of compliance, quality and efficiency.

Overview

Work Hours are 11:00 am to 7:00 pm EST

Job Purpose

ICE Mortgage Technology is the leading cloud-based platform provider for the mortgage finance industry. ICE Mortgage technology solutions enable lenders to originate more loans, reduce origination costs, and reduce the time to close, all while ensuring the highest levels of compliance, quality and efficiency.

The Industry Client Support Specialist acts as an Initial and Closing Document specialist relevant to the use and application of ICE Mortgage products and services. The Industry Client Support Specialist delivers complete 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 Technology product.

Responsibilities

• Leverage mortgage industry experience to assist clients in the use of their ICE Mortgage Technology 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 enquires via multiple channels; prioritize and escalating based on recognized business impact; self-managed case backlog to acceptable levels.
• Effectively use knowledge base, along with all resources available to drive resolution.
• Thoroughly and accurately document details of all client interactions in CRM system.

Knowledge And Experience

• 3+ years of recent mortgage processing, funding, document drawing, shipping or post-closing.
• Experience using desktop 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 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; solicits 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.

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