Customer Service Product Delivery Consultant

Intercontinental Exchange Holdings, Inc.; Jacksonville (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

Intercontinental Exchange, Inc. is seeking a technically adept consultant with expertise in mortgage servicing to guide client projects and improve systems scope and performance related to MSP and ICE Mortgage products.

You will independently contribute or join teams delivering IT and business consulting, conducting tests, and documenting client needs and regulatory requirements to support multiple platforms and applications.

Qualifications

• Bachelor's degree or the equivalent combination of education, training, or work experience.
• Prior Mortgage Servicing experience.
• Mortgage servicing product experience (MSP) highly preferred.
• Knowledge of ICE Customer Service application highly preferred.
• In-depth knowledge of mortgage services industry and regulatory requirements.

Responsibilities

• Consults directly with clients regarding system requirements and performance related to business processes in the servicing environment; MSP usage.
• Works individually or within a team on technology business consulting projects to meet client requirements.
• Serves as liaison between end-users and the IT organization during consulting projects.
• Researches and documents client needs, technology, or regulations related to system design or enhancements.
• Analyzes industry practices and system impacts, and provides recommendations on best practices and changes in technology.
• Performs system, integration, readiness, and acceptance tests using client data.
• May train client and technical support personnel on enhancements or new systems.

Skills

Mortgage servicing

MSP

Customer service

Project management

Analytical

Communication

Education

Bachelor's degree or equivalent

Tools

MSP software

Job description

Job Purpose

Serves as a contributor with expertise in particular business processes responsible for formulating systems scope and objectives relative to a client organization's business plan and industry requirements. Acts independently or as a member of a project team responsible for providing technical guidance concerning the business implications of the application of various systems. Provides technical consulting on complex projects.

Responsibilities

• Consults directly with clients regarding system requirements and performance related to business processes in the servicing environment; specifically regarding their use of the MSP and related products.
• Works individually or within a team on technology business consulting projects to meet specific client requirements.
• Serves as liaison between end-users and the information technology organization consultants during IT and technology consulting projects.
• Expertly researches and documents client needs, technology, or regulations related to system design, enhancement that will impact multiple platforms and/or applications.
• Analyzes industry, company, technology best practices, etc. Also analyzes system impacts to other systems and procedures. Provides recommendations on best practices, processes, and changes in technology accordingly.
• Conducts a variety of tests such as system, integration, readiness, and acceptance tests. Conducts tests using client data to be certain client needs will be met.
• May play a key role in the training of client and technical support personnel on enhancements, new systems or procedures.

Knowledge and Experience

• A Bachelor's degree or the equivalent combination of education, training, or work experience.
• Prior Mortgage Servicing experience
• Mortgage servicing product experience (i.e. MSP) highly preferred
• Knowledge of ICE Customer Service application highly preferred
• Functional knowledge in the following area(s) may be required:
• • Payments
  • Escrow Analysis
  • Insurance, including:
    • PMI/MIP
    • Optional
    • Hazard
  • Taxes
  • Payoffs
  • Customer Service
  • Tracking, including:
    • Disaster
    • Task
    • Paid in Full
• Familiarity with ICE Mortgage products and services
• In-depth knowledge of mortgage services industry and associated regulatory and compliance requirements
• Awareness of system-development protocol
• Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors)
• Willingly shares relevant knowledge and expertise to other resources
• Excellent analytical, decision-making, problem-solving, interpersonal, team, negotiation, conflict management and time management skills
• Ability to persuade and influence others on the best approach to take
• Project management skills, including the ability to estimate work effort for project sub-plans or small projects and ensure the project is successfully completed
• Is resourceful and proactive in gathering information and sharing ideas

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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.