Default Client Support Specialist II

Intercontinental Exchange (ICE); Jacksonville (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

Intercontinental Exchange, Inc. seeks a Mortgage Default Consultant to act as a client-facing liaison, shaping system scope and objectives aligned with client business plans.

You will provide technical consulting on complex projects, document requirements, analyze impacts, and assist in test planning and execution across ICE Mortgage Technology. The role requires 5+ years in mortgage servicing, 4+ years in analytical/technical consulting, and strong communication skills to engage technical and

Qualifications

• Bachelor's degree or equivalent combination of education, training, or work experience.
• 5+ years of mortgage industry experience.
• 4+ years of analytical and/or technical consulting experience.
• Experience in a technical client-facing role.
• Experience with Intercontinental Exchange (ICE) products, services, and capabilities.
• Prior Mortgage Servicing experience required.
• Default domain knowledge: Loss Mitigation, Collections, Delinquency, Modifications, MI Delinquency Reporting, REO, etc.

Responsibilities

• Act as liaison between end-users and IT during consulting projects to meet client requirements.
• Research and document client needs, technology, or regulations related to system design or enhancements affecting multiple platforms.
• Analyze system impacts on client environments and recommend best practices and technology changes.
• Assist client in writing test plans and test cases to ensure enhancements meet client needs and maintain application integrity.
• Conduct system, integration, readiness, and acceptance testing; travel to client sites as needed.
• Provide training to clients and support personnel on enhancements, new systems, or procedures.
• Carry out other related duties as assigned.

Skills

Analytical skills

Communication skills

Client-facing experience

Time management

Education

Bachelor's degree

Tools

ICE Mortgage Technology

Job description

Job Purpose

Serves as a team contributor with expertise in mortgage Default and responsible for formulating systems scope and objectives relative to a client organization's business plan and industry requirements. Provides technical consulting on complex projects.

Responsibilities

• Serves as liaison between end-users and the information technology organization during consulting projects to meet specific client requirements

• Expertly research and document client needs, technology, or regulations related to system design or enhancements that will impact multiple platforms and/or applications

• Analyze system impacts on client environments and procedures and provides recommendations on best practices and changes in technology accordingly

• Assist client in writing test plans and test cases to ensure enhancements made to applications meet client needs and that application integrity is maintained

• Conducts a variety of tests such as system, integration, readiness, and acceptance tests

• Consults directly with the client and may travel to the client site

• May play a key role in the training of client and technical support personnel on enhancements, new systems, or procedures

• Performs other related duties as assigned

Knowledge and Experience

• Bachelor's degree or the equivalent combination of education, training, or work experience

• 5+ years of mortgage industry experience

• 4+ years of analytical and/or technical consulting experience

• Experience working in a technical client facing role

• Experience with Intercontinental Exchange (ICE) products, services, and capabilities

• Prior Mortgage Servicing experience required

• Functional knowledge in the following area(s) is required:

• Default - Early stage default such as Loss Mitigation, Collections and Collection queue assignments, Delinquency Notices, Late Charges and Fees, Modifications, MI Delinquency Reporting, Property Inspections, Single Point of Contact

• Other areas - Default Activity Reporting, Bankruptcy, Foreclosure, Credit Bureau Reporting, REO, Year End Reporting for Default

• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization

Preferred Knowledge and Experience

• Knowledge of ICE Mortgage Technology products, services and capabilities

• Knowledge of the tools, techniques and principles used in application development in objective-oriented development, or other relevant technology

• Proficiency in quality management methods, tools, and technologies

• Awareness of system-development protocol

• Strong analytical skills

• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors)

• 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

• 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.