Default Client Support Specialist II

ICE; Jacksonville (FL); On-site; USD 130,000 - 170,000; Full time

Job summary

ICE is seeking a Mortgage Default Senior Consultant to lead client-focused initiatives, define system scope, and advise on best practices across platforms. You will analyze impacts, develop test plans, and support implementation while traveling to client sites as needed.

The role requires strong communication, 5+ years in mortgage industry, and experience with ICE Mortgage Technology products. This full-time position is based in Jacksonville, FL with potential for travel.

Qualifications

• Bachelor's degree or equivalent education/experience.
• 5+ years mortgage industry experience.
• 4+ years analytical/technical consulting experience.
• Experience in a technical client-facing role.
• Experience with ICE products, services, and capabilities.

Responsibilities

• Serves as liaison between end-users and the information technology organization during consulting projects to meet specific client requirements.
• 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 provide recommendations on best practices and technology changes accordingly.
• Assist client in writing test plans and test cases to ensure enhancements meet client needs and maintain application integrity.
• Conducts system, integration, readiness, and acceptance tests.
• Consults directly with the client and may travel to the client site.
• Play a key role in training of client and technical support personnel on enhancements, new systems, or procedures.
• Performs other related duties as assigned.

Skills

Mortgage industry experience

Analytical/technical consulting

Client-facing experience

Excellent communication skills

Education

Bachelor's degree or equivalent

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.

Overview

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

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

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

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