Default Client Support Specialist II

Intercontinental Exchange Holdings, Inc.; Jacksonville (FL); On-site; USD 90,000 - 135,000; Full time

Job summary

Intercontinental Exchange, Inc. is hiring a Mortgage Default expert to join our team in a client-facing consulting role. You will help define system scope and objectives aligned with business plans and industry requirements, delivering technical guidance on complex projects.

The role requires strong communication, analytical skills, and experience with ICE Mortgage Technology. Some travel to client sites and training of client/technical staff may be involved.

Qualifications

• 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 ICE Mortgage Technology products, services, and capabilities.
• Prior Mortgage Servicing experience required.
• Functional knowledge in Default areas like Loss Mitigation, Collections, Delinquency, Modifications, MI Delinquency Reporting, REO, etc.

Responsibilities

• Acts as liaison between end-users and IT during consulting projects to meet client requirements.
• Researches and documents client needs, technology, or regulations affecting system design.
• Analyzes system impacts on client environments and provides recommendations on best practices.
• Assists client in writing test plans and test cases to ensure enhancements meet needs and maintain integrity.
• Conducts system, integration, readiness, and acceptance tests.
• Consults directly with the client and may travel to client sites.
• May train client and technical support personnel on enhancements or new systems.
• Performs other related duties as assigned.

Skills

Mortgage Default

Client facing

Analytical thinking

Communication skills

Travel possible

Education

Bachelor's degree or equivalent

Tools

ICE Mortgage Technology

Job description

Overview

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.