Escrow Client Support Specialist

Intercontinental Exchange Holdings, Inc.; Jacksonville (FL); On-site; USD 110,000 - 140,000; Full time

Job summary

Intercontinental Exchange Holdings, Inc. seeks a senior contributor with mortgage servicing domain expertise to guide system scope and objectives aligned with client business plans and industry requirements.

The role involves independent work or team-based projects, providing technical guidance on complex migrations and enhancements, and serving as a liaison between clients and IT teams while ensuring high standards of customer satisfaction.

Qualifications

• Bachelor’s degree or equivalent required.
• Prior mortgage servicing experience preferred.
• Mortgage servicing product knowledge (MSP) highly preferred.
• Excellent verbal and written communication skills for multiple audiences.
• Strong analytical, problem-solving, and time-management abilities.

Responsibilities

• Consults with clients regarding system requirements and performance for MSP and related products.
• Works individually or in teams on technology consultancy projects to meet client needs.
• Liaises between end-users and IT during projects.
• Researches and documents client needs, technology, or regulatory requirements for system design and enhancements.
• Analyzes industry and company best practices and system impacts across platforms.
• Conducts system, integration, readiness, and acceptance testing with client data.
• May train client and technical support personnel on enhancements and new systems.

Skills

Mortgage servicing knowledge

Client-facing communication

System analysis

Training delivery

Documentation

Education

Bachelor's degree

Tools

MSP product knowledge

Job description

Overview

Job Purpose

Serves as a senior 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
• Functional knowledge in the following area(s) may be required:
• 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

LI-SF1

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