Mortgage Tech Client Support Specialist

ICE; Jacksonville (FL); On-site; USD 45,000 - 65,000; Full time

Job summary

ICE Mortgage Technology is a leading cloud-based platform for the mortgage finance industry, and seeks an Industry Client Support Specialist to help clients use ICE Mortgage Technology software, documents, and tools. The role focuses on timely resolutions, with strong customer-service skills and the ability to manage multiple cases across channels.

You will document interactions in CRM, maintain SLA targets, and collaborate with product teams to identify and communicate defects or enhancements.

Qualifications

• 3+ years of mortgage processing, funding, shipping or post-closing.
• Experience using desktop loan origination software applications.
• Proven effectiveness in a role that requires multi-tasking and strong customer soft-skills.
• Demonstrated ability to confidently deliver solutions and resolve issues.
• Team-oriented, demonstrates a professional cooperative attitude.

Responsibilities

• Leverage mortgage industry experience to assist clients in the use of their ICE Mortgage Technology software solutions.
• Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned.
• Maintain Department Standards.
• Drive SLA attainment.
• Strive for first-call resolution, balancing completeness of resolution and quality of service.
• Maintain case backlog.
• Recognize and respond accordingly to systemic customer-impacting problems.
• Participate in product/enhancement closed loop process by accurately identifying defects, enhancements, and communication status updates to the client.
• Understand and follow company and departmental guidelines and policies for customer interaction.
• Manage continuous inbound customer enquires via multiple channels; prioritize and escalating based on recognized business impact; self-managed case backlog to acceptable levels.
• Effectively use knowledge base, along with all resources available to drive resolution.
• Thoroughly and accurately document details of all client interactions in CRM system.

Job description

ICE Mortgage Technology is a leading cloud-based platform for the mortgage finance industry, and seeks an Industry Client Support Specialist to help clients use ICE Mortgage Technology software, documents, and tools. The role focuses on timely resolutions, with strong customer-service skills and the ability to manage multiple cases across channels.

You will document interactions in CRM, maintain SLA targets, and collaborate with product teams to identify and communicate defects or enhancements.