Mortgage Tech Client Support Specialist — Evenings (EST)

ICE

Omaha (NE)

On-site

USD 48,000 - 64,000

Full time

14 days+

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Job summary

ICE Mortgage Technology is the leading cloud-based platform provider for the mortgage finance industry. ICE Mortgage Technology solutions enable lenders to originate more loans, reduce origination costs, and shorten the time to close while maintaining compliance, quality, and efficiency.

The Industry Client Support Specialist acts as an Initial and Closing Document specialist, delivering complete resolutions and addressing client questions about the product and its documents and tools.

Qualifications

3+ years of mortgage processing, funding, document drawing, 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, professional cooperative attitude.
Exhibits flexibility and can multi-task several priorities to completion.

Responsibilities

Leverage mortgage industry experience to assist clients in using ICE Mortgage Technology software solutions.
Resolve problems in a timely manner with minimal assistance for 85% of cases.
Maintain departmental standards and drive SLA attainment.
Strive for first-call resolution while ensuring quality of service.
Maintain case backlog and respond to systemic customer-impacting problems.
Document all client interactions accurately in the CRM system.