Mortgage Tech Client Support Specialist II

Intercontinental Exchange Holdings, Inc.

Jacksonville (FL)

On-site

USD 55,000 - 75,000

Full time

14 days+

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Job summary

Intercontinental Exchange, Inc. in Jacksonville, FL, is seeking a Client Support Specialist II for ICE Mortgage Technology products.

You will act as a subject-matter and product-area expert to deliver timely, accurate resolutions for customer inquiries, issues, and escalations, with a focus on quality service and operational excellence. Responsibilities include applying technical and domain knowledge to support customers, maintaining case records, driving first-contact resolution where possible,

Qualifications

Three plus years equivalent customer service or technical support experience.
Three plus years mortgage servicing experience preferred with understanding of mortgage banking tech.
Ability to analyze symptoms and identify root cause of software problems.
Proactive, customer-focused with ability to learn department policies.

Responsibilities

Develop and apply technical and domain knowledge to assist customers of ICE Mortgage Technology.
Resolve complex problems with minimal assistance for timely customer resolution.
Drive service levels to departmental standards and strive for first-call resolution.
Document all customer interactions accurately in the case management system.
Mentor teammates and support workload management.