Senior Consultant, Elevated Client Services

Intercontinental Exchange Holdings, Inc.; Jacksonville (FL); On-site; USD 120,000 - 190,000; Full time

Job summary

Intercontinental Exchange, Inc. is seeking a Senior Consultant to serve as a strategic SME across Consumer, HELOC, and Special Products within ICE Mortgage Technology Solutions.

This role leads complex client engagements and drives impact analysis, program management, and reporting. You will apply deep mortgage servicing expertise to help financial institutions optimize portfolios in ICE's servicing ecosystem, collaborating with product management, development, and client support while traveling

Qualifications

• Deep mortgage servicing expertise.
• Experience leading client engagements.
• Strong communication with executives and teams.
• Regulatory and compliance awareness.

Responsibilities

• Serves as SME for consumer lending and HELOC servicing operations within the MSP platform, providing guidance on configuration, workflow design, and best practices
• Provides strategic recommendations on best practices, regulatory considerations, and technology changes, positioning clients for long-term operational success
• Devises and/or modifies processes and procedures to achieve greater efficiencies and to solve the most complex business process problems related to mortgage default operations
• Conducts a variety of tests such as system, integration, readiness, and acceptance tests using client data to ensure client needs and compliance requirements will be met
• Consults directly with client executives and may travel to client sites to facilitate strategic discussions and drive project alignment
• Acts as project leader for complex consulting engagements, establishing sub-team structures, defining workflows, and ensuring successful project delivery
• Leads the training and enablement of client and technical support personnel on enhancements, new analytics, procedures, and regulatory changes
• Identifies opportunities for process optimization, cost reduction, and operational improvements across mortgage default administration functions
• Manage stakeholder communications across multiple organizational levels, translating between executive strategy and technical implementation
• Works closely with internal resources such as product management, development, andclientsupport, including attending product meetings and forums
• Performs other related duties as assigned

Skills

Mortgage servicing

Client engagements

Project leadership

Stakeholder management

Regulatory knowledge

Job description

Overview

Job Purpose

The Senior Consultant is an individual contributor role serving as a strategic subject matter expert across Consumer, HELOC, and Special Products functions within ICE Mortgage Technology Solutions. This position leads complex client engagements and is accountable for impact analysis, knowledge transfer, business reviews, program management, and internal and external reporting across the assigned functional area. The role requires deep mortgage servicing expertise paired with a hands-on client engagement approach, enabling financial institutions to optimize their Consumer and HELOC portfolios through ICE's servicing ecosystem.

Responsibilities

• Serves as the primary subject matter expert for consumer lending and HELOC servicing operations within the MSP platform, providing guidance on configuration, workflow design, and best practices


• Provides strategic recommendations on best practices, regulatory considerations, and technology changes, positioning clients for long-term operational success


• Devises and/or modifies processes and procedures to achieve greater efficiencies and to solve the most complex business process problems related to mortgage default operations


• Conducts a variety of tests such as system, integration, readiness, and acceptance tests using client data to ensure client needs and compliance requirements will be met


• Consults directly with client executives and may travel to client sites to facilitate strategic discussions and drive project alignment


• Acts as project leader for complex consulting engagements, establishing sub-team structures, defining workflows, and ensuring successful project delivery


• Leads the training and enablement of client and technical support personnel on enhancements, new analytics, procedures, and regulatory changes


• Identifies opportunities for process optimization, cost reduction, and operational improvements across mortgage default administration functions


• Manage stakeholder communications across multiple organizational levels, translating between executive strategy and technical implementation


• Works closely with internal resources such as product management, development, andclientsupport, including attending product meetings and forums


• Performs other related duties as assigned

Knowledge and Experience

• Comprehensive familiarity with ICE Mortgage Technology products and services


• In-depth knowledge of Consumer/HELOC operations, regulatory requirements, and related ICE Mortgage Technology products


• Proven experience leading client engagements and managing project teams


• Excellent customer service and relationship management skills that build high levels of trust and satisfaction with internal and external clients at all levels


• Exceptional verbal and written communication skills tailored to diverse audiences (e.g., executives, managers, individual contributors)


• Advanced proficiency in business modeling, requirements definition, and solution architecture disciplines


• Background in implementation consulting or professional services within a SaaS mortgage technology environment


• Demonstrated ability to estimate work effort, manage project budgets, resource allocation, and ensure successful delivery of complex engagements


• Knowledge of mortgage servicing regulations and mortgage compliance requirements


• Must be able to function well as an independent contributor and as part of a team. Strong time management skills, attention to detail, and resourcefulness

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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.