Special Loans Client Support Specialist II

Intercontinental Exchange Holdings, Inc.; Jacksonville (FL); On-site; USD 85,000 - 120,000; Full time

Job summary

Intercontinental Exchange, Inc. seeks a mortgage Special Loans consultant to serve as a trusted client-facing expert, shaping system scope and objectives for complex projects.

You will translate business needs into technical requirements and guide Testing and implementation with cross-functional teams. You may travel to client sites, conduct system, integration, readiness and acceptance tests, and help train client staff on enhancements and new procedures.

Qualifications

• Bachelor’s degree or the equivalent combination of education, training, or work experience.
• 4 years of analytical and/or technical consulting experience.
• Experience with ICE products, services, and capabilities.
• Prior Mortgage or Home Equity Servicing experience required.
• Strong communication skills for technical and non-technical audiences.

Responsibilities

• Serves as liaison between end-users and IT to meet client requirements.
• Researches and documents client needs, technology, or regulations related to system design.
• Analyzes system impacts and provides recommendations on best practices and changes in technology.
• Assists client in writing test plans and test cases to ensure application integrity.
• Conducts system, integration, readiness, and acceptance tests.
• Consults directly with the client and may travel to client sites.
• May train client and technical support personnel on enhancements and new systems.

Skills

Analytical thinking

Client-facing communication

Presentation skills

Travel readiness

Education

Bachelor’s degree or equivalent

Tools

ICE Mortgage Technology tools

System design knowledge

Quality assurance basics

Job description

Overview

Job Purpose

Serves as a team contributor with expertise in mortgage Special Loans and responsible for formulating systems scope and objectives relative to a client organization’s business plan and industry requirements. Provides technical consulting on complex projects.

Work hours are 9:00 am to 6:00 pm Eastern time

Responsibilities

• Serves as liaison between end-users and the information technology organization during consulting projects to meet specific client requirements
• Expertly researches and documents client needs, technology, or regulations related to system design or enhancements that will impact multiple platforms and/or applications
• Analyzes system impacts to client environments and procedures and provides recommendations on best practices and changes in technology accordingly
• Assists client in writing test plans and test cases to ensure enhancements made to applications meet client needs and that application integrity is maintained
• Conducts a variety of tests such as system, integration, readiness, and acceptance tests
• Consults directly with the client and may travel to the client site
• May play a key role in the training of client and technical support personnel on enhancements, new systems, or procedures
• May require travel
• Performs other related duties as assigned

Knowledge and Experience

• Bachelor’s degree or the equivalent combination of education, training, or work experience

• Requires 4 years of analytical and/or technical consulting experience

• Experience working in a technical client facing role

• 5 years of mortgage industry experience

• Experience with ICE products, services, and capabilities

• Prior Mortgage or Home Equity Servicing experience required

• Functional knowledge in the following area(s) is required:

• Special Loans – Adjustable-Rate Mortgages, Balloons, GPMs, Bi-Weekly, Daily Simple Interest, Buydowns, Step Rates, SCRA (Soldiers and Sailors), Interest-Only, Year-End Processing, Monthly Billing, Loan Boarding, New Loan Boarding, etc.

• Consumer Loans – ELOCs, HELOCs, Collateral Loans, etc.

• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization

Preferred Knowledge and Experience

• Knowledge of ICE Mortgage Technology products, services and capabilities
• Knowledge of the tools, techniques and principles used in application development in objective-oriented development, or other relevant technology
• Proficiency in quality management methods, tools, and technologies
• Awareness of system-development protocol
• Strong analytical skills
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors)
• 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
• 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.