Client Operations Associate

Client Operations Associate

ICE Mortgage Technology seeks a motivated and client-focused professional to join its Client Operations organization. This position is an entry-level opportunity at the intersection of financial technology and client services.

Prior experience in the mortgage industry is not required; comprehensive training will be provided. Candidates are expected to demonstrate intellectual curiosity, strong communication skills, and a commitment to professional growth. The Client Operations Associate will develop proficiency across three core disciplines within the client-facing organization: Client Support, Product Delivery, and Implementations & Professional Services.

Responsibilities include:

• Client Support
  • Serve as a primary point of contact for clients utilizing ICE Mortgage Technology software solutions, responding to inquiries with professionalism and urgency
  • Troubleshoot and resolve client issues in a timely manner, leveraging available resources including knowledge bases and internal tools
  • Accurately document all client interactions and case details within the organizational CRM system (Salesforce)
  • Identify and escalate complex or systemic issues to appropriate internal teams, ensuring clear and timely communication with clients throughout the resolution process
  • Support first-call resolution objectives while maintaining high standards of service quality and client satisfaction
• Product Delivery
  • Support the coordination and delivery of product updates, enhancements, and releases to clients
  • Participate in the product defect and enhancement feedback process by accurately identifying issues and communicating resolution status to relevant stakeholders
  • Collaborate with cross-functional teams including Product, Engineering, and Account Management to ensure a consistent client experience throughout product changes
  • Assist in the preparation and distribution of client-facing communications, release documentation, and training materials
• Implementations & Professional Services
  • Support the onboarding and implementation of new clients onto ICE Mortgage Technology platforms
  • Assist project teams in coordinating client-facing activities, system configuration tasks, and project documentation
  • Guide clients through system setup, workflow configuration, and integration processes to facilitate a successful go-live experience
  • Contribute to process documentation, workflow mapping, and continuous improvement initiatives across client operations

Knowledge and experience required:

• Bachelor's degree in Business, Finance, Communications, Information Technology, Operations Management, or a related field
• No prior mortgage industry experience required; comprehensive onboarding and role-specific training will be provided
• Exceptional written and verbal communication skills, with the ability to convey information clearly and professionally to varied audiences
• Strong organizational skills with demonstrated ability to manage competing priorities and meet established deadlines
• Ability to work collaboratively across teams and adapt effectively in a fast-paced, dynamic environment
• Commitment to professional development and a strong interest in mortgage technology and client-facing operations

Technical and preferred skills include:

• Proficiency in Microsoft Office Suite, with particular emphasis on Excel
• Familiarity with data analysis or reporting tools such as Power BI, Tableau, SQL, or AI tools is preferred
• Demonstrated aptitude for technology and willingness to develop proficiency in mortgage-specific software platforms, including ICE's MSP and Encompass solutions
• Analytical mindset with the ability to identify trends, diagnose problems, and formulate solutions
• Foundational knowledge of APIs, webhooks, or technical integration concepts is beneficial but not required

Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.