Client Support Specialist - Mortgage

divh2Client Support Specialist/h2pThe Client Support Specialist acts as a Mortgage Industry specialist relevant to the utilization and application of ICE Mortgage Technology and services. They deliver adequate resolutions, in a timely manner, and consistently, to address clients questions and concerns with the user interface, documents, and tools available in the ICE Mortgage product. They provide initiative and participation in major incident bridges and efficient communication with clients./ph3Responsibilities/h3ulliLeverage mortgage industry experience to assist clients in the use of their ICE MT software solutions./liliResolve problems in a timely manner with minimal assistance for 85% of all cases assigned./liliMaintain department standards./liliDrive SLA attainment./liliStrive for first-call resolution, balancing completeness of resolution and quality of service./liliMaintain case backlog./liliRecognize and respond accordingly to systemic customer-impacting problems./liliParticipate in product/enhancement closed loop process by accurately identifying defects, enhancements, and communication status updates to the client./liliUnderstand and follow company and departmental guidelines and policies for customer interaction./liliManage continuous inbound customer inquiries via multiple channels; prioritize and escalate based on recognized business impact; self-managed case backlog to acceptable levels./liliEffective use of knowledge base, along with all resources available to drive resolution./liliThoroughly and accurately document details of all client interactions./li/ulh3Knowledge and Experience/h3ulli3+ years of recent mortgage processing, funding, document drawing, shipping or post-closing./liliExperience using loan origination software applications./liliProven effectiveness in a role that requires multi-tasking and strong customer soft skills./liliDemonstrated ability to confidently deliver solutions and resolve issues./liliTeam-oriented, demonstrates a professional cooperative positive attitude./liliExhibits flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when needed./liliExperience using Microsoft Word, Excel and PowerPoint./liliExhibit high regard for teamwork and collaboration./liliMakes timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordingly./liliCommunicate effectively via written and spoken language; comprehends problems, urgency, and desired outcome in the absence of perfect information; shares information and ideas with others; conscientious listener./liliMaintain composure and professionalism under high-pressure conditions; open-minded; solicit feedback./liliAnalytical; proactive; creative problem solver./liliBias for action; willingness to affect positive change; adaptable and committed to the success of our customers./liliAct with integrity; demonstrate adaptability; execute consistently against job responsibilities./li/ulpIntercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics./p/div