Client Operations Associate

divh2Client Operations Associate/h2pICE Mortgage Technology seeks a motivated and client-focused professional to join its Client Operations organization. This entry-level opportunity is at the intersection of financial technology and client services./ppPrior 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./ppResponsibilities include:/pulliClient Support ulliServe as a primary point of contact for clients utilizing ICE Mortgage Technology software solutions, responding to inquiries with professionalism and urgency/liliTroubleshoot and resolve client issues in a timely manner, leveraging available resources including knowledge bases and internal tools/liliAccurately document all client interactions and case details within the organizational CRM system (Salesforce)/liliIdentify and escalate complex or systemic issues to appropriate internal teams, ensuring clear and timely communication with clients throughout the resolution process/liliSupport first-call resolution objectives while maintaining high standards of service quality and client satisfaction/li/ul/liliProduct Delivery ulliSupport the coordination and delivery of product updates, enhancements, and releases to clients/liliParticipate in the product defect and enhancement feedback process by accurately identifying issues and communicating resolution status to relevant stakeholders/liliCollaborate with cross-functional teams including Product, Engineering, and Account Management to ensure a consistent client experience throughout product changes/liliAssist in the preparation and distribution of client-facing communications, release documentation, and training materials/li/ul/liliImplementations Professional Services ulliSupport the onboarding and implementation of new clients onto ICE Mortgage Technology platforms/liliAssist project teams in coordinating client-facing activities, system configuration tasks, and project documentation/liliGuide clients through system setup, workflow configuration, and integration processes to facilitate a successful go-live experience/liliContribute to process documentation, workflow mapping, and continuous improvement initiatives across client operations/li/ul/li/ulpKnowledge and experience include:/pulliBachelors degree in Business, Finance, Communications, Information Technology, Operations Management, or a related field/liliNo prior mortgage industry experience required; comprehensive onboarding and role-specific training will be provided/liliExceptional written and verbal communication skills, with the ability to convey information clearly and professionally to varied audiences/liliStrong organizational skills with demonstrated ability to manage competing priorities and meet established deadlines/liliAbility to work collaboratively across teams and adapt effectively in a fast-paced, dynamic environment/liliCommitment to professional development and a strong interest in mortgage technology and client-facing operations/li/ulpTechnical and preferred skills include:/pulliProficiency in Microsoft Office Suite, with particular emphasis on Excel/liliFamiliarity with data analysis or reporting tools such as Power BI, Tableau, SQL, or AI tools is preferred/liliDemonstrated aptitude for technology and willingness to develop proficiency in mortgage-specific software platforms, including ICEs MSP and Encompass solutions/liliAnalytical mindset with the ability to identify trends, diagnose problems, and formulate solutions/liliFoundational knowledge of APIs, webhooks, or technical integration concepts is beneficial but not required/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