Client Support Lead Specialist, Cash Function

OverviewJob SummaryThis role is an escalation point for resolving complex operational and system issues, supporting customers and internal teams, and serving as the subject matter expert for MSP Cash and Corporate Accounting functions.Primary ResponsibilitiesServe as the escalation point for complex MSP Cash and Corporate Accounting issues.Provide advanced troubleshooting and support to Client Support team members.Resolve customer issues, identify root causes, and drive timely resolution.Monitor and respond to customer-impacting system issues.Manage escalated cases and ensure adherence to service standards.Collaborate with Product, Development, Operations, and Support teams to resolve issues and improve processes.Conduct business impact analysis for product changes, enhancements, and operational initiatives.Provide guidance on MSP Cash and Corporate Accounting processes and best practices.Support testing, validation, and implementation activities for product and client initiatives.Identify opportunities for process improvement and operational efficiencies.Coach and mentor team members and assist with onboarding and training.Support business reviews, reporting, and customer communications.Participate in incident management activities, including bridge calls and customer communications.Participate in an on-call support rotation.Perform additional related duties as assigned.Required Qualifications & ExperienceBachelor's degree or equivalent combination of education and experience5+ years of experience in mortgage servicing, product support, operations, consulting, or a related fieldStrong problem-solving, analytical, and customer service skillsAbility to manage multiple priorities and work independentlyExperience collaborating with cross-functional teamsStrong written and verbal communication skillsExperience with ICE Mortgage Technology products and services preferredMSP Mortgage Servicing Platform experience preferredKnowledge of payment service integrations, including Lockbox, AC, and Digital BankingKnowledge & SkillsCorporate AccountingFunds Movement & Daily BalancingDraft ProcessingSuspense ManagementBank Reconciliation & General Ledger AccountingInterest Accruals & CurtailmentsEscrow AdministrationLockbox ProcessingThird-Party Payment ProvidersPayment Services IntegrationsMortgage and Consumer Servicing OperationsSalesforceServiceNowAzure DevOps (ADO)Microsoft Office SuiteSuccess FactorsDeep knowledge of mortgage servicing Cash and Corporate Accounting functionsStrong leadership and mentoring abilitiesAbility to resolve complex issues and drive continuous improvementCustomer-focused with excellent communication and relationship-building skillsDemonstrates integrity, accountability, adaptability, and results-oriented performance#LI-SF1 Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.