Client Operations Associate

OverviewJob PurposeICE Mortgage Technology seeks a motivated and client-focused professional to join its Client Operations organization in the role of Client Operations Associate. 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.ResponsibilitiesClient SupportServe as a primary point of contact for clients utilizing ICE Mortgage Technology software solutions, responding to inquiries with professionalism and urgencyTroubleshoot and resolve client issues in a timely manner, leveraging available resources including knowledge bases and internal toolsAccurately 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 processSupport first-call resolution objectives while maintaining high standards of service quality and client satisfactionProduct DeliverySupport the coordination and delivery of product updates, enhancements, and releases to clientsParticipate in the product defect and enhancement feedback process by accurately identifying issues and communicating resolution status to relevant stakeholdersCollaborate with cross-functional teams including Product, Engineering, and Account Management to ensure a consistent client experience throughout product changesAssist in the preparation and distribution of client-facing communications, release documentation, and training materialsImplementations & Professional ServicesSupport the onboarding and implementation of new clients onto ICE Mortgage Technology platformsAssist project teams in coordinating client-facing activities, system configuration tasks, and project documentationGuide clients through system setup, workflow configuration, and integration processes to facilitate a successful go-live experienceContribute to process documentation, workflow mapping, and continuous improvement initiatives across client operationsKnowledge and ExperienceBachelor's degree in Business, Finance, Communications, Information Technology, Operations Management, or a related fieldNo prior mortgage industry experience required; comprehensive onboarding and role-specific training will be providedExceptional written and verbal communication skills, with the ability to convey information clearly and professionally to varied audiencesStrong organizational skills with demonstrated ability to manage competing priorities and meet established deadlinesAbility to work collaboratively across teams and adapt effectively in a fast-paced, dynamic environmentCommitment to professional development and a strong interest in mortgage technology and client-facing operationsTechnical and Preferred SkillsProficiency in Microsoft Office Suite, with particular emphasis on ExcelFamiliarity with data analysis or reporting tools such as Power BI, Tableau, SQL, or AI tools is preferredDemonstrated aptitude for technology and willingness to develop proficiency in mortgage-specific software platforms, including ICE's MSP and Encompass solutionsAnalytical mindset with the ability to identify trends, diagnose problems, and formulate solutionsFoundational knowledge of APIs, webhooks, or technical integration concepts is beneficial but not requiredIntercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.