Client Support Specialist - ICE Product Pricing Engine

OverviewJob PurposeICE Mortgage Technology (ICE MT) is the leading cloud-based platform provider for the mortgage finance industry. ICE MT technology solutions enable lenders to originate and service more loans, reduce origination costs, and reduce the time to close, all while ensuring the highest levels of compliance, quality and efficiency. Visit https://www.icemortgagetechnology.com/ to learn more.The Client Support Specialist acts as a support resource to our customer base utilizing ICE Mortgage Technology products, services, platform technologies, and workflows. The Client Support Specialist will become equipped in Mortgage industry products, deliver adequate resolutions, in a timely manner, and consistently address clients’ questions and concerns. By prioritizing tasks, planning, and utilizing tools and techniques, to make the most out of your responsibilities.Working Hours: 9:00 am - 6:00 pm ET (8:00 am - 5:00 pm CT) ResponsibilitiesSupport client inquires with customer service, technical and mortgage industry experience in the use of their ICE MT software solutionsResolve problems in a timely manner with minimal assistance for 85% of all cases assigned at six-month’s tenure in the role while maintaining a satisfactory level of customer satisfaction. Support and drive service level attainment to departmental standardsStrive for first-call resolution, balancing completeness of documentation, quality of service, and while maintaining case backlogRecognize and respond accordingly to customer-impacting scenarios, accurately identifying defects or enhancements, provide clear communications, and timelines per proceduresUnderstand and follow company and departmental guidelines and policies for customer interactionManage continuous inbound customer inquiries via chat, call, resource center; prioritize and escalate based on recognized business impact; self-managed case backlog to acceptable levelsEffective use of knowledge base, along with all resources available to drive resolutionThoroughly and accurately document details of all client interactionsMaintaining a high standard of integrity and professionalism, leading by exampleKnowledge And Experience3+ years equivalent customer service, technical support, or industry mortgage experience using loan origination software applicationsProven effectiveness in a role that requires multi-tasking, flexibility, and strong customer soft skillsTeam-oriented, demonstrates a professional cooperative positive attitude, achieving high regard for teamwork and collaborationMakes sound, professional, timely decisions toward agreed upon personal, company, and departmental/team objectives and goals. Consistently demonstrates good judgement; Considers relevant factors; Applies good practices and methodology to decision making. Understands and appropriately balances and prioritizes work efforts to operational needs. Communicate 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 listenerBias for action; willingness to affect positive change; adaptable and committed to the success of our customersCommunicates effectively, develops and delivers, by written and oral communications, information which is clear, salient, and appropriate audience. Listens attentively; Adapts communication style to the audience and setting; Communicates effectively in large and small groups, and one-to-one. Deliver salient information and complete solutions with confidenceDisplay a willingness and desire to learn diverse, job-appropriate technologies and technical skills. Capacity to understand technical concepts, processes, procedures, and tools. Demonstrating an aptitude for technical problem solving, including the ability to learn and adopt new technical concepts, processes, and troubleshooting procedures. Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.