Service Executive

OverviewJob PurposeService Executives (SE) serve as the primary liaison and relationship manager for their assigned clients with the primary goals of providing client satisfaction, supporting clients’ business requirements, resolving issues, and mitigating escalations. They represent Client Support to clients and within Intercontinental Exchange (ICE) and provide direction and leadership to Frontline consultants on issues relating to their clients.Each SE supports a different number of clients based on complexity, the number of ICE products the client utilizes, etc. They can range from supporting one to fifteen clients.ResponsibilitiesMeet regularly with clients to provide updates and discuss monthly SupportWork collaboratively with Sales Account Director to manage client relationshipsCoordinate support within ICERepresent Client Support as an advocate for excellent support and serviceCoordinate client conversations with internal groups regarding ticket escalation/concern, product support activity, ICE Experience, special projects, etc.Conduct regularly scheduled client meetings to review monthly report package with customers including SLA’s and open issuesPerform administrative responsibilitiesManage handoff of new clients from Implementations to Client SupportKnowledge And ExperienceBachelor’s degree is preferred5+ years of experience working within the mortgage industry, with at least three years of account relationship experienceMortgage Servicing knowledge is preferredProactive individuals who are detail oriented, comfortable serving as a project coordinator, and who will be a strong customer advocate are highly desired for this positionOverall industry knowledge and professional demeanor combined with knowledge of ICE Mortgage Servicing products and services is a mustStrong written and verbal communication skills and the ability to interact with senior management internally and externally are criticalThis position demands an individual who enjoys the challenge of working with large, complex and potentially demanding clients that expect high levels of service, professionalism and expertiseWillingness to travelIntercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.