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ICE · 1 month ago

Escrow Client Support Specialist

US-FL-Jacksonville

Full-time

Onsite

Senior Level

Intercontinental Exchange, Inc. is seeking an Escrow Client Support Specialist who serves as a senior contributor with expertise in business processes. The role involves providing technical consulting on complex projects and acting as a liaison between clients and the IT organization to ensure client needs are met effectively.

E-CommerceFashionJewelryMarketplace

Responsibilities

Consults directly with clients regarding system requirements and performance related to business processes in the servicing environment; specifically regarding their use of the MSP and related products

Works individually or within a team on technology business consulting projects to meet specific client requirements

Serves as liaison between end-users and the information technology organization consultants during IT and technology consulting projects

Expertly researches and documents client needs, technology, or regulations related to system design, enhancement that will impact multiple platforms and/or applications

Analyzes industry, company, technology best practices, etc. Also analyzes system impacts to other systems and procedures. Provides recommendations on best practices, processes, and changes in technology accordingly

Conducts a variety of tests such as system, integration, readiness, and acceptance tests. Conducts tests using client data to be certain client needs will be met

May play a key role in the training of client and technical support personnel on enhancements, new systems or procedures

Qualification

Mortgage servicing experienceEscrow analysisCustomer serviceBusiness modelingQuality managementProject managementAnalytical skillsCommunicationProblem-solvingInterpersonal skillsNegotiation skillsConflict managementTime management

Required

A Bachelor's degree or the equivalent combination of education, training, or work experience

Prior Mortgage or Home Equity Servicing experience

In-depth knowledge of mortgage-and home-equity services industry and associated regulatory and compliance requirements

Knowledge of the tools, techniques and principles used in application development in objective-oriented development, or other relevant technology

Proficiency in business modeling and requirements definition disciplines

Proficiency in quality management methods, tools and technologies

Awareness of system-development protocol

Excellent customer service skills that build high levels of customer satisfaction for internal and external clients

Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors)

Willingly shares relevant knowledge and expertise to other resources

Excellent analytical, decision-making, problem-solving, interpersonal, team, negotiation, conflict management and time management skills

Ability to persuade and influence others on the best approach to take

Project management skills, including the ability to estimate work effort for project sub-plans or small projects and ensure the project is successfully completed

Is resourceful and proactive in gathering information and sharing ideas

Preferred

Mortgage servicing product experience (i.e. MSP, Fiserv, etc.) highly preferred

Familiarity with ICE Mortgage's products and services

Functional knowledge in the following area(s) may be required: Escrow Analysis, Insurance (including: PMI/MIP, Optional, Hazard), Taxes, Payoffs, Customer Service, Tracking (including: Disaster, Task, Paid in Full)