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ICE · 2 days ago

Default Client Support Specialist II

US-FL-Jacksonville

Full-time

Onsite

Senior Level

5+ years exp

Intercontinental Exchange, Inc. is seeking a Default Client Support Specialist II who will serve as a subject-matter expert and product-area specialist. The role involves providing advanced support on MSP products, managing escalated cases, and coaching support specialists.

E-CommerceFashionJewelryMarketplace

Responsibilities

Leverage business expertise to assist client facing Client Support team members in the use of MSP, with primary focus on Default functions

Resolve problems in a timely manner with minimal assistance

Recognize and respond accordingly to systemic customer-impacting problems

Participate in the product defect/enhancement closed loop process by accurately identifying defects and enhancements, and communicating status updates to the client facing Client Support team members

Understand and follow company and departmental guidelines and policies for customer interaction

Manage case backlog to departmental standards

Effectively use knowledge base, along with all resources available to drive resolution

Collaborate with business partners across multiple business functions to identify and resolve operational issues, to solve problems or make decisions requiring business expertise or specialized knowledge

Assist in escalated customer issues

Assist support team members in complex troubleshooting efforts

Follow company policies for incident management, including participation in bridge calls, chats, and providing communications to client facing team members and leadership, as required

Partner with internal teams and management to draft and distribute client communications

This position requires participation in an on-call support rotation

Performs additional related duties as assigned

Qualification

Mortgage servicing knowledgeProduct support experienceSalesforce proficiencyServiceNow proficiencyAzure DevOps proficiencyCustomer soft skillsAnalytical skillsProblem-solving skillsTeam-oriented attitudeEffective communication

Required

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

5+ years of experience in a product support role

Proven effectiveness in a role that requires multi-tasking and strong customer soft skills

Demonstrated ability to confidently deliver solutions and resolve issues

Team-oriented, demonstrates a professional and cooperative attitude

Makes timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordingly

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 listener

Maintain composure and professionalism under high-pressure conditions; open-minded; solicits feedback

Analytical; proactive; creative problem solver

Bias for action; willingness to affect positive change; adaptable and committed to the success of our customers

Act with integrity; demonstrate adaptability; execute consistently against job responsibilities

Expert knowledge of mortgage servicing and default industry terminology, all areas of Default e.g., Collections and Workouts, Loss Mitigation, Credit Bureau Reporting, Default Activity Reporting for USDA, HUD, and GNMA

Proficient with personal computers and various software systems (MS Word, Excel, PowerPoint, Salesforce, ServiceNow, Azure DevOps)