Client Support Specialist II - Intercontinental Exchange Holdings, Inc.

Job Purpose

The Industry Client Support Specialist II acts as an Industry specialist relevant to the use and application of Ice Mortgage Technology products and services. The Industry Technical Support Agent delivers complete resolutions, in a timely manner, and consistently, to address clients’ questions and concerns with the user interface, documents, and tools available in the Ice Mortgage Technology product.

Responsibilities

• Leverage mortgage industry experience to assist clients in the use of their Ice Mortgage Technology software solutions.
• Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned.
• Maintain Team and Department Standards
• Drive SLA attainment
• Strive for first-call resolution, balancing completeness of resolution and quality of service.
• Maintain case backlog and Team case backlog
• Recognize and respond accordingly to systemic customer-impacting problems.
• Participate in product/enhancement closed loop process by accurately identifying defects, enhancements, and communication status updates to the client.
• Spin up Bridge calls/update Status Center
• Mentor frontline team members weekly
• Understand and follow company and departmental guidelines and policies for customer interaction.
• Manage continuous inbound customer enquires via multiple channels; prioritize and escalate based on recognized business impact; self-managed case backlog to acceptable levels.
• Effectively use knowledge base, along with all resources available to drive resolution.
• Thoroughly and accurately document details of all client interactions in CRM system
• Be scheduled for after hours on call rotation for the Docs team.
• Still take Calls/Chats/RC Cases when needed

Knowledge and Experience

• Three or more years recent mortgage processing, funding, document drawing, shipping or post-closing.
• Experience using desktop loan origination software applications.
• 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 cooperative attitude.
• Exhibits flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when needed.
• Experience using Microsoft Word, Excel and PowerPoint.
• Exhibit high regard for teamwork and collaboration.
• 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.