Responsibilities:

Act as a subject-matter and product-area specialist to provide technical and business support to customers using ICE Mortgage Technology products, services, platforms, and workflows.
Deliver timely and consistent resolutions to customer questions, concerns, and errors encountered while using ICE Mortgage Technology products.
Support complex troubleshooting efforts and assist support analysts as needed.
Products supported include: Director, Passport, Bulk Data Extract (BDE), Actionable Intelligence Platform (AIP), Navigator, Portal, Loan Boarding, Single Sign-On (SSO).
Apply technical and domain expertise to assist customers and team members in proper use of software solutions.
Resolve complex customer problems with minimal assistance while maintaining high customer satisfaction levels.
Strive for first-call resolution, balancing completeness of solution and quality of service while following technical escalation procedures.
Identify systemic customer-impacting issues and respond according to departmental procedures.
Follow company and departmental guidelines for customer interaction and service standards.
Exhibit teamwork and professionalism as defined by departmental standards.
Manage customer interactions, case backlog, and documentation in the case management system.
Mentor and assist team members in understanding systems, policies, and procedures.
Adhere to schedule and departmental service level standards.

Knowledge and Experience:

5+ years mortgage servicing experience preferred.
Strong time management skills to meet department and team expectations.
Job-relevant domain knowledge of the mortgage banking industry and technical expertise in ICE Mortgage Technology products.
Customer-focused with ability to build trust and maintain strong functional relationships.
Results-driven with ability to achieve goals, encourage peers, and promote accountability.
Skilled in managing complexity by analyzing large and potentially contradictory information to resolve issues.
Demonstrated problem-solving, critical thinking, and troubleshooting skills.
Willingness to learn and apply new technical concepts, processes, and tools.
Ability to quickly learn department-specific policies, processes, procedures, and technologies.

Product Manager

Assistant Manager- Retail Product Management