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.
