Client Support Lead

Job Purpose

ICE Mortgage Technology is the premier provider of integrated technology, services, data and analytics that lenders and servicers look to first to help successfully manage the entire loan life cycle. Our deep understanding of regulatory and compliance issues complements the knowledge, technology and solutions we offer to help our clients achieve their business goals. ICE Mortgage Technology offers leading software systems; data and analytics offerings; and information solutions that facilitate and automate many of the business processes across the mortgage life cycle.

Documents business requirements and translates them into solutions for the information technology organization. Serves as a liaison between the client and the information technology organization from project inception through implementation in order to provide customer-centric solutions that solve business needs.

Responsibilities

• Analyzes operations to determine opportunities to automate processes and functions.
• Serves as a liaison between the mortgage and home equity servicing community and the application development organization to define business solutions and collaborate with development to define the technical solutions to meet user and business needs.
• Serves as an integral participant in the business process redesign and documentation for new or changing technology.
• Formulates, defines, and provides cost estimates for the business process redesign.
• Provides documentation for new technology or changes to existing technology to meet business and technical requirements.
• Researches business strategies and provide recommendations on best practices and changes in technology for mortgage and home equity servicing solutions.
• Negotiates agreements and commitments by facilitating communication between business and information technology from initial requirements to final implementation.
• Creates project artifacts as needed and conducts a variety of test cases to confirm the solution will meet the expectations of clients and stakeholders.
• Educates internal clients and the information technology organization on enhanced functionality and provides support as needed.
• Conducts data mapping and analysis, translating regulatory requirements into the ICE Mortgage Technology servicing system.
• Performs other related duties as assigned.
• Provide the front-line consultants with timely and accurate responses and solutions
• Consult and train in areas of expertise
• Provide input into and implement critical internal processes
• Responsible for internal and external client communications
• Represent Client Support on functional and product-related projects
• Matrix manages the product and functional team of front-line consultants
• Act as a functional escalation point for Client Support and negotiate effective solutions
• Identify and implement tools needed for Client Support to assume client support in a timely manner
• Maintain ownership and provide direction for problems through resolution
• Build effective relationships with third level support groups

Knowledge and Experience

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

• Prior Mortgage or Home Equity Servicing experience required
• Functional knowledge in the following area(s) required:
• Default
• Credit Bureau Reporting
• Loss Mitigation
• Experience working with Mortgage Servicing or Home Equity industry business process owners highly preferred
• ICE MSP , Loss Mitigation Solution or Mortgage/Home Equity Early-Stage Default i.e. Collections experience highly preferred
• Knowledge of ICE Mortgage Technology products, services and capabilities preferred
• Knowledge of the mortgage and home equity servicing industry environment and processes
• Excellent written and verbal communication skills with the ability to present technical and non-technical information to any audience
• Working knowledge of systems development life cycles such as Waterfall, Prototyping, Iterative, Agile, etc. preferred
• Ability to design solutions and technical requirements by leveraging the appropriate tools and techniques preferred
• Excellent organizational skills and ability to manage multiple deadlines
• Ability to organize requirements by features and user stories creating a backlog to be used throughout the project lifecycle preferred
• Ability to research ideas and present outcomes in a clear and concise manner
• Ability to influence others to gain consensus on the most effective solution
• Ability to provide excellent customer service to clients and stakeholders to ensure project success and client satisfaction
• Strong analytical skills
• Demonstrated team player with ability to drive projects to successful outcome
• Ability to quickly adapt to changing priorities

Schedule

This role offers work from home flexibility of one day per week.

This role requires participation in an ON-CALL Rotation schedule to be shared within the function.

Intercontinental Exchange, Inc. is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.