ICE Clear Europe Limited
Default Client Support Specialist II
ICE Clear Europe Limited, Jacksonville, Florida, United States, 32290
Overview
Job Purpose
The Default Client Support Specialist II serves as a subject-matter expert and product-area specialist, providing advanced support to our customer base on MSP products, services, platform technologies, and workflows. Acting as an escalation point, this role ensures timely and consistent resolution of complex issues, addressing customer questions, concerns, and errors related to their use of MSP. The Specialist will manage, resolve escalated cases, and frequently assist support teams with intricate troubleshooting. Responsibilities also include coaching support specialists on handling escalated interactions, investigating and guiding on Salesforce and ADO tickets, and delivering ongoing training for new hires and existing team members.
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.
Knowledge and Experience
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.
Experience with ICE products, services, and capabilities highly preferred
Mortgage servicing product experience (i.e., MSP, Fiserv, etc.) highly preferred
Proficient with personal computers and various software systems (MS Word, Excel, PowerPoint, Salesforce, ServiceNow, Azure DevOps)
#LI-SF1
Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.
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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.
Knowledge and Experience
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.
Experience with ICE products, services, and capabilities highly preferred
Mortgage servicing product experience (i.e., MSP, Fiserv, etc.) highly preferred
Proficient with personal computers and various software systems (MS Word, Excel, PowerPoint, Salesforce, ServiceNow, Azure DevOps)
#LI-SF1
Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.
#J-18808-Ljbffr