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Overview

Job Purpose

The 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 Cash 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

+ Expert knowledge of mortgage servicing and default industry terminology, all areas of Cash e.g., corporate accounting/funds movement, daily system balancing, drafting/one-time draft, suspense management, bank reconciliation, general ledger, interest accrual/on curtailments/on Escrow, stop file/lockbox, third-party vendor payment providers

+ 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

+ 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)

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Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.