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Overview

Job Purpose

The Help Desk Agent is responsible for answering all Member and non-Member inquiries received via phone, email, or fax. Help Desk Agents will have working knowledge of all MERS Systems and have an understanding of mortgage/legal related terminology as well as mortgage/legal documents. Help Desk Agents must be able to work in a fast-paced environment and have strong communication and problem-solving skills.

Hours: Must be able to work the hours of 10:00 am to 6:00 pm MST

Responsibilities

+ Answer Member and non-Member inquiries via phone, email, and fax

+ Ability to work in all MERS Systems and databases.

+ Track all inquiries in ticketing database

+ Maintain production requirements as defined in the client’s Service Level Agreement

+ Maintain and follow all Standard Operating Procedures

+ Identify and escalate situations requiring urgent attention

+ Must stay current with all system information, changes and updates regarding Member information or MERS operations.

Knowledge and Experience

+ 2+ years of Service Desk or Technical Help Desk experience, preferred

+ Mortgage/Legal Industry knowledge, preferred

+ Some college, preferred

+ Experience in a corporate environment

+ Strong communication skills (written and oral)

+ Ability to multi-task

+ Ability to work in a fast-paced environment

+ Strong Computer/Technical Skills preferred

+ Related experience in customer service environment

+ Analytical with good problem-solving skills

+ Attention to detail

+ Flexible

+ Punctual

+ Reliable and able to meet deadlines within Service Levels

+ Strong organizational skills

+ Must be able to work in a team environment and maintain a positive attitude

+ Ability to mentor and train others

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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.