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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 for MSP products, services, platform technologies, and workflows. As a primary escalation point, this role ensures timely, accurate resolution of complex client issues and supports internal teams with advanced troubleshooting and issue analysis. The Specialist also contributes to team capability through coaching, ticket guidance (Salesforce and ADO), and 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

+ Independently resolve advanced technical and operational problems with minimal supervision

+ 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 escalated casework in accordance with departmental backlog and service 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

+ Serve as an escalation point for complex customer issues, providing advanced troubleshooting and guidance to Client Support team members

+ 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

Required Qualifications

+ Bachelor’s degree or an equivalent combination of education, training, or work experience

+ Expert knowledge of mortgage servicing and default industry terminology, with deep expertise in MSP Cash functions, including:

+ Corporate accounting and funds movement

+ Daily system balancing and bank reconciliation

+ Drafting (recurring and one-time), suspense management, and stop files

+ General ledger, interest accruals, curtailments, and escrow

+ Lockbox operations and third‑party vendor payment processing

+ 5+ years of experience in a product support role

+ Proficient with personal computers and various software systems (MS Word, Excel, PowerPoint, Salesforce, ServiceNow, Azure DevOps)

Professional Competencies

+ 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

Preferred Qualifications

+ Experience with ICE products, services, and capabilities

+ Mortgage servicing product experience (i.e., MSP, Fiserv, or similar systems)

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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.