Client Support Specialist (Tax & Fee Service)

Job Purpose

The Client Support Specialist acts as a support resource to our customer base utilizing ICE Mortgage Technology products, services, platform technologies, and workflows. The Client Support Specialist endeavors to deliver complete resolutions in a timely and consistent manner to address our customers' questions, concerns, and errors encountered in their use of, and interaction with IMT product and services within their business.

Responsibilities

• Research tax and fee discrepancies for mortgage closings and title issues.
• Apply technical and business expertise to assist customers with property tax and fee related services and software solutions.
• Resolve problems reported by the customer in a timely manner with minimal assistance for 85% of all cases assigned while maintaining a satisfactory level of customer satisfaction.
• Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate escalation rates in accordance with departmental standards.
• Understand and follow company and departmental guidelines and policies for customer interaction/customer service.
• Adopt and exhibit core behaviors toward teamwork and professionalism as defined by departmental standard.
• Manage customer interactions as set forth by department policy and procedure.
• Adhere to schedule as set forth by management.
• Manage case backlog to departmental standards.
• Document details of all customer interactions thoroughly and accurately in appropriate case management system.
• Address root cause of issues; make timely and sound decisions based on all available input; recognize problems and act accordingly.

Knowledge and Experience

• Minimum of 2+ years of mortgage servicing experience with a focus on property taxes.
• Minimum of 2+ years equivalent customer service, issue resolution or technical support experience preferred.
• Ability to manage own time to department and team standards and expectations.
• Proven effectiveness in a role that requires multi-tasking and strong customer soft skills.
• Demonstrated ability to confidently deliver solutions and resolve issues.
• Exhibit flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when needed.
• Experience using Microsoft Word, Teams.
• Effective communication skills via written and spoken language; ability to comprehend problems, urgency, and desired outcome in the absence of perfect information; shares information and ideas with others; conscientious listener.
• Ability to maintain composure and professionalism under high-pressure conditions; be open-minded; solicit feedback.
• Analytical; proactive; creative problem solver.
• Basic competency in software application problem diagnosis, troubleshooting, and resolution.

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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