Manager, Client Support

Work hours are 9:00 am to 6:00 pm Eastern time. Some weekend on call hours required.

Job Purpose

Serves as a senior contributor with expertise in particular business processes responsible for formulating systems scope and objectives relative to a client organization's business plan and industry requirements. Acts independently or as a member of a project team responsible for providing technical guidance concerning the business implications of the application of various systems. Provides technical consulting on complex projects.

Responsibilities

• Works directly with a client to identify and resolve operational issues, to solve problems or make decisions requiring technical expertise or specialized knowledge.
• Collaborates with the development team to prepare estimates of resources needed to complete activities and projects.
• Manages projects or project sub-plans by developing, coordinating and controlling the steps necessary to carry out a project within established time frame, quality and requirements.
• Investigates client needs, regulations, and technology to provide input into the design of a new system, system enhancements, or acquired software or hardware.
• Elicits and clearly defines client needs by assessing and documenting business opportunities, benefits, risks, and success factors of potential business solutions.
• Prepares and updates written material and explanations to accompany systems, programs, and program changes.
• Independently resolves errors and issues as they occur with minimum involvement and guidance from management.
• Performs other related duties as required.

Knowledge and Experience

• A bachelor's degree
• Four years relevant work experience or the equivalent combination of education, training, or work experience
• Familiarity with other ICE Servicing applications and integrations

Preferred Knowledge and Experience

• Strong experience in mortgage servicing and it's functional areas
• Proven technical aptitude
• Servicing technology experience
• In-depth knowledge of mortgage-and home-equity services industry and associated regulatory and compliance requirements
• Knowledge of the tools, techniques and principles used in application development
• Proficiency in business modeling and requirements definition disciplines
• Proficiency in quality management methods, tools and technologies
• Awareness of system-development protocol
• Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors)
• Willingly shares relevant knowledge and expertise to other resources
• Excellent analytical, decision-making, problem-solving, interpersonal, team, negotiation, conflict management and time management skills
• Ability to persuade and influence others on the best approach to take
• Is resourceful and proactive in gathering information and sharing ideas

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