About this role
Customer Service Product Delivery Consultant
Job Description
Job Purpose
Serves as a 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
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Consults directly with clients regarding system requirements and performance related to business processes in the servicing environment; specifically regarding their use of the MSP and related products.
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Works individually or within a team on technology business consulting projects to meet specific client requirements.
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Serves as liaison between end-users and the information technology organization consultants during IT and technology consulting projects.
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Expertly researches and documents client needs, technology, or regulations related to system design, enhancement that will impact multiple platforms and/or applications.
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Analyzes industry, company, technology best practices, etc. Also analyzes system impacts to other systems and procedures. Provides recommendations on best practices, processes, and changes in technology accordingly.
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Conducts a variety of tests such as system, integration, readiness, and acceptance tests. Conducts tests using client data to be certain client needs will be met.
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May play a key role in the training of client and technical support personnel on enhancements, new systems or procedures.
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Knowledge and Experience
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A Bachelor's degree or the equivalent combination of education, training, or work experience.
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Prior Mortgage Servicing experience
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Mortgage servicing product experience (i.e. MSP) highly preferred
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Knowledge of ICE Customer Service application highly preferred
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Functional knowledge in the following area(s) may be required:
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Payments
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Escrow Analysis
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Insurance, including:
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PMI/MIP
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Optional
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Hazard
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Taxes
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Payoffs
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Customer Service
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Tracking, including:
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Disaster
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Task
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Paid in Full
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Familiarity with ICE Mortgage products and services
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In-depth knowledge of mortgage services industry and associated regulatory and compliance requirements
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Awareness of system-development protocol
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Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
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Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors)
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Willingly shares relevant knowledge and expertise to other resources
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Excellent analytical, decision-making, problem-solving, interpersonal, team, negotiation, conflict management and time management skills
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Ability to persuade and influence others on the best approach to take
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Project management skills, including the ability to estimate work effort for project sub-plans or small projects and ensure the project is successfully completed
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Is resourceful and proactive in gathering information and sharing ideas
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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.