Customer Service Product Delivery Consultant

Intercontinental Exchange · Jacksonville

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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

• 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.
• Works individually or within a team on technology business consulting projects to meet specific client requirements.
• Serves as liaison between end-users and the information technology organization consultants during IT and technology consulting projects.
• Expertly researches and documents client needs, technology, or regulations related to system design, enhancement that will impact multiple platforms and/or applications.
• 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.
• 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.
• May play a key role in the training of client and technical support personnel on enhancements, new systems or procedures.

Knowledge and Experience

• A Bachelor's degree or the equivalent combination of education, training, or work experience.
• Prior Mortgage Servicing experience
• Mortgage servicing product experience (i.e. MSP) highly preferred
• Knowledge of ICE Customer Service application highly preferred
• Functional knowledge in the following area(s) may be required:
• • Payments
  • Escrow Analysis
  • Insurance, including:
    • PMI/MIP
    • Optional
    • Hazard
  • Taxes
  • Payoffs
  • Customer Service
  • Tracking, including:
    • Disaster
    • Task
    • Paid in Full
• Familiarity with ICE Mortgage products and services
• In-depth knowledge of mortgage services industry and associated regulatory and compliance requirements
• 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
• Project management skills, including the ability to estimate work effort for project sub-plans or small projects and ensure the project is successfully completed
• Is resourceful and proactive in gathering information and sharing ideas

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