Client Support Specialist II

Job Purpose

The Client Support Specialist II acts as a Mortgage Industry specialist relevant to the use and application of ICE Mortgage Technology and services. The Client Support Specialist II delivers complete resolutions, in a timely manner, and consistently, to address clients' questions and concerns with the user interface, documents, and tools available in the ICE Mortgage product.

Responsibilities

• Leverage mortgage industry experience to assist clients in the use of their ICE MT software solutions
• Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned.
• Maintain Department Standards
• Drive SLA attainment
• Strive for first-call resolution, balancing completeness of resolution and quality of service.
• Maintain case backlog
• Recognize and respond accordingly to systemic customer-impacting problems.
• Participate in product/enhancement closed loop process by accurately identifying defects, enhancements, and communication status updates to the client.
• Understand and follow company and departmental guidelines and policies for customer interaction.
• Manage continuous inbound customer enquires via multiple channels; prioritize and escalate based on recognized business impact; self-managed case backlog to acceptable levels.
• Effectively use knowledge base, along with all resources available to drive resolution.
• Thoroughly and accurately document details of all client interactions in CRM system

Knowledge and Experience

• 3+ years recent mortgage processing, funding, document drawing, shipping or post-closing.
• Experience using desktop loan origination software applications.
• 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 cooperative attitude.
• Exhibits flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when needed.
• Experience using Microsoft Word, Excel and PowerPoint.
• Exhibit high regard for teamwork and collaboration.
• 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.

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