Client Support Specialist

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, 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 to 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
• Thoroughly and accurately document details of all customer interactions in appropriate case management system

Knowledge and Experience

• Minimum of 2+ years of mortgage origination/title company experience or servicing experience with an emphasis on taxes
• Minimum of 2+ years equivalent customer service, issue resolution or technical support experience preferred
• Ability to demonstrate basic competency in software application problem diagnosis, troubleshooting, researching and resolution
• Technical aptitude
• 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
• Team-oriented, demonstrates a professional cooperative positive attitude
• Exhibit flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when needed
• Experience using Microsoft Word, Teams
• Exhibit high regard for teamwork and collaboration
• Make 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; solicit feedback
• Detail oriented, 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