Job Purpose

The Client Support Specialist I acts as a subject-matter expert and product specialist to provide technical and business support to our customer base utilizing ICE Mortgage Technology products, services, platform technologies, and workflows.  The Client Support Specialist I 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 ICE Mortgage Technology product and services within their business.

Products supported include:  Claims and Invoicing

 Responsibilities

• Develop and effectively apply learned technical and domain expertise to assist customers and team members in the intended and proper use of Ice Mortgage Technology software solutions. 
• Resolve problems reported by the customer in a timely manner with minimal assistance while maintaining a satisfactory level of customer satisfaction.
• Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates in accordance with departmental standards.
• Recognize systemic customer-impacting problems and respond appropriately per departmental procedure.
• 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.
• Drive 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

• 2 years equivalent mortgage servicing or technical support experience.
• Ability to manage own time to department and team standards and expectations.   
• An ability to demonstrate basic competency in software application problem diagnosis, troubleshooting, and resolution.
• Customer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Builds and maintains functional and appropriate relationships; Gains trust and garners the respect of the customer.
• Nimble Learning: Willingly and actively learns through experimentation and problem solving.  Curious; Learns concepts quickly; Seeks knowledge. Ability to learn and apply the use of department, job, and role specific policies, processes, procedures, and technologies.
• Technical Savvy: Exhibits a willingness and desire to learn diverse, job-appropriate technologies and technical skills.  Capacity to understand technical concepts, processes, procedures, and tools. An aptitude for technical problem solving, including the ability to learn and adopt new technical concepts, processes, and troubleshooting procedures.      
• Excellent customer service, organizational, analytical, and problem-solving skills
• Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
• Excellent oral and written communication skills
• Possesses an ability to manage own time to department and team standards and expectations.
• Ability to prioritize and manage work in fast paced high volume environment