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 and 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 with 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.
• Document details of all customer interactions thoroughly and accurately in appropriate case management system.
• Address root cause of issues; make timely and sound decisions based on all available input; recognize problems and act accordingly.

Knowledge and Experience

• Minimum of 2+ years of mortgage servicing experience with a focus on property taxes.
• Minimum of 2+ years equivalent customer service, issue resolution or technical support experience preferred.
• 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.
• Exhibit flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when needed.
• Experience using Microsoft Word, Teams.
• Effective communication skills via written and spoken language; ability to comprehend problems, urgency, and desired outcome in the absence of perfect information; shares information and ideas with others; conscientious listener.
• Ability to maintain composure and professionalism under high-pressure conditions; be open-minded; solicit feedback.
• Analytical; proactive; creative problem solver.
• Basic competency in software application problem diagnosis, troubleshooting, and resolution.

#LI-SF1