Client Support Specialist

Job Description

Responsibilities

Leverage technical expertise to assist clients in the use of their ICE Mortgage Technology software solutions

Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned

Drive service level attainment as per departmental standards

Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates

Recognize and respond accordingly to systemic customer-impacting problems

Participate in the product defect/enhancement closed loop process by accurately identifying defects and enhancements, and communicating status updates to the client

Understand and follow company and departmental guidelines and policies for customer interaction

Maintain and promote consistent behaviors and delivery across the team

Manage case backlog as per departmental standards

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’ technical support experience or 1 year experience and a Bachelor Degree or equivalent.

Understanding of Client/Server Architecture, Windows, VPN and network troubleshooting tools such as Telnet, Traceroute or Ping

An ability to analyze and decipher customer issues with processing, underwriting, closing and post-closing, and secondary marketing to include regulatory requirements, XML files, JSON files, system logs and investor guidelines

Experience with Splunk, Kibana or other log analyzer tools

Possesses job-relevant (Mortgage Banking Industry) and technical knowledge to a degree commensurate with the responsibilities of the role

Possesses ability to manage own time to department and team standards and expectations

An ability to demonstrate basic competency in the mortgage process and loan origination systems to the conceptual level. Preference for experience in using Encompass.

Collaborates

Partners and works collaboratively to meet shared objectives. Cooperative; Fair; Trustworthy

Communicates Effectively: Develops and delivers written and oral communications that are clear, instructive, and professional. This includes adapting communication style to the audience and setting. Delivers solutions with confidence.

Customer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Gains trust and garners the respect of the customer

Decision Quality

Makes sound, timely decisions. Consistently demonstrates good judgement and considers all relevant factors

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