Manager, Client Support

Job Purpose

ICE Mortgage Technology is looking for a dynamic Client Support Manager to join our fast-growing team. This position is a key leadership role in our customer support team focused on providing a high level of business and technical support and customer services to ICE Mortgage Technology clients. Troubleshooting client inquiries where required and working closely with all internal teams and stakeholders until resolution.

The ideal candidate will have a mix of strong business and technical skills and mortgage industry experience and a background or interest in the financial markets and managing a team of people. Key responsibilities include working with internal partners and our client support teams on a wide variety of tasks critical to supporting our customers.

Responsibilities

• Provide exceptional overall experience for clients using time-sensitive, mission critical data and applications. Including educating client support teams on information technology issues/services and regulatory changes impacting the supported applications
• Teambuilding - Growing and retaining a staff of highly skilled professionals and creating an environment that fosters their growth and development
• Personnel Management - Working closely with senior management, participate in employee performance reviews, staffing and retention, as well as scheduling and managing the team
• Provide operational support to client support teams by assisting in key workflows and initiatives
• Provide case status updates to management, the client support team and internal partners, as well as mitigate future recurrences through post-mortem analysis
• Ensure up to date documentation of policies, procedures, and work processes periodically. Implement standard operating procedures and customer service guidelines
• Escalate issues with internal groups to resolve issue with urgency, when applicable. Establish and maintain effective relationships with counterparts in assigned areas
• Handle internal and external inquiries in a professional manner with attention to detail, timeliness, and consistency
• Thoroughly diagnose business and technical problems and communicate solutions to the team
• Provide backup assistance to peers when needed. Flexibility to expand and take on additional responsibilities or tasks as business needs dictate
• Provide on call support as required

Knowledge and Experience

• Bachelor's degree with 5+ years relevant work experience
• Must be self-directed and able to work within a team environment
• Strong organizational and time management skills. Capable of prioritizing multiple tasks, working effectively with little or no direction
• Formal meeting organization and facilitation skills
• Minimum of 5 years' experience in technology with at least 2 - 3 years of client support experience
• Ability to work in a fast-paced environment and meet daily deadlines
• Strong analytical and problem-solving skills with attention to detail and follow-up. Advanced analytical skills and ability to perform system analysis
• Ability to effectively communicate, collaborate and build relationships with peers, co-workers, and management personnel from different countries and diverse backgrounds, both written and verbal
• Working knowledge of at least one of Salesforce, ServiceNow, MS Office
• Knowledge of mortgage servicing and default industry terminology
• Prior Mortgage or Home Equity Servicing experience
• Mortgage servicing product experience (i.e., MSP, Fiserv, etc.) highly preferred
• In-depth knowledge of mortgage-and home-equity services industry and associated regulatory and compliance requirements highly preferred

#LI-SF1