Business Support jobs in United States, Florida, Jacksonville

Responsibilities

• Support the efficient and effective use of ICE products within the client’s integrated environment.
• Requirements Gathering & Analysis: Collaborate with stakeholders to elicit, analyze, and document business requirements, ensuring alignment with organizational goals and client needs.
• Solution Design & Recommendation: Evaluate existing systems and processes to identify gaps and propose technology-driven solutions that enhance efficiency and effectiveness.
• Stakeholder Communication: Serve as a liaison between business units, clients, and technical teams, facilitating clear and consistent communication throughout the project lifecycle.
• Quality Assurance & Testing Support: Support project testing by creating test plans, validating test cases against business requirements, completing QA testing, and supporting user acceptance testing (UAT) to ensure solutions meet expected outcomes.
• Process Improvement: Analyze business workflows and recommend improvements using data insights, industry best practices, and ICE Mortgage Technology capabilities.
• Product & System Support: Provide ongoing support for ICE products, assisting clients in troubleshooting issues, optimizing usage, and implementing updates or enhancements.
• Documentation & Reporting: Create and maintain detailed documentation including business requirements, design documents, process flows, user guides, and status reports to support transparency and decision-making.
• Training & Knowledge Sharing: Conduct training sessions and workshops for clients and internal teams to ensure effective adoption of solutions and promote continuous learning.

Knowledge and Experience

• Minimum 3 years of MSP user experience
• Exceptional verbal and written communication skills. Ability to communicate effectively with all organization levels
• Familiarity with ICE Mortgage Technology products and services
• In-depth mortgage industry knowledge
• Excellent customer service skills that build high levels of customer satisfaction for internal and external clients.
• Excellent verbal and written communication skills when engaging with all levels of management (e.g. executives, managers, individual contributors)
• Prior training or test support experience preferred
• Ability to prioritize and manage work in a fast-paced environment with the ability to pivot seamlessly when required
• Ability to understand, appreciate and deliver premier service to high-profile clients.
• Demonstrates strong analytical thinking by thoroughly understanding problems before identifying and implementing effective solutions
• Strong MS Word, Excel, and PowerPoint skills
• May require some travel (about 5%)

Responsibilities

• Provide guidance on various client workflows to multiple internal ICE Data Services teams including development, data content, product, quant, and quality assurance.
• Assist in implementation and creation of new accounts and projects.
• Provide expert training and support to application users.
• Streamline current procedures to better serve end-customers.
• Perform analytical research in order to validate client reporting and strategy.
• Perform training/demos to prospective clients as well as other internal ICE Data Services teams.

Knowledge and Experience

• Bachelor’s Degree, preferably in Mathematics, Finance, Business, Economics or Computer Science.
• Work experience of 0-1 year acceptable.
• Excellent communication skills needed to effectively support clients over phone and email.
• Sufficient analytical skills needed to understand and interpret theoretical/mathematical calculations.
• Sufficient technical skills needed to troubleshoot the various products and platforms.
• Intermediate PC skills needed for assisting in software navigation, server management, and automation building.

Job Purpose

Serves as a senior contributor with expertise in particular business processes responsible for formulating systems scope and objectives relative to a client organization's business plan and industry requirements. Acts independently or as a member of a project team responsible for providing technical guidance concerning the business implications of the application of various systems. Provides technical consulting on complex projects.

Responsibilities

• Consults directly with clients regarding system requirements and performance related to business processes in the servicing environment; specifically regarding their use of the MSP and related products.
• Works individually or within a team on technology business consulting projects to meet specific client requirements.
• Serves as liaison between end-users and the information technology organization consultants during IT and technology consulting projects.
• Expertly researches and documents client needs, technology, or regulations related to system design, enhancement that will impact multiple platforms and/or applications.
• Analyzes industry, company, technology best practices, etc. Also analyzes system impacts to other systems and procedures. Provides recommendations on best practices, processes, and changes in technology accordingly.
• Conducts a variety of tests such as system, integration, readiness, and acceptance tests. Conducts tests using client data to be certain client needs will be met.
• May play a key role in the training of client and technical support personnel on enhancements, new systems or procedures.

Knowledge and Experience

• A Bachelor's degree or the equivalent combination of education, training, or work experience.
• Prior Mortgage Servicing experience
• Mortgage servicing product experience (i.e. MSP) highly preferred
• Functional knowledge in the following area(s) may be required:
• Escrow Analysis
• Insurance, including:
• PMI/MIP
• Optional
• Hazard
• Taxes
• Payoffs
• Customer Service
• Tracking,including:
• Disaster
• Task
• Paid in Full

• Familiarity with ICE Mortgage products and services
• In-depth knowledge of mortgage services industry and associated regulatory and compliance requirements
• Awareness of system-development protocol
• Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors)
• Willingly shares relevant knowledge and expertise to other resources
• Excellent analytical, decision-making, problem-solving, interpersonal, team, negotiation, conflict management and time management skills
• Ability to persuade and influence others on the best approach to take
• Project management skills, including the ability to estimate work effort for project sub-plans or small projects and ensure the project is successfully completed
• Is resourceful and proactive in gathering information and sharing ideas

Job Purpose

Products supported include: MLS, Paragon, Paragon Connect

Responsibilities

• Performs customer support functions via phone and email
• Reviews legal descriptions to establish identity of property
• Researches and gathers information for tax issues, e.g., delinquent tax lawsuits, delinquent and/or missing tax bills
• Investigates property value and/or property exemption discrepancies
• Researches tax and fee discrepancies for mortgage closings, title issues
• Keeps abreast of changes in state property tax/fee laws
• Performs other related duties as assigned.

Knowledge and Experience

• A high school diploma or GED is required for this role
• Requires one (1) year customer support/help desk experience, mortgage servicing or origination experience
• Real Estate experience preferred
• Excellent customer service skills
• Ability to apply knowledge from one situation to the next to solve problems
• Ability to handle projects commensurate with job expectations
• Requires excellent presentation, writing, 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
• Flexibility, versatility, dependability
• Ability to prioritize and manage work in fast paced high volume environment

Job Purpose

Products supported include: MLS, Paragon, Paragon Connect

Responsibilities

• Performs Client support functions via phone and email
• Reviews application settings in Paragon and works directly with the MLS Boards
• Performs other related duties as assigned.

Knowledge and Experience

• A high school diploma or GED is required for this role
• Requires one (1) year customer support/help desk experience, mortgage servicing or origination experience
• Real Estate experience preferred
• Excellent customer service skills
• Ability to apply knowledge from one situation to the next to solve problems
• Ability to handle projects commensurate with job expectations
• Requires excellent presentation, writing, 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
• Flexibility, versatility, dependability
• Ability to prioritize and manage work in fast paced high volume environment
• Possible travel to client sites up to 5%