דרושים Client Support Specialist Surefire ב-Intercontinental Exchange - Ice ב-United Kingdom, South Somerset

Job Purpose

Serves as a team contributor with expertise in mortgage Special Loans and responsible for formulating systems scope and objectives relative to a client organization's business plan and industry requirements. Provides technical consulting on complex projects.

Responsibilities

• Serves as liaison between end-users and the information technology organization during consulting projects to meet specific client requirements
• Expertly researches and documents client needs, technology, or regulations related to system design or enhancements that will impact multiple platforms and/or applications
• Analyzes system impacts to client environments and procedures and provides recommendations on best practices and changes in technology accordingly
• Assists client in writing test plans and test cases to ensure enhancements made to applications meet client needs and that application integrity is maintained
• Conducts a variety of tests such as system, integration, readiness, and acceptance tests
• Consults directly with the client and may travel to the client site
• May play a key role in the training of client and technical support personnel on enhancements, new systems, or procedures
• May require travel
• Performs other related duties as assigned

Knowledge and Experience

• Bachelor's degree or the equivalent combination of education, training, or work experience
• Requires 4+ years of analytical and/or technical consulting experience
• Experience working in a technical client facing role
• 5+ years of mortgage industry experience
• Experience with ICE products, services, and capabilities
• Prior Mortgage or Home Equity Servicing experience required
• Functional knowledge in the following area(s) is required:
  • Special Loans – Adjustable-Rate Mortgages, Balloons, GPMs, Bi-Weekly, Daily Simple Interest, Buydowns, Step Rates, SCRA (Soldiers and Sailors), Interest-Only, Year-End Processing, Monthly Billing, Loan Boarding, New Loan Boarding, etc.
  • Consumer Loans – ELOCs, HELOCs, Collateral Loans, etc.
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization

Preferred Knowledge and Experience

• Knowledge of ICE Mortgage Technology products, services and capabilities
• Knowledge of the tools, techniques and principles used in application development in objective-oriented development, or other relevant technology
• Proficiency in quality management methods, tools, and technologies
• Awareness of system-development protocol
• Strong analytical skills
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors)
• 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
• Is resourceful and proactive in gathering information and sharing ideas

Responsibilities

• Develop and effectively apply learned technical and domain expertise to assist customers in the intended and proper use of Simplifile software solutions.
• Resolve technical problems reported by the customer to the agent in a timely manner with minimal assistance for 85% of all cases assigned at six-month’s tenure in the role while maintaining a satisfactory level of customer satisfaction.
• Support and drive service level attainment to departmental standards.
• Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates in accordance to departmental standards.
• Have awareness for, and develop recognition of 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.
• 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.
• Thoroughly and accurately document details of all customer interactions in appropriate case management system.

Knowledge and Experience

• 2+ years equivalent customer service or technical support experience.
• Possesses and ability to manage own time to department and team standards and expectations.
• Ability to Analyze and compare the conceptual and technical symptoms of a reported software problem to expected functionality and accurately identify the key differences, probable cause, and corrective course of action.
• An ability to demonstrate basic competency in software application problem diagnosis, troubleshooting, and resolution.
• Collaborates: Partners and works collaboratively to meet shared objectives. Cooperative; Fair; Trustworthy.
• Communicates Effectively: Develops and delivers, by written and oral communications, information which is clear, salient, and audience-appropriate. Listens attentively; Adapts communication style to the audience and setting; Communicates effectively in large and small groups, and one-to-one. Deliver salient information and complete solutions with confidence.
• Customer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Actions are considerate of customer need and perception; Builds and maintains functional and appropriate relationships; Gains trust and garners the respect of the customer.
• Decision Quality: Makes sound, timely decisions toward agreed upon personal, company, and departmental/team objectives and goals. Consistently demonstrates good judgement; Considers relevant factors; Applies good practices and methodology to decision making. Understands and appropriately balances and prioritizes work efforts to operational needs.
• Nimble Learning: Willingly and actively learns through experimentation and problem solving. Curious; Learns concepts quickly; Seeks knowledge.
• 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.

Preferred Knowledge and Experience

• Plan and self-manage work efforts to goals and department/team objectives.
• Possesses a basic understanding of business-to-business software applications utilized in complex multi-user environments that are both desktop application based and fully web-based.
• Drives Results: Is able to consistently demonstrate achievement of results toward goals and objectives. Persistent; Empowered; Promotes and appropriately encourages others to meet/exceed goals.
• Manages Ambiguity: Demonstrates an ability to remain productive and function effectively in the role when situations are uncertain, unclear, or where situational information is not complete. Adaptable; Flexible; Resilient.
• Manages Complexity: Obtains relevant diagnostic information and apply to issue analysis and resolution efforts. Possesses the capability, capacity, and patience to collect and consider complex, large quantities, and/or potentially contradictory information in the process of triage, problem analysis, and resolution.
• Critical thinking; Problem solving.

Job Purpose

The Client Education Services, Senior Trainer, delivers product training to ICE Mortgage Technology clients, partners, and employees. The Senior Trainer is responsible for training the Encompass administrator courses and staying current on all the new Encompass administration features. Additionally, the Senior Trainer may be required to learn new administration software within the ICE platform and then create and deliver the software training while achieving high levels of participant satisfaction. This will be a key role in ensuring that Encompass administrators have the background and knowledge to maintain optimal Encompass configurations.

Responsibilities

• Provide onsite and virtual training of ICE Mortgage Technology platform products
• Validate the participant’s comprehension of the material delivered and provide any follow-up communication
• Design and develop curriculum using appropriate instructional design methodology and development tools
• Write scenario and exercise scripts for real world demonstration of concepts
• Write scripts and record audio for videos and eLearning modules
• Maintain current expertise and knowledge of the mortgage industry and all ICE Mortgage Technology products with an advanced level of understanding
• Ensure adoption of ICE Mortgage Technology platform and services through efficient training programs
• Drive continuous improvement of training programs
• Identify issues or processes in need of improvement and work with leadership to develop solutions
• Manage and execute solutions to complex, ambiguous problems to meet functional objectives
• Assist team members in overall understanding of the ICE Mortgage Technology platform capabilities
• Mentor team members on delivery best practices
• Develop and drive special projects based on best practices

Knowledge and Experience

• 6+ years mortgage banking or banking experience or closely related financial services experience
• 3+ years Encompass administration experience
• Experience with at least one core programming language (preferably Visual Basic, .NET, or JavaScript)
• Experience training on the Encompass platform
• Basic understanding of various training methodologies
• Ability to solve problems independently and prioritize one’s own workload
• Proven ability to have a growth mindset with emphasis on strategy and optimal customer experience
• Excellent client management skills
• Must be able to travel within the US up to 15% of the time
• Bachelor’s degree from an accredited institution, or equivalent certifications and experience is required

Responsibilities

• Conduct routine partner and lender engagements to understand workflows and use of services
• Perform account reconciliations by gathering data and analyzing for any anomalies
• Review financial data, transactions, and processes to pinpoint areas of potential revenue leakage or loss
• Provide concise analysis and findings regarding compliance with agreements
• Collaborate with internal teams to remediate any findings and issue new or amended contracts
• Develop relationships with various internal stakeholders and external customers to promote and support the advancement of the Business & IP Management program
• Identify and implement process improvement enhancements across internal workflows
• Document and analyze use cases and associated systems/applications
• Responsible for ensuring the accuracy and consistency of data in internal systems and processes
• Participate in management initiatives and ad-hoc special projects

Knowledge and Experience

• Bachelor’s degree is required
• Experience extracting and analyzing large datasets using Excel and Tableau
• Advanced proficiency with MS Office Suite
• Excellent written and verbal communication skills
• 4+ years of data and licensing experience within a mortgage software provider and/or financial institution is preferred
• Proficiency in negotiating commercial agreements
• Familiarity with mortgage data and the loan underwriting process
• Relationship management experience a plus

Job Purpose

Provides in-depth product support to ICE Mortgage clients by resolving incoming inquiries through phone and e-mail communication. Administers the necessary requirements to resolve and maintain client accounts and ensures that the quality and utilization of ICE software products satisfies client needs. Collaborates with Operations, Sales, and Product Management teams to ensure client satisfaction and company initiatives are met.

Responsibilities

• Maintains and fosters the relationship between the clients and ICE by ensuring client satisfaction, maintaining client communication and problem resolution
• Effectively manages and responds promptly to a high volume of incoming support tickets
• Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters
• Troubleshoots problems with software applications and recommends corrective action
• Directs requests, concerns, and unresolved issues to the designated internal resource for resolution when appropriate
• Develops product expertise with desire to share knowledge with internal teams and customers by contributing to training resources and best practices
• Manages all aspects of customer support tickets, diagnosing issues and seeing problems through to resolution while providing enterprise level support to our customers via phone, web, and email and other support channels as required
• Documents customer information and recurring technical issues to support product quality programs and product development
• Recreates client issues in test environment, identifies/documents how applications and systems interact to support business processes
• Performs other related duties as assigned

Knowledge and Experience

• High school diploma or GED
• Requires 1-3+ years of product and/or application support, customer-facing experience in a call center, or other relevant work experience

Preferred Knowledge and Experience

• Related technical certification
• Hands-on experience working with help desk systems such as Salesforce and relevant computer applications
• Knowledge of ICE’s products, services, and capabilities
• Mortgage industry and CRM Administration experience
• Experience in troubleshooting and triaging software applications
• UAT or other application testing experience
• Experience working in a client-facing role
• Strong phone contact handling skills and active listening
• Ability to multi-task, prioritize and manage time effectively
• Strong analytical and problem-solving skills
• Excellent oral and written communication skills
• Strong documentation skills

Job Purpose

Index Solution Specialist, USA will drive adoption and growth of the IDI services. The role entails developing client demand for the Index Services across the USA. The Specialist will act in partnership with global and regional internal stakeholders (e.g. Sales and Relationship Management, Index Product, Commercial and Marketing) from ICE Data Services and externally with clients, prospects and partners to drive growth in the IDI Services.

Responsibilities

• Manage a large book of business and seek out new logos
• Be the face of ICE Data Services for Index business by regularly engaging with clients & prospects;
• Work closely with the other sales and relationship management teams to grow business and develop cross selling opportunities for other ICE services;
• Be a subject matter expert in all aspects of Index data, Index product licenses, index creation, Index use and process flow (i.e. the eco-system of index use);
• Contribute strongly to team and personal sales quota
• Contribute to new product development ideas and regional strategy for IDI Indices;
• Identify competitive threats that could cause potential risk to our index business;
• Will need to travel across the region on a regular basis.

Knowledge and Experience

• University Degree in a Financial Discipline or equivalent experience;
• 5+ years in index sales or sales role within either an Index Provider, Investment Bank, Funds Management company or Market Data Vendor;
• Understand the use of indices in benchmarking and investment strategy within buyside and sellside communities;
• Solid technical understanding of all Index products, especially Fixed Income products

Key Skills

• Developing productive relationships with existing clients
• Uncovering opportunities for new revenue
• Developing and managing sales pipeline
• Maintaining good salesforce habits
• Collaborating closely with colleagues and internal stakeholders;
• Working on multiple client engagements simultaneously;
• Excellent listening, written, communication and presentation skills;
• Strong team player with ability to work independently where required
• PC skills to include salesforce, working knowledge of MS Windows Office suite

Responsibilities

• Provide exceptional overall client experience to clients using time-sensitive, mission critical applications.
• Research, diagnose and respond to client inquiries in an expeditious, thorough and professional manner. This includes both reactive as well as proactive customer support.
• Thoroughly diagnose technical problems and communicate solutions to customers.
• Demonstrate a strong sense of ownership for customer issues, show empathy, and keep the customer informed on the status of all open requests.
• Gain a deep understanding of ICE Data Services market data products, architecture, and customer base.
• Work closely with product, development, and QA to serve as the voice of the customer internally and drive resolution of issues.
• Identify trends to address with the client or internally to improve client experience and workflow
• Strong aptitude to troubleshoot and solve problems.
• Strong customer facing communication skills (written and verbal).
• Ability to multitask and pay attention to details

Knowledge and Experience

• Bachelor’s degree
• 3+ years of experience in a client facing role is desirable although a strong candidate with lesser experience will be considered
• Client service excellence, with a focus on being helpful, reliable, responsive, proactive, friendly, and professional
• Strong customer facing communication skills
• Strong aptitude to troubleshoot and solve problems
• Understanding of networks and a thorough understanding of core computing concepts (CPU’s, memory, I/O, etc.)
• Knowledge of Unix, Unix power tools, Unix scripting (proficiency of 7+ on a scale of 10) is desirable
• Exposure to front office trading/market data environments, ideally in a client/business facing role is desirable
• Knowledge of financial markets and associated terminology is beneficial