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
