Job Purpose
The Industry Technical Support Agent acts as a Mortgage Industry specialist relevant to the use and application of ICE Mortgage Technology and services. The Industry Technical Support Agent delivers complete resolutions, in a timely manner, and consistently, to address clients’ questions and concerns with the user interface, documents, and tools available in the ICE Mortgage product.
Responsibilities
- Leverage mortgage industry experience to assist clients in the use of their ICE MT software solutions
- Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned.
- Maintain Department Standards
- Drive SLA attainment
- Strive for first-call resolution, balancing completeness of resolution and quality of service.
- Maintain case backlog
- Recognize and respond accordingly to systemic customer-impacting problems.
- Participate in product/enhancement closed loop process by accurately identifying defects, enhancements, and communication status updates to the client.
- Understand and follow company and departmental guidelines and policies for customer interaction.
- Manage continuous inbound customer enquires via multiple channels; prioritize and escalate based on recognized business impact; self-managed case backlog to acceptable levels.
- 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
- Three or more years recent mortgage processing, funding, document drawing, shipping or post-closing.
- Experience using desktop loan origination software applications.
- Proven effectiveness in a role that requires multi-tasking and strong customer soft-skills.
- Demonstrated ability to confidently deliver solutions and resolve issues.
- Team-oriented, demonstrates a professional cooperative attitude.
- Exhibits flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when needed.
- Experience using Microsoft Word, Excel and PowerPoint.
- Exhibit high regard for teamwork and collaboration.
- Makes timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordingly.
- Communicate effectively via written and spoken language; comprehends problems, urgency, and desired outcome in the absence of perfect information; shares information and ideas with others; conscientious listener.
- Maintain composure and professionalism under high-pressure conditions; open-minded; solicits feedback.
- Analytical; proactive; creative problem solver.
- Bias for action; willingness to affect positive change; adaptable and committed to the success of our customers.
- Act with integrity; demonstrate adaptability; execute consistently against job responsibilities.
