Default Client Support Specialist II

Overview

Job Purpose

Serves as a team contributor with expertise in mortgage Default 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 research and document client needs, technology, or regulations related to system design or enhancements that will impact multiple platforms and/or applications
• Analyze system impacts on client environments and procedures and provides recommendations on best practices and changes in technology accordingly
• Assist 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
• Performs other related duties as assigned

Knowledge and Experience

• Bachelor's degree or the equivalent combination of education, training, or work experience
• 5+ years of mortgage industry experience
• 4+ years of analytical and/or technical consulting experience 
• Experience working in a technical client facing role 
• Experience with Intercontinental Exchange (ICE) products, services, and capabilities
• Prior Mortgage Servicing experience required
• Functional knowledge in the following area(s) is required:
• Default - Early stage default such as Loss Mitigation, Collections and Collection queue assignments, Delinquency Notices, Late Charges and Fees, Modifications, MI Delinquency Reporting, Property Inspections, Single Point of Contact
• Other areas - Default Activity Reporting, Bankruptcy, Foreclosure, Credit Bureau Reporting, REO, Year End Reporting for Default
• 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
• Resourceful and proactive in gathering information and sharing ideas

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