About this role
This client support role helps mortgage industry customers use ICE Mortgage Technology, focusing on initial and closing documents. The specialist resolves cases quickly, meets SLA targets, strives for first-call resolution, and documents every interaction in a CRM system.
Key Responsibilities
- Assist clients with ICE Mortgage Technology software solutions
- Resolve client problems in a timely manner with minimal assistance
- Maintain case backlog and drive SLA attainment
- Document client interactions accurately in a CRM system
- Identify defects/enhancements via closed-loop product feedback
Technical Overview
The technical scope centers on using ICE Mortgage Technology software tools and troubleshooting issues tied to the user interface, documents, and available tools. The role relies on knowledge base resources, structured case handling, and accurate CRM documentation rather than building or coding software.
Ideal Candidate
The ideal candidate has 3+ years of recent mortgage processing experience across funding, document drawing, shipping, or post-closing, along with experience using desktop loan origination software. They can resolve client issues quickly (with minimal assistance for most cases), document outcomes in a CRM system, and consistently meet SLA and first-call resolution expectations.
Must-Have Skills
3+ years of recent mortgage processingfundingdocument drawingshipping or post-closingExperience using desktop loan origination software applicationsUse knowledge basealong with all resources available to drive resolutionThoroughly and accurately document details of all client interactions in CRM systemDrive SLA attainmentStrive for first-call resolution
Tools & Platforms
Microsoft WordMicrosoft ExcelMicrosoft PowerPointCRM systemICE Mortgage Technology software solutionsknowledge base
Required Skills
mortgage processingfundingdocument drawingshippingpost-closingdesktop loan origination software applicationsMicrosoft WordMicrosoft ExcelMicrosoft PowerPointCRM systemknowledge base usageSLA attainmentfirst-call resolutioncase backlog management
Hard Skills
mortgage processingfundingdocument drawingshippingpost-closingdesktop loan origination software applicationsMicrosoft WordMicrosoft ExcelMicrosoft PowerPointCRM system (CRM system documentation in CRM)knowledge base usageSLA attainmentcase backlog managementdocument specialistinitial and closing document specialistproblem resolution with user interfacedocumentsand tools
Soft Skills
customer soft skillsmulti-taskingprofessional cooperative attitudeflexibilitystrong communication (written and spoken language)composure and professionalism under high-pressuredecision making based on available inputbalancing completeness of resolution and quality of serviceactive listeningteam-oriented collaboration
Keywords for Your Resume
Client Support SpecialistIndustry Client Support SpecialistICE Mortgage Technologyinitial and closing document specialistmortgage processingfundingdocument drawingshippingpost-closingdesktop loan origination software applicationsSLA attainmentfirst-call resolutioncase backlogCRM systemknowledge baseMicrosoft WordMicrosoft ExcelMicrosoft PowerPointcustomer interaction guidelinesproduct/enhancement closed loop processdefectsenhancementscommunication status updatessystemic customer-impacting problemsmultitasking
Deal Breakers
3+ years of recent mortgage processing, funding, document drawing, shipping or post-closing, Experience using desktop loan origination software applications, Ability to document client interactions accurately in a CRM system
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