Position Details
About this role
The Client Support Specialist supports mortgage technology customers using ICE Mortgage Technology products and workflows. The role focuses on timely issue resolution, strong documentation, first-call resolution, and meeting service level expectations while handling inbound inquiries via chat and phone.
Key Responsibilities
- Support client inquiries via customer service and technical mortgage expertise
- Resolve 85% of cases with minimal assistance while maintaining customer satisfaction
- Drive service level attainment to departmental standards
- Provide first-call resolution with complete documentation and quality service
- Manage inbound inquiries via chat, call, and resource center; prioritize and escalate based on business impact
Technical Overview
This is a mortgage software support role centered on loan origination software application assistance. The specialist uses a knowledge base and departmental procedures to troubleshoot, identify defects or enhancements, escalate when needed, and manage case backlogs.
Ideal Candidate
The ideal candidate is a mid-level support professional with 3+ years of experience in customer service, technical support, or mortgage industry support using loan origination software applications. They can resolve client inquiries quickly with strong written and spoken communication, document interactions accurately, and maintain service level attainment and first-call resolution.
Must-Have Skills
Tools & Platforms
Required Skills
Hard Skills
Soft Skills
Industry & Role
Keywords for Your Resume
Deal Breakers
Must have 3+ years equivalent customer service, technical support, or mortgage industry experience using loan origination software applications
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