Intercontinental Exchange

Runs exchanges, data and mortgage technology

Client Support Associate

Customer SupportConfirmed live in the last 24 hours

Full-timeProvo, UT, USANo salary listed

About the Job

Requirements

A high school diploma or GED is required.
One year of customer support or help desk experience, or mortgage servicing or origination experience, is required.
Excellent customer service skills are required.
Ability to apply knowledge from one situation to another to solve problems is required.
Ability to handle projects commensurate with job expectations is required.
Presentation, writing, organizational, analytical, and problem-solving skills are required.
Ability to establish and maintain effective working relationships internally and externally is required.
Excellent oral and written communication skills are required.
Flexibility, versatility, and dependability are required.
Ability to prioritize and manage work in a fast-paced, high-volume environment is required.

Responsibilities

Provide customer support by phone and email.
Review legal descriptions to establish property identity.
Research and gather information for tax issues, including delinquent tax lawsuits and delinquent or missing tax bills.
Investigate property value or property exemption discrepancies.
Research tax and fee discrepancies related to mortgage closings and title issues.
Keep abreast of changes in state property tax and fee laws.
Perform other related duties as assigned.
Provide subject-matter and product-area technical and business support to customers using ICE Mortgage Technology products, services, platform technologies, and workflows.
Deliver timely, consistent, and complete resolutions to customers' questions, concerns, and errors involving use of and interaction with the company's products and services.
Manage and drive resolution of escalated customer issues when deployed virtually, and assist support analysts with complex troubleshooting when needed.

Desired Qualifications

Real estate experience is preferred.

Job Description

The Client Support Associate acts as a subject-matter and product-area specialist to provide technical and business support to our customer base utilizing ICE Mortgage Technology products, services, platform technologies, and workflows. The Client Support Associate endeavors to deliver complete resolutions in a timely and consistent manner to address our customers’ questions, concerns, and errors encountered in their use of, and interaction with ICE Mortgage Technology product and services within their business. The Client Support Associate may be deployed virtually to manage and drive resolution of escalated customer issues and may be called upon to assist support analysts in complex troubleshooting efforts.

Products supported include: MLS, Paragon, Paragon Connect

Work Hours: 11:00 am to 8:00 pm ET OR 12:00 pm to 9:00 pm ET

Responsibilities

Performs customer support functions via phone and email
Reviews legal descriptions to establish identity of property
Researches and gathers information for tax issues, e.g., delinquent tax lawsuits, delinquent and/or missing tax bills
Investigates property value and/or property exemption discrepancies
Researches tax and fee discrepancies for mortgage closings, title issues
Keeps abreast of changes in state property tax/fee laws
Performs other related duties as assigned.

Knowledge and Experience

A high school diploma or GED is required for this role
Requires one (1) year customer support/help desk experience, mortgage servicing or origination experience
Real Estate experience preferred
Excellent customer service skills
Ability to apply knowledge from one situation to the next to solve problems
Ability to handle projects commensurate with job expectations
Requires excellent presentation, writing, organizational, analytical, and problem-solving skills
Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
Excellent oral and written communication skills
Flexibility, versatility, dependability
Ability to prioritize and manage work in fast paced high volume environment

#LI-SF1

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Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.

About the Company

Intercontinental Exchange

Runs exchanges, data and mortgage technology

Intercontinental Exchange runs financial marketplaces, clearing houses and data services for banks, investors and businesses that trade or finance assets. Its New York Stock Exchange lets companies raise capital and gives investors a place to buy and sell listed shares. ICE also sells market pricing and analytics, while its mortgage software supports lenders from loan applications through closing and servicing. Trading fees, listing fees and subscriptions pay for these services, and clearing houses manage the risk that one side of a trade fails to pay. Founded in 2000 to digitize energy trading, Intercontinental Exchange is headquartered in Atlanta, Georgia.

Company size: 10,001+
Company stage: IPO
Headquarters: Atlanta, GA
Founded: 2000

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