Job Description

Service Executives (SE) serve as the primary liaison and relationship manager for their assigned clients with the primary goals of providing client satisfaction, supporting clients’ business requirements, resolving issues, and mitigating escalations. They represent Client Support to clients and within ICE and provide direction and leadership to Frontline consultants on issues relating to their clients.

Each SE supports a different number of clients based on complexity, the number of ICE products the client utilizes, etc. They can range from supporting one to fifteen clients.

Responsibilities

Meet regularly with clients to provide updates and discuss monthly Support
Work collaboratively with Sales Account Director to manage client relationship
Coordinate support within ICE
Represent Client Support as an advocate for excellent support and service
Coordinate client conversations with internal groups regarding ticket escalation/concern, product support activity, ICE Experience, special projects, etc.
Conduct regularly scheduled client meetings to review monthly report package with customers including SLAs and open issues
Perform administrative responsibilities
Manage handoff of new clients from Implementations to Client Support

Knowledge And Experience

Bachelor’s degree is preferred
Mortgage Servicing knowledge is preferred.
5+ years of experience working within the mortgage industry, with at least three years of account relationship experience.
Proactive individuals who are detail oriented, comfortable serving as a project coordinator, and who will be a strong customer advocate are highly desired for this position.
Overall industry knowledge and professional demeanor combined with knowledge of ICE Mortgage Servicing products and services is a must.
Strong written and verbal communication skills and the ability to interact with senior management internally and externally are critical.
This position demands an individual who enjoys the challenge of working with large, complex and potentially demanding clients that expect high levels of service, professionalism and expertise.
Willingness to travel

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

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