Special Loans Client Support Specialist II

Job Purpose

Serves as a team contributor with expertise in mortgage Special Loans 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.

Work hours are 9:00 am to 6:00 pm Eastern time

Responsibilities

• Serves as liaison between end-users and the information technology organization during consulting projects to meet specific client requirements
• Expertly researches and documents client needs, technology, or regulations related to system design or enhancements that will impact multiple platforms and/or applications
• Analyzes system impacts to client environments and procedures and provides recommendations on best practices and changes in technology accordingly
• Assists 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
• May require travel
• Performs other related duties as assigned

Knowledge and Experience

• Bachelor's degree or the equivalent combination of education, training, or work experience
• Requires 4+ years of analytical and/or technical consulting experience
• Experience working in a technical client facing role
• 5+ years of mortgage industry experience
• Experience with ICE products, services, and capabilities
• Prior Mortgage or Home Equity Servicing experience required
• Functional knowledge in the following area(s) is required:
  • Special Loans - Adjustable-Rate Mortgages, Balloons, GPMs, Bi-Weekly, Daily Simple Interest, Buydowns, Step Rates, SCRA (Soldiers and Sailors), Interest-Only, Year-End Processing, Monthly Billing, Loan Boarding, New Loan Boarding, etc.
  • Consumer Loans - ELOCs, HELOCs, Collateral Loans, etc.
• 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
• Is resourceful and proactive in gathering information and sharing ideas

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