Overview

Job Purpose

 

The Cash/Corporate Accounting Consultant role is focused on providing subject matter expertise on Mortgage and Consumer Servicing Cash and Corporate Accounting functions across the ICE Mortgage Technology Solutions. This position will be responsible for delivering adequate resolutions, in a timely manner, and consistently, to address clients’ questions and concerns with the user interface, documents, and tools available in the ICE Mortgage product. Initiative and participation in major incident bridges and efficient communication with clients. 

 

Responsibilities

Leverage mortgage industry experience to assist clients in the use of their ICE MT software solutions, specifically cash and corporate accounting within MSP and related products.Works individually or within a team on technology business consulting projects, serving as liaison between end-users and the information technology organization to meet specific client requirements.Expertly researches and documents client needs, technology, or regulations related to system design, enhancement that will impact multiple platforms and/or applications.Consults with clients regarding industry, company, technology best practices, including impacts to systems and procedures that may be integrated with MSP. Provides recommendations on best practices, processes, and changes in technology accordingly.Conducts a variety of tests such as system, integration, readiness, and acceptance tests. Conducts tests using client data to be certain client needs will be met.May play a key role in the training of client and technical support personnel on enhancements, new systems or procedures.Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned.Maintain Department StandardsStrive for first-call resolution, balancing completeness of resolution and quality of service.Maintain case backlogRecognize and respond accordingly to systemic customer-impacting problems.Participate in product/enhancement closed loop process by accurately identifying defects, enhancements, and communication status updates to the client.Understand and follow company and departmental guidelines and policies for customer interaction.Manage continuous inbound customer inquiries via multiple channels; prioritize and escalate based on recognized business impact; self-managed case backlog to acceptable levels.Effective use of knowledge base, along with all resources available to drive resolution.Thoroughly and accurately document details of all client interactions

 

Knowledge and Experience

In-depth knowledge of mortgage-and home-equity services industry and associated regulatory and compliance requirementsAwareness of system-development protocolMortgage servicing product experience (i.e. MSP) highly preferredFunctional knowledge in the following area(s) is required:Cashiering WorkstationCorporate Accounting/Cash ProcessingCash PayoffsSuspense ProcessingDrafting and LockboxInterest AccrualFinancial Accounting Standards Board (FASB)Daily BalancingCurtailments (Interest)Bank ReconciliationProven effectiveness in a role that requires multi-tasking and strong customer soft skillsDemonstrated ability to confidently deliver solutions and resolve issuesTeam-oriented, demonstrates a professional cooperative positive attitudeExhibits flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when neededExperience using Microsoft Word, Excel and PowerPointExhibit high regard for teamwork and collaborationMakes timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordinglyCommunicate effectively via written and spoken language; comprehends problems, urgency, and desired outcome in the absence of perfect information; shares information and ideas with others; conscientious listenerMaintain composure and professionalism under high-pressure conditions; open-minded; solicit feedbackAnalytical; proactive; creative problem solverBias for action; willingness to affect positive change; adaptable and committed to the success of our customersAct with integrity; demonstrate adaptability; execute consistently against job responsibilities

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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.