Overview

Responsibilities

Serve as the escalation point for complex Ops/Tech (EDI) Implementation and application issues.
Provide advanced troubleshooting and support to Client Support team members.
Resolve customer issues, identify root causes, and drive timely resolution.
Monitor and respond to customer-impacting system issues.
Manage escalated cases and ensure adherence to service standards.
Collaborate with Product, Development, Operations, Professional Services and Support teams to resolve issues and improve processes.
Conduct business impact analysis for product changes, enhancements, and operational initiatives.
Provide guidance on Ops/Tech (EDI) Implementation and application processes and best practices.
Support testing, validation, and implementation activities for product and client initiatives.
Identify opportunities for process improvement and operational efficiencies.
Coach and mentor team members and assist with onboarding and training.
Support business reviews, reporting, and customer communications.
Participate in incident management activities, including bridge calls and customer communications.
Participate in an on-call support rotation.
Perform additional related duties as assigned.

Knowledge and Experience

Bachelor's degree or equivalent combination of education and experience.
5+ years of experience in mortgage servicing, product support, operations, consulting, EDI implementations, or a related field.
Strong problem-solving, analytical, and customer service skills.
Ability to manage multiple priorities and work independently.
Experience collaborating with cross-functional teams.
Strong written and verbal communication skills.
Knowledge of ODDS Workstation, CICS Workstations, Controls & Audit System, Mercator translation, ConnectDirect(NDM), GoAnywhere, IP Print, FM MSP processing.
Demonstrates integrity, accountability, adaptability, and results-oriented performance.
Customer-focused with excellent communication and relationship-building skills.

Skills

Preferred Knowledge and Experience

Experience with ICE Mortgage Technology products and services.
Mortgage Servicing Platform (MSP) experience.
Deep knowledge of mortgage servicing Electronic Data Interchange (EDI) Implementation processes and application functions.
Strong leadership and mentoring abilities.
Ability to resolve complex issues and drive continuous improvement.

Learn more about this Employer on their Career Site

Lead Client Support Specialist - Ops/Tech (EDI)