Client Operations Associate

Job Purpose

ICE Mortgage Technology seeks a motivated and client-focused professional to join its Client Operations organization in the role of Client Operations Associate. This position is an entry-level opportunity at the intersection of financial technology and client services.

Prior experience in the mortgage industry is not required; comprehensive training will be provided. Candidates are expected to demonstrate intellectual curiosity, strong communication skills, and a commitment to professional growth. The Client Operations Associate will develop proficiency across three core disciplines within the client-facing organization: Client Support, Product Delivery, and Implementations & Professional Services.

Responsibilities

• Client Support
  • Serve as a primary point of contact for clients utilizing ICE Mortgage Technology software solutions, responding to inquiries with professionalism and urgency
  • Troubleshoot and resolve client issues in a timely manner, leveraging available resources including knowledge bases and internal tools
  • Accurately document all client interactions and case details within the organizational CRM system (Salesforce)
  • Identify and escalate complex or systemic issues to appropriate internal teams, ensuring clear and timely communication with clients throughout the resolution process
  • Support first-call resolution objectives while maintaining high standards of service quality and client satisfaction
• Product Delivery
  • Support the coordination and delivery of product updates, enhancements, and releases to clients
  • Participate in the product defect and enhancement feedback process by accurately identifying issues and communicating resolution status to relevant stakeholders
  • Collaborate with cross-functional teams including Product, Engineering, and Account Management to ensure a consistent client experience throughout product changes
  • Assist in the preparation and distribution of client-facing communications, release documentation, and training materials
• Implementations & Professional Services
  • Support the onboarding and implementation of new clients onto ICE Mortgage Technology platforms
  • Assist project teams in coordinating client-facing activities, system configuration tasks, and project documentation
  • Guide clients through system setup, workflow configuration, and integration processes to facilitate a successful go-live experience
  • Contribute to process documentation, workflow mapping, and continuous improvement initiatives across client operations

Knowledge and Experience

• Bachelor’s degree in Business, Finance, Communications, Information Technology, Operations Management, or a related field
• No prior mortgage industry experience required; comprehensive onboarding and role-specific training will be provided
• Exceptional written and verbal communication skills, with the ability to convey information clearly and professionally to varied audiences
• Strong organizational skills with demonstrated ability to manage competing priorities and meet established deadlines
• Ability to work collaboratively across teams and adapt effectively in a fast-paced, dynamic environment
• Commitment to professional development and a strong interest in mortgage technology and client-facing operations

Technical and Preferred Skills

• Proficiency in Microsoft Office Suite, with particular emphasis on Excel
• Familiarity with data analysis or reporting tools such as Power BI, Tableau, SQL, or AI tools is preferred
• Demonstrated aptitude for technology and willingness to develop proficiency in mortgage-specific software platforms, including ICE’s MSP and Encompass solutions
• Analytical mindset with the ability to identify trends, diagnose problems, and formulate solutions
• Foundational knowledge of APIs, webhooks, or technical integration concepts is beneficial but not required