Senior Product Services Technical Consultant

Job Purpose

The Senior Product Services Technical Consultant is responsible for the configuration, creation, testing, deployment, and quality assurance of all custom forms accessible through ICE Mortgage Technology’s (IMT) Encompass Document Solution (EDS) service. The Senior Product Services Technical Consultant will work with partner project teams, including EDS Product, Technical Development, Publishing and Product Compliance resources and directly with clients and/or Investors, to define, scope project requirements and requests from concept through development and release.

Responsibilities

• Leverage mortgage industry/product development expertise to assist clients/investors in the use of the Ice Mortgage Technology software solutions
• Oversee, coordinate and manage all aspects of the form creation and update process for clients/investors
• Collaborate with clients/investors to resolve complex problems in a timely manner and assist to ensure business requirements are validated and escalated as required
• Work with internal teams to communicate and document project requirements and expectations effectively
• May supervise day to day work of junior level employees without formal management role.
• Participate in cross-functional meetings as an analytical or procedural expert representing their team.
• Manage projects in accordance with Doc Services workflow
  • Ensure project milestones are completed to achieve deliverables
  • Document all aspects of the project accurately and completely in CRM system
  • Record and maintain accurate timecard records as required
  • Conduct detailed QA and Production testing on all form development projects.
• Maintain Departmental Standards
  • Drive service level attainment
  • Maintain and promote consistent and professional behavior in all written and oral communications
  • Continual achievement of quality partner satisfaction standards
  • Understand and follow company and department policies, standards, and guidelines

Knowledge and Experience

• Five (5) years mortgage industry or product development and a bachelor’s degree or equivalent
• Project Management Experience
• Experience using desktop loan origination applications
• Effective presentation skills with the ability to adapt to various situations and levels of experience
• Effective pipeline management skills
• Strong written and oral communication skills with the ability to listen
• Exhibits flexibility and the aptitude to organize and manage shifting priorities effectively
• Analytical with the proven ability to recognize solutions and address accordingly
• Embraces teamwork and collaboration with a professional and proactive attitude
• Maintain composure and professionalism under high-pressure conditions; solicits feedback
• Bias for action; willingness to affect positive change; adaptable and committed to the success of our clients
• Experience using Microsoft Word, Excel, and PowerPoint

Required Competencies

• Collaborates – Builds partners working in collaboration to meet shared objectives gaining trust and support across the organization.  Cooperative; Fair; Trustworthy.
• Communicates Effectively - Develops and delivers, by written and oral communications, information which is clear, relevant, and audience-appropriate.  Listens attentively.   Adapts communication style to the audience and setting, whether in large or small groups, one-to-one or virtual.
• Customer Focus - Exhibits dedication and ownership to meet the expectations and requirements of the client.   Actions are considerate of client’s need and perception.  Builds and maintains functional and appropriate relationship that gains trust and earns the respect of the client.            
• Decision Quality - Makes sound, timely decisions toward agreed upon Organizational objectives, department/team processes and individual goals.  Consistently demonstrates good judgement by evaluating relevant factors and applying good practices and methodology to determine appropriate resolution.
• Directs Work – Provides appropriate training and guidance with consideration of the level of knowledge and proficiencies.  Intervenes as required to address problems that may hinder the ability to performed required functions.  Provides clear direction and accountability measurements.  Monitors progress by maintaining dialogue on progress and achievements.  
• Drives Results - Consistently achieves expected results, even under challenging   circumstances.  Persists in accomplishing objectives despite obstacles and setbacks.  Consistently meets or exceeds goals and encourages others by example to achieve their expected objectives and goals.
• Manages Ambiguity - Manages effectively and maintains the ability to remain productive even when situations and direction are uncertain or unclear.  Adapts positively and remains flexible when presented with changing circumstances and/or responsibilities. 
• Manages Complexity (Problem Solving/Analysis) - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.  Understands the appropriate sequence of questions to ask to accurately analyze issues.  Acquires data from multiple sources to ensure accuracy when determining resolutions to intricate problems.
• Nimble Learning - Actively learns through experimentation when confronting new problems, relying on both successes and failures to ascertain the appropriate resolution.  Learns concepts quickly and takes on the challenge of unfamiliar tasks.
• Persuades (Negotiating) – Develops compelling arguments using logic and supporting data to gain the support and commitment of others. Negotiates skillfully when positions are challenged to gain agreement without damaging relationships.
• Plans and Aligns -Organizes and prioritizes job requirements to achieve commitments that are aligned with organizational goals.  Breaks down objectives into appropriate initiatives and manageable actions to ensure success.
• Technical Savvy (Technical Aptitude) - Exhibits a willingness and desire to learn diverse, job-appropriate technologies and technical skills.  Capacity to understand technical concepts, processes, procedures, and tools.

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