Administrative Skills, Calendar Management, Communication Skills, Customer Relations, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support/Service, Detail Oriented, Leadership, Microsoft Exchange Server, Mortgage, Mortgage Servicing, Presentation/Verbal Skills, Problem Solving Skills, Product Support, Project/Program Coordination, Relationship Management, Sales, Sales Management, Service Level Agreement (SLA), Willing to Travel, Writing Skills
Job Purpose
Service Executives (SE) serve as the primary liaison and relationship manager for their assigned clients with the primary goals of providing client satisfaction, supporting clients’ business requirements, resolving issues, and mitigating escalations. They represent Client Support to clients and within Intercontinental Exchange (ICE) and provide direction and leadership to Frontline consultants on issues relating to their clients.
Each SE supports a different number of clients based on complexity, the number of ICE products the client utilizes, etc. They can range from supporting one to fifteen clients.
Responsibilities
- Meet regularly with clients to provide updates and discuss monthly Support
- Work collaboratively with Sales Account Director to manage client relationships
- Coordinate support within ICE
- Represent Client Support as an advocate for excellent support and service
- Coordinate client conversations with internal groups regarding ticket escalation/concern, product support activity, ICE Experience, special projects, etc.
- Conduct regularly scheduled client meetings to review monthly report package with customers including SLA’s and open issues
- Perform administrative responsibilities
- Manage handoff of new clients from Implementations to Client Support
Knowledge And Experience
- Bachelor’s degree is preferred
- 5+ years of experience working within the mortgage industry, with at least three years of account relationship experience
- Mortgage Servicing knowledge is preferred
- Proactive individuals who are detail oriented, comfortable serving as a project coordinator, and who will be a strong customer advocate are highly desired for this position
- Overall industry knowledge and professional demeanor combined with knowledge of ICE Mortgage Servicing products and services is a must
- Strong written and verbal communication skills and the ability to interact with senior management internally and externally are critical
- This position demands an individual who enjoys the challenge of working with large, complex and potentially demanding clients that expect high levels of service, professionalism and expertise
- Willingness to travel
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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.I
Intercontinental Exchange Holdings, Inc.