Client Support Associate (MLS), Florida

Overview:
Job Purpose 

The Client Support Associate acts as a subject-matter and product-area specialist to provide technical and business support to our customer base utilizing ICE Mortgage Technology products, services, platform technologies, and workflows.  The Client Support Associate endeavors to deliver complete resolutions in a timely and consistent manner to address our customers’ questions, concerns, and errors encountered in their use of, and interaction with ICE Mortgage Technology product and services within their business.  The Client Support Associate may be deployed virtually to manage and drive resolution of escalated customer issues and may be called upon to assist support analysts in complex troubleshooting efforts.

 

Products supported include: MLS, Paragon, Paragon Connect

 

Responsibilities

Performs customer support functions via phone and email

Reviews legal descriptions to establish identity of property

Researches and gathers information for tax issues, e.g., delinquent tax lawsuits, delinquent and/or missing tax bills

Investigates property value and/or property exemption discrepancies

Researches tax and fee discrepancies for mortgage closings, title issues

Keeps abreast of changes in state property tax/fee laws

Performs other related duties as assigned.

Knowledge and Experience

A high school diploma or GED is required for this role

Requires one (1) year customer support/help desk experience, mortgage servicing or origination experience

Real Estate experience preferred

Excellent customer service skills

Ability to apply knowledge from one situation to the next to solve problems

Ability to handle projects commensurate with job expectations

Requires excellent presentation, writing, organizational, analytical, and problem-solving skills

Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally

Excellent oral and written communication skills

Flexibility, versatility, dependability

Ability to prioritize and manage work in fast paced high-volume environment

#LI-MA2

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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.