Service Executive
Core
Primary liaison and relationship manager for assigned clients, providing client satisfaction, supporting business requirements, resolving issues, and mitigating escalations.
Role type
Senior IC client relationship manager
Builds
Client support relationships and service delivery for mortgage servicing clients
Domain
Financial services / Mortgage Servicing
Deliverable
client delivery
Required skills
client relationship management, issue resolution, escalation management, project coordination, stakeholder communication, SLA management, client reporting, handoff management
Preferred skills
mortgage industry knowledge, ICE Mortgage Servicing product knowledge, senior management interaction
Technologies
ICE Mortgage Servicing products
Responsibilities
Meet regularly with clients to provide updates and discuss monthly Support; Work collaboratively with Sales Account Director to manage client relationship; 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 SLAs and open issues; Manage handoff of new clients from Implementations to Client Support
Seniority
Senior, hands-on IC