Primary Responsibilities

• Serve as the escalation point for complex MSP Cash and Corporate Accounting issues.
• Provide advanced troubleshooting and support to Client Support team members.
• Resolve customer issues, identify root causes, and drive timely resolution.
• Monitor and respond to customer-impacting system issues.
• Manage escalated cases and ensure adherence to service standards.
• Collaborate with Product, Development, Operations, and Support teams to resolve issues and improve processes.
• Conduct business impact analysis for product changes, enhancements, and operational initiatives.
• Provide guidance on MSP Cash and Corporate Accounting processes and best practices.
• Support testing, validation, and implementation activities for product and client initiatives.
• Identify opportunities for process improvement and operational efficiencies.
• Coach and mentor team members and assist with onboarding and training.
• Support business reviews, reporting, and customer communications.
• Participate in incident management activities, including bridge calls and customer communications.
• Participate in an on-call support rotation.
• Perform additional related duties as assigned.

Required Qualifications & Experience

• Bachelor's degree or equivalent combination of education and experience
• 5+ years of experience in mortgage servicing, product support, operations, consulting, or a related field
• Strong problem-solving, analytical, and customer service skills
• Ability to manage multiple priorities and work independently
• Experience collaborating with cross-functional teams
• Strong written and verbal communication skills
• Experience with ICE Mortgage Technology products and services preferred
• MSP Mortgage Servicing Platform experience preferred
• Knowledge of payment service integrations, including Lockbox, AC, and Digital Banking

Knowledge & Skills

• • Corporate Accounting
  • Funds Movement & Daily Balancing
  • Draft Processing
  • Suspense Management
  • Bank Reconciliation & General Ledger Accounting
  • Interest Accruals & Curtailments
  • Escrow Administration
  • Lockbox Processing
  • Third-Party Payment Providers
  • Payment Services Integrations
  • Mortgage and Consumer Servicing Operations
  • Salesforce
  • ServiceNow
  • Azure DevOps (ADO)
  • Microsoft Office Suite

Success Factors

• Deep knowledge of mortgage servicing Cash and Corporate Accounting functions
• Strong leadership and mentoring abilities
• Ability to resolve complex issues and drive continuous improvement
• Customer-focused with excellent communication and relationship-building skills
• Demonstrates integrity, accountability, adaptability, and results-oriented performance

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