ICE Support Specialist

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Selene Finance LP

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2007

💸 Finance

🏠 Real Estate

Finance • Real Estate

Selene Finance LP is a specialty loan servicer renowned for its outstanding performance in managing mortgage loans. The company offers a comprehensive range of services including loan servicing, diligence services, and custom title solutions. With a strong emphasis on customer service, Selene Finance provides tailored solutions to borrowers, ensuring high levels of satisfaction. It is an Equal Housing Lender operating in several U. S. states, providing resources and expertise in the mortgage industry.

📋 Description

• Provide Level 1 and Level 2 support for ICE/MSP and related servicing platforms • Support system administration, configuration, upgrades, and monitoring activities • Coordinate and manage help desk tickets and vendor support cases • Act as a subject matter resource for system functionality and integrations • Maintain lifecycle documentation for supported systems, including vendor relationships, configurations, and upgrades • Track vendor deliverables, SOWs, and implementation milestones • Monitor change management activities, releases, and enhancements • Coordinate UAT and QA efforts across environments • Maintain internal system and process documentation • Develop and enhance playbooks for system support and issue resolution • Review vendor documentation and identify company-specific impacts or updates • Support multiple concurrent initiatives and system-related projects • Collaborate with Product, Development, and Project Management teams • Assist with prioritization of system enhancements, defects, and functional improvements • Monitor system usage, volumes, and performance metrics • Support reporting and tracking of KPIs related to system effectiveness

🎯 Requirements

• 5+ years of mortgage servicing experience in operations or system support • Hands-on experience with ICE/MSP or similar servicing systems • Experience in a system support or administration role • Ability to manage and prioritize multiple tasks and deadlines • Ability to work independently and take initiative • Effective verbal and written communication skills • Exposure to SDLC / PMLC / project lifecycle processes preferred • Experience supporting projects in a fast-paced, evolving environment preferred • Prior experience working across multiple functional teams or initiatives preferred • Strong attention to detail • Ability to multitask and consistently meet multiple deadlines • Ability to work in a team environment • Strong customer-service orientation • Ability to use good judgment • Self-driven and proactive problem-solving mindset

🏖️ Benefits

• Paid Time Off (PTO) • Medical, Dental & Vision • Employee Assistance Program • Flexible Spending Account • Health Savings Account • Paid Holidays • Company paid Life Insurance • Matching 401(k) Plan