Lead Client Support Specialist - Ops/Tech (EDI)

Overview

Responsibilities

• Serve as the escalation point for complex Ops/Tech (EDI) Implementation and application 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, Professional Services and Support teams to resolve issues and improve processes.
• Conduct business impact analysis for product changes, enhancements, and operational initiatives.
• Provide guidance on Ops/Tech (EDI) Implementation and application 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.

Knowledge and Experience

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years of experience in mortgage servicing, product support, operations, consulting, EDI implementations, 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.
• Knowledge of ODDS Workstation, CICS Workstations, Controls & Audit System, Mercator translation, ConnectDirect(NDM), GoAnywhere, IP Print, FM MSP processing.
• Demonstrates integrity, accountability, adaptability, and results-oriented performance.
• Customer-focused with excellent communication and relationship-building skills.

Skills

• Electronic Data Interchange (EDI) Implementation
• Systems Integration
• Data Mapping and Validation
• File Transmission Protocols (SFTP, API, FTP, NDM, GoAnywhere)
• Exception Management
• Reconciliation and Data Integrity Controls
• Application Services Integrations
• Mortgage and Consumer Servicing Operations
• Salesforce
• ServiceNow
• Azure DevOps (ADO)
• Microsoft Office Suite

Preferred Knowledge and Experience

• Experience with ICE Mortgage Technology products and services.
• Mortgage Servicing Platform (MSP) experience.
• Deep knowledge of mortgage servicing Electronic Data Interchange (EDI) Implementation processes and application functions.
• Strong leadership and mentoring abilities.
• Ability to resolve complex issues and drive continuous improvement.