Overview

Job Purpose

The Help Desk Agent is responsible for answering all Member and non-Member inquiries received via phone, email, or fax. Help Desk Agents will have working knowledge of all MERS Systems and have an understanding of mortgage/legal related terminology as well as mortgage/legal documents. Help Desk Agents must be able to work in a fast paced environment and have strong communication and problem solving skills.

Responsibilities

• Answer Member and non-Member inquiries via phone, email, and fax

• Ability to work in all MERS Systems and databases.

• Track all inquiries in ticketing database

• Maintain production requirements as defined in the client's Service Level Agreement

• Maintain and follow all Standard Operating Procedures

• Identify and escalate situations requiring urgent attention

• Must stay current with all system information, changes and updates regarding Member information or MERS operations.

Knowledge and Experience

• Strong communication skills (written and oral)

• Ability to multi-task

• Ability to work in a fast paced environment

• Strong Computer/Technical Skills preferred

• Related experience in customer service environment

• Analytical with good problem solving skills

• Attention to detail

• Flexible

• Punctual

• Reliable and able to meet deadlines within Service Levels

• Strong organizational skills

• Must be able to work in a team environment and maintain a positive attitude

• Ability to mentor and train others

• Service Desk or Technical Help Desk experience preferred (2-4 years)

• Mortgage/Legal Industry knowledge preferred

• Some college preferred

• Experience in a corporate environment

Schedule

This role offers work from home flexibility of one day per week.

Intercontinental Exchange, Inc. is an Equal Opportunity and Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.

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Intercontinental Exchange is an Equal Opportunity Employer and is committed to diversity in its hiring and business practices.  All qualified candidates are encouraged to apply.