Client Support Specialist (DDA)

Job Summary

This role focuses on resolving customer issues efficiently, maintaining high service standards, and ensuring accurate documentation. The position requires strong problem-solving skills, effective communication, and the ability to manage multiple priorities in a fast-paced environment. The ideal candidate proactively identifies systemic issues, contributes to product improvements, and consistently delivers professional, customer-focused support.

Key Responsibilities

1. Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned
2. Drive service level attainment to departmental standards
3. Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates
4. Recognize and respond accordingly to systemic customer-impacting problems
5. Participate in the product defect/enhancement closed loop process by accurately identifying defects and enhancements, and communicating status updates to the client
6. Understand and follow company and departmental guidelines and policies for customer interaction
7. Maintain and promote consistent behaviors and delivery across the team
8. Manage case backlog to departmental standards
9. Effectively use knowledge base, along with all resources available to drive resolution
10. Document all client interactions thoroughly in CRM system

Knowledge and Experience

• Underwriting experience is a plus
• Strong technical aptitude and/or willingness to learn
• Proven effectiveness in a role that requires multi-tasking and strong customer soft skills
• Demonstrated ability to confidently deliver solutions and resolve issues
• Team-oriented, demonstrates a professional and cooperative attitude
• Exhibits flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when needed
• Makes timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordingly
• Communicate effectively via written and spoken language; comprehends problems, urgency, and desired outcome in the absence of perfect information; shares information and ideas with others; conscientious listener
• Maintain composure and professionalism under high-pressure conditions; open-minded; solicits feedback
• Analytical; proactive; creative problem solver
• Bias for action; willingness to affect positive change; adaptable and committed to the success of our customers
• Acts with integrity; demonstrate adaptability; execute consistently against job responsibilities

Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.