Client Support Specialist (DDA)

Intercontinental Exchange Holdings, Inc.•Omaha, NE

13d

About The Position

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.

Requirements

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

Responsibilities

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