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Selene Holdings is a multiple-lines business financial services firm that operates a mortgage servicing company, a loan diligence company, a title company, an insurance brokerage, and a real estate owned company. Founded in 2007, Selene strives to provide excellent client and borrower experiences.

The ICE Support Specialist provides customer support for the Mortgage Servicing platform and contributes to both immediate and longer-term initiatives across ICE-related systems. This role serves as a functional expert supporting ICE/MSP environments and related integrations, acting as a key resource for system functionality, issue resolution, and operational support. Given evolving project needs, this role may support various initiatives and will require flexibility to align with changing business priorities. This position is responsible for system support activities such as configuration, maintenance, releases/upgrades, job scheduling, and internal help desk services. The role operates independently, prioritizing work and managing multiple competing deadlines.

Essential Duties and Responsibilities

• 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.

Qualifications

• 5+ years of mortgage servicing experience (operations or system support).
• Hands-on experience with ICE/MSP or similar servicing systems.
• Experience in a system support or administration role.
• Demonstrated ability to manage and prioritize multiple tasks and deadlines.
• Demonstrated ability to work independently and take initiative.
• Strong verbal and written communication skills.

Preferred Qualifications

• Exposure to SDLC / PMLC / project lifecycle processes.
• Experience supporting projects in a fast-paced, evolving environment.
• Prior experience working across multiple functional teams or initiatives.

Key Competencies

• Strong attention to detail.
• Ability to multitask and consistently meet multiple deadlines.
• Strong verbal and written communication skills.
• Ability to work in a team environment.
• Strong customer-service orientation.
• Ability to use good judgment.
• Self-driven and proactive problem-solving mindset.

Why Selene?

Selene Finance LP is committed to the total wellbeing of its employees and offers one of the best benefits packages available in the industry today, which includes:

• 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

Benefits

The job requirements listed above are representative of the knowledge, skills, and abilities required. This job description is not an inclusive list of all duties and responsibilities of this position. Incumbents will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. Selene reserves the right to amend and change responsibilities to meet business and organizational needs.