Client Support Trainee Associate

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Job Description

Job Purpose
The Client Support Trainee Associate role at Intercontinental Exchange (ICE) offers a unique opportunity for recent graduates or individuals with limited professional experience to launch their careers in client support. This is a training-to-hire position with a required 6-month training contract, designed to provide hands-on experience and foundational skills for success on our Client Support team. Contract extensions may be considered based on performance and business needs.

We seek candidates who are motivated, eager to learn, and committed to professional growth throughout the training program.

Responsibilities
* Case Management: Monitor and manage the Email-to-Case queue, ensuring accurate template usage, timely updates, and thorough documentation of all interactions. Transfer cases to the appropriate team and maintain SLA compliance.
* Collaboration & Data Integrity: Work with internal teams to gather missing details, update cases, and scrubbing Personally Identifiable Information (PII).
* Escalation & Service Excellence: Identify urgent cases and escalate promptly while delivering professional, accurate, and timely support to internal stakeholders.
* Training & Development: Complete required training courses, participate in team training meetings and activities, and engage in self-development activities, including LinkedIn Learning and shadowing Client Support teams.
* Knowledge Building: Attend troubleshooting sessions, observe live client calls, and adhere to company policies and guidelines for client interaction.

Knowledge and Experience
* Bachelor's degree or equivalent.
* Strong written and verbal communication skills.
* Analytical, proactive, and creative problem-solving abilities.
* Quick learner with initiative for self-development.
* Team-oriented, flexible and adaptable, and able to multi-task and prioritize multiple priorities.
* Ability to thrive in a fast-paced environment while maintaining professionalism, integrity, strong interpersonal skills, adherence to company policies, and a client-focused mindset.
* Technical knowledge and/or mortgage industry experience.

Schedule
* Must be able to work the following evening shifts (5:30 PM - 2:30 AM, 7 PM - 4 AM, 8:30 PM - 5:30 AM IST), rotating monthly to support our U.S. internal clients.

What We Offer
This program is designed to help you build essential skills, gain industry knowledge, and prepare for a potential full-time role on our Client Support team. If you are passionate about learning and ready to take the first step in your career, we want to hear from you