Selene Holdings is a multiple-lines business financial services firm with a mortgage servicing company, a loan diligence company, a title company, an insurance brokerage, and a real estate owned company. We have office locations in Dallas, TX, Jacksonville, FL, and Salt Lake City, UT. Founded in 2007 to address needs in the mortgage industry, Selene strives to provide amazing client and borrower experiences. A positive attitude coupled with proven creative thinking and actions are all attributes we seek in every one of our employees. If you want to make a difference, then Selene is the place for you!
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
To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned:
System & Platform Support
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
Operations & Lifecycle Management
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
Documentation & Process
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
Project & Cross-Functional Support
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
Data & Performance
Monitor system usage, volumes, and performance metrics
Support reporting and tracking of KPIs related to system effectiveness
Qualifications
To perform this job successfully, an individual must meet the following requirements:
Required Experience & Skills (Non-Negotiables)
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
Work independently and take initiative
Communicate effectively (verbal and written)
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?
Benefits
Selene Finance LP is committed to the total wellbeing of its employees and therefore 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
The job requirements listed above are representative of the knowledge, skills, and/or 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.
Privacy Policy - Selene (seleneadvantage.com)
Selene Holdings is a multiple-lines business financial services firm founded in 2007 to address needs in the mortgage industry. The company operates five business divisions: a mortgage servicing company, a loan diligence company, a title company, an insurance brokerage, and a real estate owned company. With office locations in Dallas, TX, Jacksonville, FL, and Salt Lake City, UT, Selene strives to provide amazing client and borrower experiences through a workforce that demonstrates positive attitudes and creative thinking.
