JOB FAMILY DESCRIPTION

Completes various consulting engagements centered on mortgage servicing operational practices and implementation activities for the Black Knight Claims application. Observes current state processes and system utilization and makes recommendations, both verbal and written, to clients with regard to the implementation of data, best practice operat ional improvements, training needs, reengineered processes, system optimization and other related opportunities. Serves as a liaison between the customer, users, and consultants.

GENERAL DUTIES & RESPONSIBILITIES

• Compiles and analyzes customer data, and reports in preparation for on-site and/or virtual engagements.
• Prepares and delivers to clients a written report detailing information on observations, recommendations, work completed, pending work, and clients’ on-going responsibilities.
• Monitors the engagements’ progress after the on-site review addressing any subsequent issues arising, uncompleted tasks, and any problems disclosed in assigned functional areas.
• Monitors and reviews key client activities on a regular basis, making recommendations, both verbal and written, to clients with regard to the implementation of data, best practice operational improvements, training needs, reengineered processes, system optimization and other related opportunities.
• Develops professional and positive client relations designed to attract and promote new consulting and training business and foster an ongoing Black Knight relationship.
• Develops procedures, flowcharts and other consulting materials as required by the engagement assigned and devises and/or modifies
• processes and procedures to achieve greater efficiencies and to solve the most complex problems related to clients’ Black Knight products.
• Assists other Black Knight departments by providing professional and industry expertise as needed.
• Assist client with the creation and maintenance of test plans and test cases and post production support documents to ensure enhancements made to applications meet their needs and that application integrity is maintained.
• Supports a variety of tests using client data, such as system integration readiness and acceptance testing, in order to ensure client needs will be met.
• Identifies and documents requirements for configuration of system settings, workflow rules, user roles and workflow assignments for new products.
• Assist clients with implementing configuration changes identified during user acceptance testing and in production.
• Proactively reaches out to client to discuss upcoming product changes that may affect the client’s operations.
• May play a key role in the training of client and internal personnel on product enhancements, new systems, or procedures.
• Consults directly with the client and must be able to travel as much as 25% (typical range is 10% – 20%)
• Performs other related duties as required.

EDUCATIONAL GUIDELINES

Bachelor’s degree or the equivalent combination of education, training, or work experience.

ADDITIONAL EXPERIENCE REQUIREMENTS

• Prior Mortgage or Home Equity Servicing experience highly preferred
• Claims experience
• FHA Claim filing experience highly preferred
• Early/Late-Stage Default
• Investor
• MSP experience is a plus
• Previous consulting experience preferred
• Previous software implementation experience preferred

GENERAL KNOWLEDGE, SKILLS & ABILITIES

• Exceptional verbal and written communication skills. Ability to relate to and communicate effectively with all levels of client personnel, from the CEO to line level staff, in an organized and professional manner
• Exceptional interpersonal skills and a demonstrated ability to interact with both external and internal customers, establishing and maintaining effective working relationships
• Excellent problem solving and analysis skills. Resourceful and proactive in gathering information and sharing ideas.
• Strong knowledge of financial and/or loan processing services technology, including systems, applications, practices, and emerging technologies. Ability to quickly become proficient with new technologies
• Ability to utilize judgment in decision making process and decisions related to job tasks, including estimating work effort for project sub-plans or small projects to ensure the project is completed effectively and efficiently
• Client relationship management skills, understanding and focusing on clients’ needs, establishing credibility and building positive, professional, relationships with clients

Product Consultant III

Advanced professional role requiring high skill with extensive proficiency. Works independently with only administrative supervision and the ability to overcome major obstacles and recognize early when issues should be escalated or a senior peer needs to be consulted. Wide latitude for independent judgment and is expected to provide guidance and cross training to others. Has working knowledge of company products and services. Supports medium-complexity products and/or services and has an introductory knowledge of all Black Knight products and services offered to the assigned clients, customers, etc. Effectively communicates with all levels of technical and non-technical personnel. Consults with senior peers on complex processes to learn through experience. Typically requires seven (7) or more years of experience in a product support role, with a minimum of five (5) years of managerial level experience and/or Black Knight product experience preferred.

Black Knight is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, and protected veteran or military family status. Our employees’ diversity is our strength, and when we embrace our differences, it makes us better and brighter. Black Knight’s commitment to inclusion is at the core of who we are, and motivates us in how we do business each and every day.