JOB FAMILY DESCRIPTION

The Product Consultant III works on a Product Delivery team providing ongoing support to clients’ on Black Knight’s Correspondence Pro solution. Observes current state processes and application utilization and makes recommendations, both verbal and written, to clients and internal partners with regard to implementation, testing of new feat ures and functionalities, post-production support and other related opportunities. Serves as a liaison between the customer and the Product Team.

GENERAL DUTIES & RESPONSIBILITIES

• Compiles and analyzes customer data, and reports.
• Supports clients UAT testing of new features and functionality. Including triaging and defect remediation when necessary.
• Participates in the implementation process by attending project meetings and by supporting the implementation team with client questions and issues.
• 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.
• Markets Black Knight Professional Services, as well as represents other Black Knight products and services to our client base.
• 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.
• Supports a variety of tests using client data, such as user acceptance testing (UAT), in order to ensure client needs will be met.
• 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.
• May require travel up to 10%.
• 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
• Practical experience with Black Knight applications (Correspondence Pro and MSP) and loan servicing functionality strongly preferred
• Previous loan acquisition and implementation experience preferred

GENERAL KNOWLEDGE, SKILLS & ABILITIES

• Knowledge of financial and/or loan processing services technology, including systems, applications, practices, and emerging technologies with the ability to quickly become proficient with new technologies required
• Knowledge and experience with Black Knight products and software solutions (Correspondence Pro and MSP) strongly preferred
• Knowledge of and experience with the application of Agile values, principles, and practices including SAFe preferred
• Ability to design and manage solutions and technical business requirement documents by leveraging the appropriate tools and techniques
• Experience participating in various testing cycles to support effective deployments to UAT and production
• Strong client relationship management and customer service skills, understanding and focusing on clients’ needs, establishing credibility and building positive, professional, relationships with clients.
• Strong problem solving and analytical skills used to determine client business needs and requirements.
• Experience with Microsoft Office 365 a plus.
• 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.
• Must be able to function well as an independent contributor and as part of a team. Strong time management skills, attention to detail, and resourcefulness
• 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.

Although target pay range may vary by work location, a representative pay range is $81,120 – $110,240. Eligible to participate in medical, dental and vision insurance, life insurance and disability insurance, 401(k) plan and employee stock purchase plan. Eligible to participate in the discretionary annual performance bonus.

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.