Senior Customer Service Specialist

MGIC is a pioneer in private mortgage insurance, helping people achieve homeownership sooner. The Senior Customer Service Specialist will react and respond with expertise to resolve a variety of business transaction issues while building and maintaining relationships with both internal and external customers.

Responsibilities:

• Responds to a wide variety of inquiries and requests by way of phone, email, Teams and meeting representation from both internal co-workers/departments and external customers
• Acts as subject matter expert for business transaction problems through research and/or using precedents for resolution appropriate to situation
• Primary contact and support for multiple MGIC websites and products programs within MGIC.com
• Perform basic troubleshooting on integrations with our integrated loan origination systems (LOS)
• Responsible for setting up and maintaining credentials for MGIC online services and LOS systems to MGIC internal and external customers
• Establishes and maintains collaborative working relationships with customers and MGIC field co-workers.  Works with MGIC Sales team keeping them current on problems, special requests, sales leads, etc
• Uses various MGIC systems to solve customer problems and respond to inquiries. This includes databases, external websites, current processes and procedures with a thorough knowledge/understanding of MGIC’s Security Practices, Compliance Requirement, Underwriting and Servicing Guidelines and Accommodation Requirements.  Leverages a mixture of analysis, experience and judgement when making decisions to reconcile MGIC’s data to customers data, update pre and post policy/loan data, approving/denying reinstatements, and validating information/documentation for completeness and accuracy
• As a subject matter expert, proactively and reactively engages with customers, internal and external, on disclosure and premium issues, along with providing quality reviews for multiple departments
• Bringing together appropriate subject matter experts, managers, account managers, to ensure balanced resolution, escalating as needed
• Participates in workflow discussions and service issues. Identifies process improvements
• Must be familiar with MGIC technology to assist with problem resolutions for both internal and external customers
• Adhere to MGIC Confidentiality requirements, whether MGIC’s or respective customer requirements, when handling calls and emails
• Ensures problem solving techniques and actions are properly documented. Develops well-defined procedures for the solutions of unique and complex problems
• Job responsibilities require incumbents to be on the phone 75% of the time

Requirements:

• Strong accuracy and attention to detail
• Demonstrated ability to multi-task
• Strong analytical skills and ability to solve problems
• Conflict resolution
• Detail-oriented self-starter with strong time management and organizational abilities
• Confidentiality
• Adherence to MGIC Security Policy & Procedures and performed using multiple systems
• Ability to work in a fast-paced, ever-changing, multiple team environment
• Be an integral part of a team, including flexible work schedule when needed
• Superb customer interaction skills
• Experience with Microsoft Teams, Outlook, Microsoft Excel, Microsoft Word
• Continuous learning mindset
• Strong written and verbal communication skills
• Flexibility to work hours to ensure appropriate coverage
• Passion for customer experience