Senior Customer Service Specialist

At MGIC, we take pride in knowing that what we do matters. As pioneers of private mortgage insurance, we help people achieve homeownership sooner - making affordable low-down-payment mortgages a reality. Our efforts have helped more than 14 million people get the keys to their own homes sooner than otherwise possible. Every position is critical to our company's success - from the analytical to the technical; from the innovative to the operational. The customer-facing roles to behind-the-scenes experts, we're all part of one team. We're an organization with a national footprint that's large enough to never lack for a new challenge, but small enough for an opportunity to make an impact and influence decisions. Come make a difference at MGIC.

Schedule: The position's standard hours are 8:30am - 5:00pm (cst). However, occasional shifts between 7:00am - 7:00pm (cst) may be required to ensure coverage.

Work Location: Home office candidates preferred, but remote candidates are encouraged to apply.

PURPOSE

React and respond with expertise in resolving a variety of business transaction issues, while building and maintaining relationships, through resolution for MGIC’s internal and external customers.
 

PRIMARY DUTIES AND RESPONSIBILITIES

The following statements describe the general nature of work performed by people assigned to this job, may not be performed by all individuals in this job, and are not a complete list of all job duties required.

• 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.

EXPERIENCE / BACKGROUND

• 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

REQUIREMENTS

• Flexibility to work hours to ensure appropriate coverage
• Passion for customer experience

Pay Range:

This range aligns with current market data and reflects our commitment to competitive and equitable compensation. Salary offers are based on factors such as experience, skills, education, and training. The range may vary in certain locations to reflect local market conditions. It is not typical to initiate pay at the top of the range to account for internal equity and allow for future and continued salary growth

Enjoy these benefits from day one:

• Competitive Salary & pay-for-performance bonus
• Financial Benefits (401k with company match, profit sharing, HSA, wellness program)
• On-site Fitness Center and classes (corporate office)
• Paid-time off and paid company holidays
• Business casual dress

For additional information about MGIC and to apply, please visit our website at www.mgic.com/careers.

Note to all recruitment agencies:
MGIC does not accept unsolicited agency resumes. Any unsolicited resumes sent to MGIC, directly or indirectly, will be considered MGIC property. MGIC is not responsible for any agency fees associated with unsolicited resumes. A recruiting agency must have a valid, written and fully executed agency agreement to assist with a requisition.