Manager, Customer Interaction

Why work at MGIC?

Are you someone who wants to play a critical role in our company’s success? Do you enjoy solving puzzles and finding a better way to get things done? Are you someone who likes to Take The Lead and make an impact? If so, then imagine yourself at MGIC. At MGIC we are a team of dedicated professionals on a fearless mission. A team that fosters a culture of career development and continuous learning opportunities to help you rise to new heights. We are passionate about providing outstanding customer service and making a difference in our community. #WeAreMGIC

PURPOSE

Manages and directs all operations of a large staff comprised of on-site, field based and remote teams who interact directly with customers in a high volume and dynamic environment. The customer interaction team provides customer service and related activities ensuring an accurate and timely resolution of customer requests. 

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.

Management/Leadership

• Manages and develops team manager/leads responsible for a team of co-workers with a diversity of skills and experience levels.  Provides work direction and monitors overall productivity and work quality. Ensures staff is knowledgeable and cross-trained, encourages self-development, and promotes team participation. 
• Leverages coaching strategies to foster employee career growth and monitors learning development goals for each team member.
• Responsible for working with the team manager/leads in the selection, performance evaluation, and salary administration of co-workers.
• Manages, leads, and supports others through the process of change both within the team and throughout the organization to achieve results related to MGIC’s corporate strategy.
• Manages the operational and fiscal activities of the department including: staffing levels, budgets, operational controls and processes, and financial goals.
• Analyzes business processes and issues. Working closely with team manager/leads, manages departmental policies, procedures, and standards to enhance efficiency and work quality.
• Develops solutions to problems with consideration for department and company goals and direction.
• Develops and manages relationships between departments both inside and outside business unit.

Responsibilities specific to this role:

• Acts as liaison between MGIC, Sales, and customers to educate and resolve difficult/sensitive issues. 
• Works with other departments to develop products/services to meet customer needs. Advises on current trends and/or potential problems.
• Evaluates and designs processes, procedures, and requirements for MGIC systems to ensure a consistent and efficient customer experience.
• Analyzes and monitors various measures to identify issues that affect service to customers.  Recommends solutions and works with staff to implement.
• Manages the Master Policy process, issuance and maintenance of master policy holders/number. Engages Account Managers and Credit Policy as necessary to support the process.
• Works with Information Services for business requirements and participates in design and testing of department and cross-functional systems.
• Occasional travel required to meet with business partners and attend industry specific conferences.

QUALIFICATIONS

Experience:   More than 5 years of experience in a supervisory or team leader role for entry-level processing or semi-complex work.

Required Knowledge and Skills:

• Mortgage loan servicing and role of mortgage insurance
• Mortgage loan default servicing, processes and practices
• MGIC’s systems and multiple applications
• MGIC’s policies, procedures, and practices
• MGIC’s servicing environment, customers, government agencies, and related parties
• Passion for customer service and experience leading customer facing teams
• Demonstrated leadership and ability to navigate conflict resolution
• Negotiation skills to help ensure Customer Interaction priorities are addressed
• Ability to work in a dynamic environment with changing priorities

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 (c