Customer Service Coordinator

Essent Group Ltd. (NYSE: ESNT) is a Bermuda-based holding company (collectively with its subsidiaries, "Essent") which serves the housing finance industry by offering private mortgage insurance, reinsurance, risk management products and title insurance and settlement services to mortgage lenders, borrowers, and investors to support homeownership. We are focused on managing risk and dedicated to serving as a strong and fair counterparty. As a company, we bring strong private capital and a commitment to risk management to the mortgage insurance industry.

This is an individual contributor position which works under regular supervision and is responsible for providing support to the EssentConnect team with a goal of growing into a customer facing position as an EssentConnect agent on our help desk. The primary responsibilities of this position will be facilitating reporting to Essent customers and employees, performing team support including agent ticket coordination and team schedule maintenance. Secondarily the position will observe and receive training from Senior EssentConnect Representatives to learn phone and troubleshooting skills.  As a dynamic and resourceful professional, we will rely on you to perform the following duties: Customer/System Support

• Support management of call center work queue in the ticketing system Freshdesk.

• Maintain documentation related to departmental procedures in Freshdesk.

• Develop and maintain a high level of proficiency within the Freshdesk application.

Customer User Administration

• Act as the point person for the coordination and distribution to Lenders of the Quarterly User Review report.

• Maintain the distribution list of Lender contacts for the Quarterly Review Process.

• Coordinate with the Essent Business Development group on report delivery preferences.

• Set up new, re-activate and disable mortgage users on our systems.

• Develop and recommend efficiencies or automation opportunities.

EssentConnect Agent Skills

• Observe and receive training from Senior EssentConnect Representatives on phone and troubleshooting skills.

• Learn how to use the tools necessary to solve issues presented to the EssentConnect team including User. Administration, internal and external transactional systems and Freshdesk.

• Develop basic solution strategies for solving Lender submission and account issues.

• Develop a fundamental understanding of the mortgage insurance industry and how it relates to the mortgage lending marketplace.

EssentConnect Team Support

• Develop and maintain proficiency in the use of Microsoft TEAMS and Shifts.

• Manage the schedule for the EssentConnect group in the TEAMS platform.

• Coordinate with the managers and the VP of EssentConnect to maintain coverage of phones and the ticketing system while screening for gaps in coverage.

• Keep the TEAMS application Shifts up to date.

EssentConnect Quality Reviews

• Support the Quarterly Quality review process.

• Generate and maintain the distribution list of ticket examples.

• Performs other duties as assigned by management.

Minimum Education & Experience Requirements:

• High school diploma/GED, associate or bachelors degree highly preferred.

• Basic skills with office software including Excel, PowerPoint, Word, Outlook and MS Teams.

• Experience in a Customer Service environment

• Financial Services experience preferred mortgage, loan processing, insurance, banking

• Intermediate skills in Excel

• Experience with ticketing systems such as Freshdesk, ZenDesk or Zoho Desk

• Experience with identifying and implementing automation within workflow or business processes

• Availability to work rotating shifts any time between 8am-8pm EST, generally this position works 8am to 5pm EST.

• Ability to work in the office location (no remote)

• Willingness to work overtime when needed

• Strong customer service orientation

• Ability to learn how to function in support platforms such as a ticketing system and phone work queues 

• Ability to present information in an easily understood manner

• Strong interpersonal and communication skills

• Strong attention to detail

• High level of curiosity with an ability to show initiative and connect the objective to the task

• Knowledge of Microsoft Office applications, such as Word, PowerPoint, Excel and Outlook

• Excellent organizational skills with the ability to multi-task

• Ability to work effectively as part of a team and as an individual contributor

• Flexible with the ability to work in an ever-changing environment

• Effective problem solving and analytical skills

Our commitment to your success is enhanced by our competitive salary and comprehensive benefits package including paid time off, medical, dental, vision, 401(k) and disability benefits. We work to maintain a positive environment for our employees, where people can learn and grow with the company.  Essent is an Equal Opportunity Employer.