Customer Service Representative

Sr. Csr (Corporate, Sr. Registered Agent Services) Hybrid (Nationwide)

As a Senior Customer Service Representative (Corporate, Sr. Registered Agent Services), you will leverage specialized skills to address non-standard operational and administrative problems. You will be essential in cultivating in-depth customer relationships and ensuring customers derive maximum value from our products and services.

You will work directly with other team members or teams within the department to successfully complete all project requests in a timely, accurate and efficient manner. You will be an information and targeted training resource for others. You will have heavy direct client interactions via written and verbal communication methods. To be successful in this role the Senior Corporate Specialist must have excellent organizational and time-management skills, pay meticulous attention to detail, be adaptable, and uphold professional levels of customer service and communication. This role is perfect for those with a proven track record within the corporate and registered agent industry.

Hybrid: Eight days a month we come together in the closest office (Nationwide) within 50 miles to experience the value of connecting with colleagues (2 days in office, 3 days remotely). You will report to the Manager, Customer Service. This role is a part of FCC | CLC - Registered Agent Solutions Inc. Wolters Kluwer.

Shift Hours: Shift One (9a-6p CST) and Shift Two (8:30a-5:30p CST)

Must be legally authorized to work in the United States without employer sponsorship, now or in the future.

Required Job Qualifications:

Corporate and Registered Agent Industry Experience:

• 3-5 years of exclusive experience from within the corporate and registered agent industry, or similar content knowledge from an in-house legal team, law firm, or CPA firm position.
• Fluent knowledge of various corporate document retrievals that include plain/certified copies, good standings, certificates of fact, certificates reciting, tax status/good standings
• Comprehensive 50 state filing knowledge for incorporations, formations, qualifications/registrations, amendments, annual reports, reinstatements, dissolutions, dba's, apostilles/legalizations.
• An added benefit is 50 state knowledge for filing 50 state mergers, conversions, re-domestications, withdrawals, tax clearances, and address changes.

Educational Experience:

• High school diploma or equivalent required.
• Preferred Education: Bachelor's degree and/or 3-5 years' experience in corporate services/registered agent industry.

Skills:

• Advanced Communication: High-level verbal and written communication skills.
• Specialized Problem-Solving: Ability to address and resolve more complex issues.
• Advanced Analytical Skills: Strong ability to interpret and act on customer data.
• Deep Technical Proficiency: In-depth knowledge of company products/services.
• Advanced CRM Management: Proficient and effective use of CRM systems.
• Customer Advocacy: Strong focus on representing customer needs within the company.
• Cross-Functional Collaboration: Effective teamwork across different departments.
• Customer Education: Expert in providing in-depth training sessions to customers.
• Team Collaboration: Ability to work well with others in a team environment whether remote, hybrid, or in office.
• Industry Knowledge: Extensive knowledge of the corporate services and/or willingness to learn.

Responsibilities:

• Provide direct support to and collaboration with other RASi corporate team members or across departments.
• Responsible for effectively communicating with clients regarding corporate services.
• Manage complex onboarding processes for large or high-profile customers.
• Respond and resolve incoming client, affiliate, and vendor/correspondent requests, queries, issues and concerns via phone and email.
• Efficiently manage the entire order process from initial client inquiry through processing, invoicing and follow up.
• Responsible for corporate filings including, but not limited to the preparation, review and filing of: articles of incorporation/organization, amendments, DBA/assumed business names, newspaper publications, annual reports, mergers and conversions, withdrawals and dissolutions, pre-clearance documents, tax clearance requests, and reinstatements/revivals.
• Responsible for obtaining certificates of status from both the Secretary of State and Department of Revenue, conducting name availability and status searches, producing verbal bring-down reports, filing/tracking name reservations and registrations, as well as obtaining copies of miscellaneous public record documents.
• Process apostilles and document authentications and legalizations.
• Act as the main point of contact for high-priority customers.
• Address non-standard customer inquiries and troubleshoot specialized issues.
• Analyze customer renewal and upselling opportunities that may require closely working with sales and product teams to enhance customer experience.
• Responsible for reviewing deliverables and invoices prior to sending to clients.
• Assist with initial client account set up and maintenance.
• Educate and promote additional services such as Registered Agent Services, transactional services, Federal Employer Identification Number (FEIN) services, corporate kits and supplies, business license renewals, and annual report services (ARS).
• Assist clients with queries regarding online accounts, tools, and services that may include specialized training sessions tailored to customer needs.
• Create and maintain filing fees/requirements reference charts.
• Assist with answering phone calls and routing to the appropriate department.
• Any other duties of similar or lesser nature as required.

Supervisory Responsibilities: This role is not a supervisor position.

Language Skills: Ability to effectively present information and respond to questions from internal and external customers whose first language is English.

Certificates, Licenses, Registrations: None

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle or feel objects, type and use mouse; reach with hands and arms; and talk and/or hear. The employee is required to sit for extended periods of time.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee regularly works in an office environment in a clerical environment. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.

Travel Requirements: No travel required

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to the job at any time with or without notice.

AAP/EEO Statement: Wolters Kluwer prohibits discrimination based on race, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation, or any other legally protected status. EOE Employer/Vet/Disabled.

Additional Information: Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave.

Company Overview: Wolters Kluwer (EURONEXT: WKL) is a global leader in professional information, software solutions, and services for the healthcare, tax and accounting, financial and corporate compliance, legal and regulatory, and corporate performance and ESG sectors. We help our customers make important decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities and requirements. The job description provided is subject to revision and modification at any time.

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