Customer Service Coordinator (Registered Agent) – Hybrid (Nationwide) R0060675

Skills:

• Strategic Communication: High-impact verbal and written communication skills.
• Complex Problem-Solving: Ability to address and solve the most intricate problems.
• Strategic Analytical Skills: Advanced skills in analyzing and acting on complex data.
• Comprehensive Technical Proficiency: Thorough knowledge of all product/service facets.
• CRM Mastery: Expert-level CRM system use and management.
• Customer Advocacy Leadership: Leading efforts to represent and advocate for customer needs.
• Interdepartmental Collaboration: Effective collaboration with highest levels of organizational leadership.
• Advanced Training Capabilities: Proficiency in delivering complex training and education sessions.
• Responsibilities:
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• 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 with both the state and revenue departments, 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.
• Act as aid to manager in the training and mentoring of new and existing team members.
• 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. 🔗 https://www.wolterskluwerbenefitsguide.com/welcome/
• 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.
• Wolters Kluwer reported 2022 annual revenues of €5.5 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 20,000 people worldwide. We are headquartered in Alphen aan den Rijn, the Netherlands.
• 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.

Our Interview Practices

Additional Information :

Qualifications

• Strategic Communication: High-impact verbal and written communication skills.
• Complex Problem-Solving: Ability to address and solve the most intricate problems.
• Strategic Analytical Skills: Advanced skills in analyzing and acting on complex data.
• Comprehensive Technical Proficiency: Thorough knowledge of all product/service facets.
• CRM Mastery: Expert-level CRM system use and management.
• Customer Advocacy Leadership: Leading efforts to represent and advocate for customer needs.
• Interdepartmental Collaboration: Effective collaboration with highest levels of organizational leadership.
• Advanced Training Capabilities: Proficiency in delivering complex training and education sessions.

Preferred Qualifications

• Bachelor’s degree and/or 5+ years’ experience in corporate services/registered agent industry, or similar content knowledge from an in-house legal team, law firm, or CPA firm position.

Responsibilities

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• 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 with both the state and revenue departments, 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.
• Act as aid to manager in the training and mentoring of new and existing team members.
• 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.