Sr. CSR (Corporate, Sr. Registered Agent Services) - Hybrid (Nationwide) R0059895

About the role

Senior Customer Service Representative (Corporate, Sr. Registered Agent Services) - Hybrid (Nationwide) R0059895 | FCC | CLC - Registered Agent Solutions Inc.- Wolters Kluwer

About the role

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. Please view the site office location directory for potential office preferences. | | #LI-Hybrid

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

The preferred candidate will have

• 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

• 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 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

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

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.

Compensation

$37,400.00 - $63,150.00 USD

This role is eligible for Bonus.

Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.

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. Full details of our benefits are available upon request.