Customer Service Coordinator (Registered Agent) – Hybrid (Nationwide) R0056280

Customer Service Coordinator  (Registered Agent) – Hybrid (Nationwide) R0056280 | FCC | CLC - Registered Agent Solutions Inc.- Wolters Kluwer

Job Description:   As a Customer Service Coordinator  (Registered Agent), you will leverage extensive knowledge and advanced skills in operational processes from within the corporate and registered agent industry to provide strategic support to key customers, team members, and other departments.  You will play a pivotal role in not only solving complex issues but also enhancing and optimizing customer satisfaction and engagement.

You will work directly with team members or other departments to successfully complete all project requests in a timely, accurate and efficient manner.  You will be an information, training, and project management resource for others.  You will have extensive direct client interactions via written and verbal communication methods.  To be successful in this role the Corporate Success Coordinator must have excellent organizational and time-management skills, pay meticulous attention to detail, possess strong small and large project management skills, be adaptable, be able to properly delegate tasks or segments of projects, and uphold professional levels of customer service and communication to both internal and external clients.  This role is perfect for those with a proven track record and tenure 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. | https://bit.ly/Find_A_WK_Office | #LI-Hybrid

Shift Hours:

• 9 am to 6 pm PACIFIC
• 9:30 am to 6:30 pm PACIFIC

Corporate and Registered Agent Industry Experience:

• The preferred candidate will have:
  • 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
  • Extensive 50 state filing knowledge for incorporations, formations, qualifications/registrations, amendments, annual reports, reinstatements, dissolutions, dba’s, apostilles/legalizations.
  • Experience with complex 50 state filings for 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 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.

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.
• 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.

• Ranked by Forbes Magazine as among America’s Best Large Employers for 2022 - #84

• Wolters Kluwer secures 2nd place in Newsweek's Most Trustworthy Companies List 2023

• WK #1 for gender equality in the workplace in the Netherlands & #47 worldwide for 2023

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

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation:

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.