Wolters Kluwer Associate Fulfillment Specialist in West Trenton, New Jersey
Associate Fulfillment Specialist
Requisition Number: 17-17257
State: New Jersey
City: West Trenton
Shift: Shift 1
Job Description: Wolters Kluwer GRC division is looking for an Associate Fulfillment Specialist to join our team in Trenton, NJ.
Governance, Risk & Compliance (GRC) is a division of Wolters Kluwer (WK) that provides a broad spectrum of solutions, services and expertise to legal, finance, risk and compliance professionals and small business owners to help manage myriad governance, risk and compliance challenges in dynamic markets and regulatory environments, globally. GRC Solutions serves more than 350,000 customers in more than 150 countries, including 70% of Fortune 500 companies, 92% of the world's top banks, 90% of the Am Law 100 and more than 300,000 small businesses. The division has a global footprint, with workforce in 28 countries. Our clients include corporate legal departments, insurers, small businesses, financial services companies, brand professionals, underwriters, governments and compliance and risk professionals.
Essential Duties & Responsibilities:
•Learn CT product line as well as jurisdictional rules and regulations in order to effectively serve
clients by attending appropriate training courses; complete all self-study reading and exercises and
activities in the prescribed timeline; engage in one-on-one training with Manager; engage in supervised processing (approximately 6 months); accept critical feedback and implement suggestions; study information provided by product management and marketing on an on-going basis in timely manner; research and learn how the products fit into customers' processes and contribute to their business performance; and review competitor information to be able to compare and contrast them with CT products
•Field incoming questions or issues regarding products and service the organization by responding to incoming internal and external customer requests; gain a full understanding of customers'
requests; provide comprehensive answers to questions pertaining to products, services, and jurisdictional filing requirements; engage corporate resources as appropriate to ensure client issues and concerns are resolved (e.g., team leader, service teams); accurately document information into systems; capture common issues to reduce recurring issues and inquiries; and meet established standards for quality
•Review and fulfill incoming initial filing and document requests by establishing ongoing rapport with
clients to facilitate working relationships; gather all necessary information to ensure documents are
properly prepared for submission to Secretary of State (SOS) offices; ensure the highest accuracy and
compliance; monitor timing requirements of filings; ensure appropriate fees are secured for filing
requirements; submit documents to the SOS; identify issues; communicate with the SOS to ensure proper handling or escalation of issues; engage additional resources to ensure issues are resolved in a timely manner, if necessary; enter and track information as it is input into the system; ensure all entries meet accuracy standards; follow customer preferences on deliverables; and maintain documentation in accordance with timing and accuracy standards
•Assist Process Servers in the completion of service for CT's Registered Agent function by reviewing
incoming process; look up entity to ensure CT serves as registered agent and can therefore accept process; accept process; input process information into ARROW (e.g., company name, date of service, named parties, nature of law suit); follow customer specifics on method of delivery (e.g., through CT Advantage, FedEx); escalate questions or issues to COS/Senior COS; and maintain and process documentation in accordance with timing and accuracy standards
•Contribute to customer satisfaction and organizational success by working collaboratively and directly
with internal and external customers and resources to deliver solutions that exceed customer expectations and minimize customer impacts; manage client expectations on the timing, delivery and scope; and provide feedback on the effectiveness and soundness of policies and procedures in the customer service department
•Participate in department-wide process improvement programs and implement best practices by engaging in strategies to meet organizational performance plans; and ensure all activities meet or exceed organizational requirements
•Represent Wolters Kluwer by developing and maintaining comprehensive knowledge of Wolters Kluwer
products, industry trends and general business and financial acumen through various sources and
initiatives; communicate in a professional, compelling, and articulate manner of speech, writing and formal presentation; demonstrate corporate core values and culture; develop professional and positive relationships with customers and colleagues; and maintain a reputation of competence, integrity and professionalism
•Proactively pursues professional development activities (e.g., attending educational workshops, taking training classes
•Manages relationships with internal and external resources
Qualifications: Minimum Qualifications:
•Bachelor’s degree in Liberal Arts (e.g., Business, Communications, Marketing, or related discipline) or equivalent work experience (e.g. 4+ years of customer service experience)
•1+ years of customer service experience, including:
oIntegrating information from multiple sources quickly and accurately
oGathering and analyzing customer needs
oUtilizing communication skills, including both excellent verbal skills and accurate written
oWorking independently with a minimum amount of oversight while still being an integral part of a
•Minimal travel to attend training, or meetings, approximately 5% of work time
•Ability to travel independently and by air
•Ability to obtain a credit card
•Ability to work overtime
•2+ years customer service experience, including:
oDiffusing potential volatile customer situations
oDemonstrated ability to manage multiple projects simultaneously
oWorking in a fast paced, changing environment
ABOUT WOLTERS KLUWER
Wolters Kluwer N.V. (AEX: WKL) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.
Wolters Kluwer reported 2016 annual revenues of €4.3 billion. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide.
Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices. Wolters Kluwer has a sponsored Level 1 American Depositary Receipt program. The ADRs are traded on the over-the-counter market in the U.S. (WTKWY).
For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, LinkedIn, and YouTube.
EQUAL EMPLOYMENT OPPORTUNITY
Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions, and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
For any assistance with your application for this job opening, please call the HR Source at (888) 495-4772 or email HRSource@WoltersKluwer.com. TTY is also available at 888 (495) 4771.