Wolters Kluwer Customer Support Specialist in St Cloud, Minnesota

Governance, Risk & Compliance (GRC) is a division of Wolters Kluwer 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.

Responsibilities:

  • Manage incoming contacts by responding to inquiries and determining the appropriate action to resolve each issue across multiple lines of business

  • Assist internal and external customers regarding our products and services receiving approximately 1,000+ phone calls, 2,000+ emails, and processing an average of 6,000+ ordered items per week

  • Research answers, gather customer requirements and order information, resolve customer complaints and escalate issues when appropriate

  • Use SAP system to enter and update orders per customer requirements and manage orders through the fulfillment process

  • Identify issues related to invoicing, contract/maintenance renewals, and licensing to help ensure orders are invoiced accurately and promptly

  • Staff phone lines and fulfill orders for our core, regional, and national markets by using advanced customer service skills for custom, special, and complex products which have unique requirements and critical standards

  • Coordinate necessary fulfillment tasks for special projects and conduct consultative appointments with customers to gather critical order information

  • Interact with customers by interpreting their business needs and matching them with appropriate Wolters Kluwer compliance products

  • Maintain extensive knowledge of detailed and complex legal regulations and compliance for multiple jurisdictions, as well as regulatory differences between consumer and commercial products; between banks and credit unions; and numerous state specific issues for each type of organization

  • Maintain high customer satisfaction and world class service standards while representing the Customer Support Department

Qualifications:

  • A minimum of three years of customer service, telephone communications and/or inbound call center experience; preferably within a banking or financial institution

  • Associate's degree or at least two years of college coursework from an accredited college/university or equivalent work experience

  • SAP experience preferred

  • Excellent communication skills with the ability to discern caller needs quickly and effectively

  • Strong attention to detail with the ability to retain knowledge of operating systems, procedures, products, compliance and customer information while managing multiple tasks and maintaining high accuracy standards

  • Excellent research ability to offer solutions while adhering to policy guidelines

  • Proficient with Microsoft Office Suite applications including Word, Excel, and Outlook

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 2017 annual revenues of €4.4billion. 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.

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.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled