Customer Specialist

UCC Direct Services, a Wolters Kluwer business was the first to offer automated UCC document processing, and we developed the first (and still the largest) digital catalog of actual UCC images.

JOB SUMMARY:

A Customer Specialist is responsible for developing customer relationships throughout the country in financial institutions, law firms and corporations. This relationship requires the CS to provide consultative service and may require face-to face client visits including probing for cross selling opportunities for our array of products as well as providing expertise in the areas of Corporate and UCC filings, document retrieval and public record lien searching. Responsibilities also include consulting with customers, responding to inquiries about our products and services, demonstrating proficiency in using UDS's electronic offerings. A CS will partner with new hires (Associate Customer Specialists) to provide mentoring and training and development. In addition, a CS needs to be a team-oriented individual who is able to multi-task, work and problem-solve independently as well as provide solutions to increase team efficiency. A CS also recognizes potential sales opportunities and works with the Team Leader and Sales team to close the business. As a CS you should understand the mission, vision and goals of the team and of the service/sales organization and perform activities in support of them.

Position Responsibilities:

oUtilize a consultative approach with our customers to fulfill their business needs including; UCC filings, real property filings, corporate filings, jurisdictional requirements and strategies for effectively searching public records.
oAbility to present/explain complex Corporate/UCC service offerings, procedures, process methodologies and delivery issues to customers.
oIdentify opportunities to sell and cross sell the full array of CCH-LIS products and Services.
oAnalyze teamwork flows and make recommendations on how to improve them to increase customer satisfaction, retention, revenue growth and financial results. Challenge existing procedures and processes regarding the delivery of services and service offerings and make recommendations to enhance and improve upon them with them aim of increased team efficiencies and overall enhancement to customer and employee satisfaction.
oResponsible for training and coaching new employees to maintain UDS's position as an industry leader.
oFoster teamwork in support of reaching team performance goals.
oManage financial transactions; including posting charges for transactions, issuing checks for disbursements, following through to collection, adjusting financial charges as necessary to ensure fair and accurate billing.
oIn coordination with the sales team, represent UDS in verbal and in face to face interactions with clients as a Subject Matter Expert.
oManage business entity corporate filings and/or UCC filings from inception to completion (performing all fulfillment activities).
oOther duties as required.
REQUIREMENTS
oExperience in a customer service or call center in the banking or legal environment is critical
oEffective written and verbal communication skills required
oKnowledge of MS office/internet, ability to learn new applications
oAbility to multitask and demonstrate ability to problem solve
oExceptional interpersonal, communication and organizational skills.
oBachelor's Degree preferred but not required with a minimum of 3-4 year related experience
oParalegal experience (Paralegal, Legal Assistant or Legal Secretary) or industry experience a plus
oAble to work in a fast-paced, high-energy environment

EOE

Wolters Kluwer offers a wide variety of competitive benefits to help meet your needs and to help you balance your work and personal life. Benefits include choices for medical, dental and life insurance; a 401(k)/profit sharing plan; disability plans; a flexible holiday and paid time off program; domestic partner benefits; and tuition and adoption assistance, among other plans and programs.

Wolters Kluwer is one of the world's leading publishers and providers of information products and services. The company's core markets are in the health, tax and accounting, corporate, financial services, legal and regulatory, and education sectors. Wolters Kluwer has annual revenues (2004)of EURO 3.3 billion, employs approximately 18,400 people worldwide and maintains operations across North America, Europe and Asia Pacific. Headquartered in Amsterdam, the Netherlands, Wolters Kluwer depositary receipts are quoted on the Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices. wolterskluwer.com