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As a Fulfillment Associate, Document Management (FA) for Wolters Kluwer’s CT Corporation, you will have the primary responsibility for providing superior service by analyzing customers’ requests, ensuring compliance and accuracy, resolving or escalating issues, following requests through to completion, and communicating progress to customers and internal teams. The FA may support both Fulfillment and Service of Process (SOP) functions. 

You will assist our customers in the “American Dream” of owning and operating a business, from starting up, to closing shop, and everything in between.  The FA reviews and submits initial filings, document requests (e.g., retrieval requests, incorporations, formations), perform status/compliance checks, and manage receipt/scanning/forwarding/retention of legal service of process. FA activities include learning the complex and comprehensive CT product line and jurisdictional rules and regulations; fielding incoming questions timely; reviewing and fulfilling incoming requests timely; assisting process servers; contributing to customer satisfaction and organizational success; participating in process improvement initiatives; and representing Wolters Kluwer within the industry and territory.

In this position you will report to the Manager, Fulfillment and work from our local office.

Responsibilities:

Process State or customer documents following established Standard Operating Procedures utilizing proprietary and Microsoft suite applications.

Understand and follow security guidelines.

Create process documentation.

Assist in issue resolution with internal and external customers.

Work with team members to assist in the training and implementation of process and policy changes.

Assist customers, team members and/or vendors with training on products, jurisdictional requirements using a consultative approach.

Analyze data and recommend process improvements and reporting.

Assist in special project work as assigned

Qualifications:

A minimum of two years of customer service or related work experience.

High school diploma or equivalent certification. Some college preferred.

Effective written and verbal communication skills along with the ability to manage and prioritize demands from multiple sources, external and internal.

Proficient with Microsoft Office Suite applications including Word, Excel and Outlook along with excellent data entry skills.

Ability to multitask and demonstrate ability to problem solve.

Excellent analytical, organizational, time management and problem-solving skills with the ability to work in a fast-paced, high-energy environment.