Sr. CSR (Corporate, Sr. Registered Agent Services) – Hybrid (Nationwide) R0057573

About the role

As a Senior Customer Service Representative (Corporate, Sr. Registered Agent Services), you will leverage specialized skills to address non-standard operational and administrative problems. You will be essential in cultivating in-depth customer relationships and ensuring customers derive maximum value from our products and services. You will work directly with other team members or teams within the department to successfully complete all project requests in a timely, accurate and efficient manner. You will be an information and targeted training resource for others. You will have heavy direct client interactions via written and verbal communication methods. To be successful in this role the Senior Corporate Specialist must have excellent organizational and time-management skills, pay meticulous attention to detail, be adaptable, and uphold professional levels of customer service and communication. This role is perfect for those with a proven track record within the corporate and registered agent industry.

Hybrid schedule

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

Shift hours

Shift One (9 a–6 p CST) and Shift Two (8:30 a–5:30 p CST)

Required qualifications

• Industry experience: 3–5 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.
• Document expertise: Fluent knowledge of various corporate document retrievals that include plain/certified copies, good standings, certificates of fact, certificates reciting, tax status/good standings.
• 50-state filing knowledge: Comprehensive 50-state filing knowledge for incorporations, formations, qualifications/registrations, amendments, annual reports, reinstatements, dissolutions, dba’s, apostilles/legalizations; added benefit is 50-state knowledge for filing 50-state mergers, conversions, re-domestications, withdrawals, tax clearances, and address changes.
• Education: High school diploma or equivalent required; preferred education: bachelor’s degree and/or 3–5 years’ experience in corporate services/registered agent industry.

Skills

• Advanced communication: High-level verbal and written communication skills.
• Specialized problem-solving: Ability to address and resolve more complex issues.
• Advanced analytical skills: Strong ability to interpret and act on customer data.
• Deep technical proficiency: In-depth knowledge of company products/services.
• Advanced CRM management: Proficient and effective use of CRM systems.
• Customer advocacy: Strong focus on representing customer needs within the company.
• Cross-functional collaboration: Effective teamwork across different departments.
• Customer education: Expert in providing in-depth training sessions to customers.
• Team collaboration: Ability to work well with others in a team environment whether remote, hybrid, or in office.
• Industry knowledge: Extensive knowledge of the corporate services and/or willingness to learn.

Responsibilities

• Provide direct support to and collaboration with other RASi corporate team members or across departments.
• Effectively communicate 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.
• Prepare, review and file: 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.
• Obtain certificates of status from both the Secretary of State and Department of Revenue; conduct name availability and status searches; produce verbal bring-down reports; file/track name reservations and registrations; obtain 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 in close collaboration with sales and product teams to enhance customer experience.
• Review 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, including 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.
• Perform other duties of similar or lesser nature as required.

Compensation

$32,000.00 – $53,700.00 USD (annual base). This role is eligible for bonus. Compensation range listed is based on primary location of the position; actual base salary offer is influenced by skills, experience and actual hiring location.