Senior Customer Service Representative, Wolters Kluwer

• Bachelor’s degree from an accredited college/university or equivalent B2B client service experience
• Strongly preferred minimum of two years of business-to-business (B2B) client/customer service experience; preferably consultative customer service experience working within the banking, insurance, hospitality, retail and/or legal industry

Desirable

• We are currently seeking dynamic Sr Customer Service Representative to join our growing teams across the country
• Wolters Kluwer Lien Solutions is the global leader of lien management, filing & search compliance, and due diligence solutions
• Banks and corporations trust Wolters Kluwer Lien Solutions to automate their lien management process and reduce the risk and complexity of their lien workflows
• In this role, you will have an opportunity to work with and manage the day-to-day relationships with our customers at Financial Institutions, Equipment Leasing & Finance, Agricultural Lending Companies, Mortgage Lenders & Services, Factoring, Corporations, Solar & Title Companies to reduce risk in their lending cycle, increase business agility, and simplify workflows with real-time nationwide searches, seamless UCC filing processes and lien management tools
• In addition, this role takes on a larger responsibility in the office by managing top clients with personalized services, leading projects, mentoring team members, participating in sales calls, organizing company events, and assisting with system testing
• We deliver enterprise class solutions to our clients to leverage on-demand resources to enable better decision-making
• Nearly one in every three Uniform Commercial Code (UCC) financing statements filed at the state level in the U.S. is processed through Lien Solutions, making it the market leading UCC provider in the U.S. If you are looking to gain professional experience, learn a new industry and launch your career with a global organization, come join our team!
• Deliver prompt and professional service to our customers (Banks, Leasing & Lending Companies, or Corporations) through verbal and written communications
• Provide consultative customer service; help to identify customers compliance challenges, and business needs, while utilizing product and industry knowledge to provide solutions and initiate orders crucial to lien management compliance
• Maintains a clear understanding of client requirements, building and maintaining strong client relationships
• Proactively manage the full-life cycle of the order process and drive cross-selling opportunities to promote additional offerings to meet our customer needs
• Efficiently manage, organize, and prioritize high volumes of requests using Salesforce and other internal systems to ensure timely and accurate customer responses. Proactively asking clarifying questions rather than making assumptions about customer needs
• Operates efficiently with minimal supervision, demonstrating self-motivation and the ability to work independently
• Strive to become a subject matter expert in the department, company, and industry by continuously learning through job-related training and extensive work experience
• Must demonstrate sound judgment, tact, and diplomacy when interacting with both internal and external customers, and possess the capability to manage confidential and proprietary information effectively
• Fosters respectful and supportive team relationships by treating others with respect, being sensitive to diverse needs, listening humbly, embracing change, and advocating for continuous improvement and change management
• Assigned to manage top clients requiring concierge or personalized services, taking the lead on various projects to ensure exceptional care and attention to detail
• Assists in providing direction and guidance to less experienced team members, offering support and mentorship to foster their professional growth and ensure team success
• Actively participating in sales and client conference calls, clarifying best practices for order submission and self-search, and providing constructive feedback to enhance communication and drive successful outcomes
• Leads team building and morale boosting events
• Assists with User Acceptance Testing (UAT) as needed