Operational QA (Correspondent Management Associate) – Hybrid (USA) R0057534

Operational QA (Correspondent Management Associate) – Hybrid (USA) R0057534 | FCC | HQ FCOE – LS/C T Corporation System - Wolters Kluwer

About the Role:

The correspondent network is responsible for performing search, filing, and document retrieval services for the entire GRC Service operation. The Operational QA (Correspondent Management Associate) serves as the main point of contact for over 500 external field UCC correspondents in the network. (In addition to managing international network) The Operational QA (Correspondent Management Associate) performs with minimal supervision and is responsible for recruiting, acquiring, training, and retaining a national and international network of external correspondents. Additionally, the Operational QA (Correspondent Management Associate) is responsible for handling all accounting functions as related to establishing and maintaining Secretary of State and County accounts, overdue correspondent invoices as well as the set up and maintenance of correspondent records within the Fulfillment Database.

The Operational QA (Correspondent Management Associate) utilizes multiple resources to research and locate new correspondents as well as research the requirements of new and existing products in order to route these products to the appropriate correspondent via the Fulfillment Database and Order Central, the UCC order management system. The Operational QA (Correspondent Management Associate) effectively communicates correspondent and jurisdictional related events to the UCC service teams.

Shift Hours (hourly pay): 8am to 5pm CT

Hybrid: Eight days a month we come together in the closest office (USA) within 50 miles to experience the value of connecting with colleagues. You will report to the Manager, Fulfillment and work under the leadership of the Sr. Director of Fulfillment Op. This role is a part of FCC | CLC - C T Corporation System- Wolters Kluwer. Please view the site office location directory for potential office preferences nationwide. | https://bit.ly/Find_A_WK_Office | #LI-Hybrid

Division/BU About Us:   https://www.wolterskluwer.com/en/about-us/organization | https://www.linkedin.com/company/wolters-kluwer/   |   https://www.wolterskluwer.com/en/solutions/ct-corporation

Must be legally authorized to work in the United States without employer sponsorship, now or in the future.

Required Job Qualifications (1 to 3 years of experience providing internal client service support, including email correspondence and communication with internal stakeholders)

Skills:

• Prefer Bachelor's degree and a minimum of one year of professional experience in a related client service, customer support, or administrative role; or a minimum of three years of professional experience in a related client service, customer support, or administrative role with no degree.
• Strong written and verbal communication skills
• Basic knowledge of legal documents affecting title to real estate, the methods by which the documents are recorded and general filing requirements.
• Knowledge of jurisdictional requirements and superior knowledge of UCC product requirements
• Ability to work independently or in a team environment
• Strong analytical, organizational, time management, and problem-solving skills
• Demonstrates proficiency in web-based applications

Summary & Responsibilities:

• Under general supervision, conducts routine analyses and tests of various elements of a quality control program comprised of data analysis, evaluation, product and or process assessment. Conducts analysis and tests of processes or products to ensure they are within acceptable levels.
• Utilizes online resources, both public and proprietary, in order to locate new correspondents and research jurisdictions (routing/mapping)
• Researches mapping and routing for the Fulfillment Database to Order Central
• Collaborates with IT and Service Teams in order to develop and resolve routing issues, while meeting business needs and jurisdictional requirements
• Reviews Search and Filing Requirements with new correspondents
• Provides Correspondents with sample searches for testing and reviews results of testing to ensure new correspondents understand service requirements
• Sets new correspondents up with accounting and routing
• Communicates to internal client’s acquisition of new correspondent and release of existing correspondents.
• Works with accounting to manage overdue invoices from correspondent network
• Sets up new county and state accounts and/or makes modifications as needed
• Efficiently resolves correspondent escalations to the service team standards
• Provides superior customer service to internal clients
• Articulates requirements to Service Teams and Correspondents in an effective manner
• Discusses and resolves routing issues with IT and/or Service Teams, keeping in mind business needs and jurisdictional requirements
• Collaborates with other departments

Additional Information:

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave.   🔗 https://www.wolterskluwerbenefitsguide.com/welcome/

Company Overview

Wolters Kluwer (EURONEXT: WKL) is a global leader in professional information, software solutions, and services for the healthcare, tax and accounting, financial and corporate compliance, legal and regulatory, and corporate performance and ESG sectors. We help our customers make important decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.

Wolters Kluwer reported 2022 annual revenues of €5.5 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 20,000 people worldwide. We are headquartered in Alphen aan den Rijn, the Netherlands.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities and requirements. The job description provided is subject to revision and modification at any time.

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation:

Compensation range listed is based on primary location of the position.  Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process. 

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.