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

Wolters Kluwer•Sacramento, CA

9d•$34,300 - $57,400•Hybrid

About The Position

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, including managing an international network. The role performs with minimal supervision and is responsible for recruiting, acquiring, training, and retaining a national and international network of external correspondents. Additionally, the role handles all accounting functions related to establishing and maintaining Secretary of State and County accounts, overdue correspondent invoices, and the setup 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 to route these products to the appropriate correspondent via the Fulfillment Database and Order Central, the UCC order management system. The role effectively communicates correspondent and jurisdictional related events to the UCC service teams.

Requirements

1 to 3 years of experience providing internal client service support, including email correspondence and communication with internal stakeholders.
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.
Must be legally authorized to work in the United States without employer sponsorship, now or in the future.

Nice To Haves

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.

Responsibilities

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 clients 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.