Location: Remote

Pay: $68, 000/yr

SUMMARY:

The Manager is responsible for the oversight of an assigned Corporate Team within the Client Services Department. This person shall apply their comprehensive understanding of the services provided to properly train and lead their team members in the most productive manner. This person is directly responsible for the quality of the clients’ experience with the company and shall exercise independent judgment in making decisions and solving problems which adhere to the expectations, policies, and goals of the company.

ESSENTIAL FUNCTIONS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Maintain proper staffing by orienting, training, assigning, and scheduling team members.
• Develop team members’ knowledge by applying best practices, distributing training materials/reference resources, and ensuring service skills certifications are met.
• Ensure employees provide service in a manner that consistently meets or exceeds the clients’ expectations.
• Make certain employee performance expectations are met by communicating and documenting job expectations while providing coaching and counseling as necessary.
• Assist with the execution of a quality control system by enforcing customer service standards and periodically auditing the work product and billings of employees.
• Uphold productivity by assessing, addressing, and monitoring the teams’ workloads and making necessary staffing adjustments to ensure that the service needs of clients are met in an appropriate and prompt manner, including providing direct assistance or coverage when appropriate.
• Resolve client issues and employee conflicts in a timely manner consistent with service standards and company policies.
• Provide employee praise and recognition when warranted.
• Maintain a hands-on practical knowledge of all procedures and mechanisms for performing all services provided by the department.
• Build and maintain client relationships, and responsible for effectively communicating with clients regarding corporate services.
• 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.
• Responsible for the preparation, review and filing of various corporate filings, obtaining corporate document retrieval/certificate, and processing apostille/authentication/legalization requests.
• Any other duties of similar or lesser nature as required.

COMPETENCIES, SKILLS AND ABILITIES:

• Able to multi-task, accept directions well, possess a strong attention to detail and manage your time wisely.
• Must be computer literate; Intermediate level skills with MS Office; Word, Excel and Outlook are required.

• Able to be self-directed and work efficiently with minimal supervision.
• Able to work in a fast-paced, high-energy environment.
• Ensure superior customer service is always provided and maintain a high level of professionalism.
• Able to “lead” more than “manage” employees.
• Exercise a team-oriented leadership style that promotes positivity, communication and support among the corporate teams and team leads.
• Emphasize excellence.
• Able to make independent, time-sensitive, and critical decisions.
• Demonstrate flexibility and willingness to work the necessary hours to properly lead the team.
• Knowledge of all corporate services.

EDUCATION / EXPERIENCE:

• High school diploma or equivalent required.
• Preferred Education: Bachelor’s degree
• Preferred Experience: 5+ years’ experience in corporate services/registered agent industry.

SUPERVISORY RESPONSIBILITIES:

The Team Lead is responsible for the oversight of an assigned Corporate Team within the Client Services Department. The Team Lead will be expected to answer questions for team members, provide initial and ongoing training, and assign duties and delegate tasks as required based on workload and incoming e-mails.

LANGUAGE SKILLS

Ability to effectively present information and respond to questions from internal and external customers whose first language is English.

CERTIFICATES, LICENSES, REGISTRATIONS

FinCEN ID

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle or feel objects, type and use mouse; reach with hands and arms; and talk and/or hear. The employee is required to sit for extended periods of time.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee regularly works in an office environment in a clerical environment. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.

TRAVEL REQUIREMENTS

This position may require periodic travel.