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  • Chicago, IL

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AQAM/Project and Customer Work! Come grow with us!

Wolters Kluwer • Chicago, IL

Posted 12 days ago

Job Snapshot

Degree - 4 Year Degree
Consulting, Computer Software, Printing - Publishing


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Job Description

Do you have analytical administrative experience? Do you enjoy reporting and working with numbers? Do you enjoy handling highly-detailed projects? Are you looking for a team-oriented, fast-paced environment that would provide you with opportunities for advancement? If so, we'd love to hear from you, our future leader!

Wolters Kluwer’s Governance, Risk & Compliance division is looking for an Associate Quality and Account Management Specialist (Associate QAM) to join our LIS team in Chicago.

Governance, Risk & Compliance (GRC) is a division of Wolters Kluwer that provides a broad spectrum of solutions, services and expertise to legal, finance, risk and compliance professionals and small business owners to help manage myriad governance, risk and compliance challenges in dynamic markets and regulatory environments, globally. GRC Solutions serves more than 350,000 customers in more than 150 countries, including 70% of Fortune 500 companies, 92% of the world’s top banks, 90% of the Am Law 100 and more than 300,000 small businesses. The division has a global footprint, with workforce in 28 countries. Our clients include corporate legal departments, insurers, small businesses, financial services companies, brand professionals, underwriters, governments and compliance and risk professionals.

Legal Information Services (LIS) contains our expert information services businesses that serve large corporations, small businesses and law firms. This group specializes in incorporation and legal business compliance solutions and clearance and protection solutions for trademark and brand professionals. This business area brings its solutions to market as CT, which serves corporations, small businesses, and Law Firms, as well as Corsearch.

The Associate Quality and Account Management Specialist (Associate QAM) for Wolters Kluwer (WK)
Corporate Legal Services (CLS) CT Corporation is a position primarily responsible for providing billing support and record maintenance for the Customer Specialist Team. The Associate QAM focuses on developing the knowledge and skills necessary to effectively review orders and produce invoices, identify and correct errors and defects, and contribute to the reduction of defects to ensure that accurate invoices are issued in a timely manner. The Associate QAM will also help to ensure the complete, timely and accurate maintenance of customer records through independent research, clean-up initiatives and/or the regular review of internal reports. Activities of the Associate QAM include: developing and maintaining knowledge of the department, company and industry as a whole; partnering with team members to review completed orders for accuracy prior to invoicing; helps to correct invoice errors to ensure an accurate and timely delivery; reviewing and updating customer records to ensure accuracy; developing the ability to provide quality consultative customer service to all accounts; participating in organizational activities to meet or exceed company objectives; and representing Wolters Kluwer within the industry.

Essential Duties and Responsibilities:

• Develops and maintains knowledge of the department, company and industry as a whole by
attending and fully engaging in formal and informal training/mentoring sessions (e.g., with a QAM,
Senior QAM, Team Lead); engaging in self-directed learning (e.g., studying information provided in a
timely manner); learning the mission, vision and goals of the team and of the organization; learning and
developing knowledge of all processes used within the department (e.g., representation account
processes); learning and developing knowledge of all systems and applications used within the
department; developing a comprehensive knowledge of all CT products and services; and collaborating
with peers and management to continuously improve (e.g., accepting critical feedback and
implementing suggestions).
• Partners with team members to review completed orders for accuracy prior to invoicing by
reviewing financial reports (e.g., Dashboard, Billing Pipeline, order age, 572 and 575) to identify orders
that can be invoiced; learning when to follow up with Customer Specialists and Management to address
stalled orders; ensuring customer preferences have been met for all orders; ensuring financial charges
are accurate for all orders; helping to join companies to the proper affiliation group; ensuring delivery
instructions are accurate; assisting the preparation of correspondence for monthly bundle billing
accounts (e.g., invoices, spreadsheets); and printing the invoice and final cover letter to be sent to the
• Helps to correct invoice errors to ensure an accurate and timely delivery by identifying and
documenting order defects (e.g., pricing errors); securing approval to issue credit memos and invoice
only orders; ensuring approval is documented in the order event log; and following up to ensure the
timely delivery of all invoices (e.g., bundle billing accounts).
• Reviews and updates customer records to ensure accuracy by reviewing various internal reports to
identify new or updated representation records; partnering with the Account Team on record clean-up
projects; adding or updating account information in the records database; identifying items (e.g., name
changes) that can be handed off to the offshore team (CORE); researching addresses for undeliverable
Service of Process items; and executing all account updates timely, completely and accurately.
• Develops the ability to provide quality consultative customer service to all accounts by answering
questions pertaining to CT’s representation services; helping to identify add-on selling opportunities as
it relates to representation matters; learning how to generate customer IDs and passwords for; learning how to generate Company Books for customer review upon request; and
learning how to activate the customers’ Compliance Calendar upon request.
• Participates in organizational activities to meet or exceed company objectives by partnering with
other QAMs and Managers to help develop action plans to reduce or eliminate defects; identifying
opportunities to collaborate across groups and/or leverage partnerships; and collaborating with peers to advance company-wide initiatives.

Job Requirements

Minimum: Bachelor’s Degree in Business or related discipline; OR, if no degree, 5 years of business

Minimum: 1 year of detail-oriented business experience, including:
• Participating in extracurricular activities or associations.
• Working independently and in a team environment.
• Demonstrating strong analytical and problem solving skills.
• Demonstrating organization, prioritization, and multi-tasking skills.
• Demonstrating strong written and verbal communication.
• Utilizing the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Preferred: 1 year of quality assurance, including:
• Managing multiple concurrent projects.
• Coaching and mentoring team members.
• Collaborating across multiple internal teams.
• Working in the accounting, banking, insurance, hospitality, retail or legal industry.

Apply to:

Wolters Kluwer N.V. (AEX: WKL) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.

Wolters Kluwer reported 2016 annual revenues of €4.3 billion. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide.

Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices. Wolters Kluwer has a sponsored Level 1 American Depositary Receipt program. The ADRs are traded on the over-the-counter market in the U.S. (WTKWY).

For more information about our solutions and organization, visit, follow us on Twitter, Facebook, LinkedIn, and YouTube.

Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions, and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

For any assistance with your application for this job opening, please call the HR Source at (888) 495-4772 or email [Click Here to Email Your Resumé]. TTY is also available at 888 (495) 4771.
Job ID: 17-17082
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