Description

The Document Coordinator, Document Services will handle job requests such as intermediate to complex word processing, voice file transcription and other requests. They may also be assigned to special/strategic projects, including pilot programs for new services.

On a regular basis, Document Coordinator I is expected to uphold the department’s quality and efficiency standards by consistently producing one-pass work with zero to minimal quality checks. Can be assigned to conduct peer reviews to ensure consistent output quality among Document Coordinators.

Responsibilities:

Operations

  • Accomplishes intermediate to complex assignments, following established quality standards, in an accurate and efficient manner
  • Expected to consistently produce one-pass work regardless of complexity and challenges according to established quality and efficiency standards
  • Assigned to peer review (pre-audits) output of any DS coordinator based on their tenure and output complexity
  • Effective account management skills
  • Conducts accurate assessment of job requests, including turnaround time
  • Communicates with clients by phone and/or email accurately and timely
  • Proactively offers solutions whenever potential problems are foreseen
  • Confirms all discussions and agreements with clients in writing
  • Reports to the Supervisor all issues that may interfere with service delivery
  • Forwards client feedback to the Supervisor
  • Well-versed on all Department Service Lines
  • Consistently achieves individual targets, priorities and developmental objectives aligned with the department's and Firm's direction
  • Implements all company policies, rules and regulations
  • Maintains confidentiality of Firm and client information
  • Ensures that all other tasks assigned by Management are properly attended to
  • Performs other tasks assigned by the Supervisors or Manager

Project management

  • Helps execute all project requirements according to service delivery standards
  • Develops and applies subject matter expertise
  • Exhibits good client care skills and leadership potential at every opportunity
  • Coordinates with Project Managers on updates and issue resolution strategies

Brand Support

  • Advises, encourages and facilitates client adoption of firm brand standards and templates
  • Creates visually engaging documents and presentation materials using MS Word and PowerPoint templates
  • Ensures accurate and timely output delivery by adhering to established quality and Firm brand standards
  • Alerts clients to potential problems/issues ahead of time and offers possible solutions or alternative approaches

Client Care

  • Builds good working relationships with clients and handles their concerns in a prompt and professional manner, in keeping with client service principles
  • In case of an escalation or complaint, sends acknowledgement email, collates facts, prepares an incident report within the agreed timelines and provides recommendation to prevent the problem from recurring
  • Confirms all discussions and agreements with clients in writing

Experience Required

  • Some experience in a similar field and involvement in a similar function
  • Bachelor’s degree with good academic standing
  • Keen analytical skills and ability to determine client needs
  • Excellent English written and verbal communications skills
  • Ability to make sound and accurate decisions and judgment calls
  • Effective leadership and communication skills
  • Highly organized and able to prioritize tasks
  • Advanced skills MS Word, Excel and PowerPoint
  • Flexible and willing to work in any shift, including graveyard
  • Aptitude for learning new technologies and processes
  • Highly organized and detail oriented
  • Strong commitment to outstanding client service
  • Exceptional work ethic, personal and professional integrity
  • Ability to establish and maintain effective working relationships; a team player
  • Ability to collaborate and communicate effectively with people from different cultures and from various levels of the organization