Description

The Document Services Coordinator 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.

Regularly, the role holder 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

  • Accomplish assignments regardless of complexity, 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) the output of any DS coordinator based on their tenure and output complexity
  • Consistently follow through with clients to develop long-term relationships
  • Strategize and optimize values in achieving mutually beneficial goals with key clients
  • Forward client feedback to the Supervisor
  • Update and customize client profile database
  • Collaborates and communicates effectively with people from different cultures and across all levels of the organization
  • Consistently achieve individual targets, priorities, and developmental objectives aligned with the department's and Firm's direction
  • Well-versed in all Department Service Lines
  • Generate and analyzes reports as required
  • Provide recommendations on departmental strategies
  • Report to the Supervisor all issues that may interfere with service delivery
  • Effective account management skills
    • Conducts accurate assessment of job requests, including turnaround time
    • Communicates with clients by phone and/or email accurately and timely
    • Facilitates discussions with clients and develops SLAs in line with client requirements
    • Proactively offers solutions whenever potential problems are foreseen
    • Confirms all discussions and agreements with clients in writing
    • Properly endorses all pending jobs to the next shift
  • Implement all company policies, rules, and regulations
  • Maintain confidentiality of Firm and client information
  • Ensure that all other tasks assigned by Management are properly attended to
  • Perform other tasks assigned by the Supervisors or Manager

Project management

  • May be assigned to be a project member/lead and execute all its requirements according to service delivery standards
  • Apply subject matter expertise at every stage of a project
  • Work with project leads and/or other DS leaders to develop and disseminate process updates and issue resolution strategies

Brand Support

  • Advise, encourage, and facilitate client adoption of firm brand standards and templates
  • Create visually engaging documents and presentation materials using MS Word and PowerPoint templates
  • Ensure accurate and timely output delivery by adhering to established quality and Firm brand standards
  • Share subject matter/technical expertise by conducting peer learning sessions
  • Conduct peer review of output produced by Document Coordinators
  • Mentor junior members of the team on the proper execution of the firm brand

Client Care

  • Build good working relationships with clients and handle their concerns promptly and professionally, in keeping with client service principles
  • In case of an escalation or complaint, send acknowledgment emails, collate facts, prepare an incident report within the agreed timelines, and provide a recommendation to prevent the problem from recurring
  • Confirm all discussions and agreements with clients in writing

Skills and Experience: 

  • Relevant 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 in MS Word, Excel, and PowerPoint
  • Flexible and willing to work 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 various levels of the organization