Description
To process intermediate to complex word processing, voice file transcription and other requests; assist with special/strategic projects, including pilot programs for new services.
To uphold the department’s quality and efficiency standards by producing mostly one-pass work that needs no further quality review; and from time to time, assist with peer reviews to ensure consistent output quality among Document Services Coordinators.
Main Responsibilities:
Operations and Account Management
- Accomplish low to intermediate complexity assignments, following established quality standards, in an accurate and efficient manner
- Produce mostly one-pass work (i.e., output that requires no further quality review) as needed or as recommended by the Team lead, operations/OIC
- Review output of peers prior to submission if necessary
- Communicate with clients by phone and/or email accurately and timely
- Proactively offer solutions whenever potential problems are foreseen
- Confirm all discussions and agreements with clients in writing
- Report to the Team Lead, Operations all issues that may interfere with service delivery
- Forward client feedback to the Team Lead, Operations
- Properly endorse all pending jobs to the Team Lead
- Well-versed on four or more Department Service Lines
- Consistently achieve individual targets and departmental objectives
- Implement all company policies, rules and regulations
- Maintain confidentiality of Firm and client information
- Perform other DSC-related functions as deemed necessary by the Team Lead, Supervisor or DSC Manager
Projects
- Help execute all project requirements according to service delivery standards
- Develop and apply subject matter expertise
- Exhibit good client care skills and leadership potential at every opportunity
- Coordinate with Project Managers on updates and issue resolution strategies
Brand support
- Advise, encourage and facilitate client adoption of VIP standards and templates
- Create visually engaging documents and presentation materials using MS Word and PowerPoint templates
- Enhance past Firm materials using new branding guidelines, ensuring bespoke designs fit for purpose
- Ensure accurate and timely output delivery by adhering to established quality and Firm brand standards
- Alert clients to potential problems/issues ahead of time and offers possible solutions or alternative approaches
Experience Required
- Bachelor's degree with good academic standing
- Some relevant work experience
- Highly proficient in MS Office Applications
- Certified in MS Office Word, Excel and PowerPoint
- Aptitude for learning new technologies and processes
- Excellent English written and verbal communications skills
- Highly organized and detail oriented
- Strong commitment to outstanding client service and effective account management skills
- Flexible and willing to work in any shift, including graveyard
- 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 organizatio