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