Job duties
- ( denotes an "essential function")
- Perform records services work according to established policies and procedures
- Thoroughly assess job request, identify correct process needed to create and manage records files, and ensure appropriate completion throughout task lifecycle
- Use established customer service skills to proactively complete records requests to client satisfaction
- Create new records files and manage existing files according to document retention policies, matter mobility and information governance
- Use extensive knowledge and judgment in records services to navigate unclear requests to ensure compliance with established policies for retention, matter mobility and information governance
- Understand the extensive or more complex workings of records policies, digital matter mobility, digital and electronic records systems, information governance in a virtual, digital, or electronic records environment
- Interface and liaise with clients and vendors, peers and other colleagues to identify, collect, review, and package paper or electronic records for release, or to troubleshoot records requests
- Utilize multiple software applications to identify, collect, review, and package paper or electronic records for release, or to troubleshoot software problems
- Receive, triage, and process inbound paper or electronic records transfers to ensure compliance with protocols and make available for recipients
- Assist with coordination of records services, preparation, intake, and workflow within team
- Utilize appropriate logs and/or tracking software for all assigned work
- Meet contracted deadlines for accepting, completing, and delivering all work
- Communicate with peers, supervisor or client on job or deadline issues
- Help foster a proactive environment of continuous service enhancement and relationship building with the client
- Handle sensitive and/or confidential documents and information
- Perform Quality Assurance on work of others
- Train more junior staff members
- Assist peer teams in other service lines, as needed
- Complete other tasks and assignments as assigned by management
- Interact with clients in person, over the phone or electronically
- Adhere to Williams Lea policies in addition to client site policies
- Use equipment and supplies in a cost-efficient manner
Job qualifications
- Highschool diploma or equivalent required. Bachelor's degree preferred or equivalent work experience
- Minimum 4 years' experience preferably in a legal, banking or large corporate environment
- Legal records services, record-keeping, records management experience in a virtual, digital, or electronic records environment
- Skilled with records software programs for legal records services, records management, information governance, matter mobility and governance
- Advanced skill in the use of MS Office software (Word, Excel)
- Knowledge of a legal timekeeping or job tracking system is preferred
- Ability to work in a fast-paced, team environment, working both independently and collaboratively
- Ability to prioritize work, balance projects and meet deadlines in a timely manner
- Strong attention to detail with good organizational skills and emphasis on accuracy and quality, even with high volume of repetitive tasks
- Ability to handle sensitive and/or confidential documents and information
- Ability to make independent decisions that conform to business needs and policy
- Ability to troubleshoot more complex or advanced tasks, equipment, or software concerns on own; understands when to escalate a problem to a supervisory level
- Excellent verbal and written communication skills, including professional telephone and email etiquette in the face of immediate deadlines and pressure
- Must be self-motivated with positive can-do attitude
- Proven customer service skills are required to create, maintain and enhance customer relationships
- Must be able to interact effectively with multi-functional and diverse backgrounds
Statement of other duties
- This document describes the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions
Working conditions
- Position operates at sites with maximum of 24/7 operations. Individual shift requirements will vary by site
- Ability to work overtime as needed
- Work is performed in a professional work environment
- Professional attire required
- Hazards include working with office machines (computers, peripherals, copiers, faxes, scanners, bindery equipment, paper cutters, paper, toner) and cleaning supplies
- Must be able to work sitting down all or most of the time