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.
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
- 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) the 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 in 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 promptly and professionally, in keeping with client service principles
- In case of an escalation or complaint, send an acknowledgment email, collate facts, prepare an incident report within the agreed timelines, and provide a recommendation to prevent the problem from recurring
- Confirms all discussions and agreements with clients in writing
Skills and Experience:
- 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 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
Read Full Description