The Document Coordinator I, 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:
- Accomplish 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: Conduct accurate assessment of job requests, including turnaround time; 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 Supervisor all issues that may interfere with service delivery
- Forward client feedback to the Supervisor
- Well-versed in all Department Service Lines
- Consistently achieve individual targets, priorities, and developmental objectives aligned with the department's and Firm's direction
- 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
- 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 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
- Alert clients to potential problems/issues ahead of time and offer possible solutions or alternative approaches
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
- Able 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
- Able to establish and maintain effective working relationships; a team player
- Able to collaborate and communicate effectively with people from different cultures and various levels of the organization
