Document Coordinator, Document Services

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.

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

• 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
• 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