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 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 experience in records services to navigate unclear requests to ensure compliance with established policies for retention, matter mobility and information governance *Understand intermediate to complex workings of records policies, digital matter mobility, digital and electronic records systems, and 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*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 issuesHelp foster a proactive environment of continuous service enhancement and relationship building with the clientHandle sensitive and/or confidential documents and informationMay assist with coordination of records services, preparation, intake, and workflow within teamMay perform Quality Assurance on work of othersMay train more junior staff membersAssist peer teams in other service lines, as neededComplete other tasks and assignments as assigned by managementInteract with clients in person, over the phone or electronicallyAdhere to Williams Lea policies in addition to client site policiesUse equipment and supplies in a cost-efficient manner

Job qualifications

Highschool diploma or equivalent required. Higher level education preferred or equivalent work experienceMinimum 3 years’ experience preferably in a legal, banking or large corporate environmentLegal records services, record-keeping, records management experience in a virtual, digital, or electronic records environment preferredExperience with records software programs for legal records services, records management, information governance, matter mobility and governanceAdvanced skill in the use of MS Office software (Word, Excel)Knowledge of a legal timekeeping or job tracking system is preferredAbility to work in a fast-paced, team environment, working both independently and collaborativelyAbility to prioritize work, balance projects and meet deadlines in a timely mannerStrong attention to detail with good organizational skills and emphasis on accuracy and quality, even with high volume of repetitive tasksAbility to handle sensitive and/or confidential documents and information Ability to make independent decisions that conform to business needs and policyAbility to troubleshoot more complex or advanced tasks, equipment, or software concerns on own; understands when to escalate a problem to a supervisory levelExcellent verbal and written communication skills, including professional telephone and email etiquette in the face of immediate deadlines and pressureMust be self-motivated with positive can-do attitudeProven customer service skills are required to create, maintain and enhance customer relationshipsMust 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 siteAbility to work overtime as neededWork is performed in a professional work environmentProfessional attire requiredHazards include working with office machines (computers, peripherals, copiers, faxes, scanners, bindery equipment, paper cutters, paper, toner) and cleaning suppliesMust be able to work sitting down all or most of the time