Associate Records Analyst

RR Donnelley•Washington, DC

2d•$25 - $37

About The Position

The Records Analyst delivers customer service to clients receiving Records services, with a focus on matter mobility, digital and electronic records systems, and information governance, while supporting other general records duties as needed. The role assesses and processes records requests, creates and manages records files according to retention policies and information governance requirements, and supports the collection, review, packaging, transfer, and release of paper or electronic records. Work is performed in virtual, digital, or electronic records environments and must comply with established company and client policies, protocols, and contracted deadlines. The position involves working with clients, vendors, colleagues, and peer teams to resolve records requests and software issues, tracking assigned work, handling confidential information, and helping improve client service. It may also include coordinating team workflows, quality assurance, training junior staff, and assisting other service lines.

Requirements

High school diploma or equivalent; higher education or equivalent work experience is preferred.
At least 3 years of experience, preferably in a legal, banking, or large corporate environment.
Advanced skill with Microsoft Office, including Word and Excel.
Ability to work independently and collaboratively in a fast-paced team environment.
Ability to prioritize work, balance projects, and meet deadlines.
Strong attention to detail and organizational skills, with an emphasis on accuracy and quality while handling high volumes of repetitive tasks.
Ability to handle sensitive and confidential documents and information.
Ability to make independent decisions consistent with business needs and policy.
Ability to troubleshoot complex or advanced tasks, equipment, or software concerns and understand when to escalate issues.
Excellent verbal and written communication skills, including professional telephone and email etiquette under deadline pressure.
Self-motivated, with a positive can-do attitude.
Customer service skills to create, maintain, and enhance customer relationships.
Ability to interact effectively with people from diverse and multifunctional backgrounds.

Nice To Haves

Higher-level education or equivalent work experience.
Legal records services, record-keeping, or records management experience in a virtual, digital, or electronic records environment.
Experience with records software for legal records services, records management, information governance, matter mobility, and governance.
Knowledge of a legal timekeeping or job tracking system.

Responsibilities

Perform records services work according to established policies and procedures.
Assess job requests, identify the appropriate process for creating and managing records files, and ensure tasks are completed throughout their lifecycle.
Complete records requests proactively and in a manner that satisfies clients.
Create new records files and manage existing files in accordance with document retention policies, matter mobility, and information governance requirements.
Apply records services experience to clarify ambiguous requests and ensure compliance with established policies.
Work with records policies, digital matter mobility, digital and electronic records systems, and information governance in virtual, digital, or electronic environments.
Liaise with clients, vendors, peers, and colleagues to identify, collect, review, and package paper or electronic records for release or to troubleshoot requests.
Use software applications to process records for release and troubleshoot software problems.
Receive, triage, and process inbound paper or electronic records transfers in accordance with protocols and make them available to recipients.
Use appropriate logs or tracking software for assigned work.
Meet contracted deadlines for accepting, completing, and delivering work.
Communicate job or deadline issues to peers, a supervisor, or the client.
Support continuous service improvement and client relationship building.
Handle sensitive and confidential documents and information.
May coordinate records services, preparation, intake, and team workflow.
May perform quality assurance on others’ work and train more junior staff.
Assist peer teams in other service lines as needed and complete other assignments from management.
Interact with clients in person, by phone, or electronically.
Follow Williams Lea and client-site policies.
Use equipment and supplies cost-efficiently.