Associate Records Analyst

RR Donnelley•Washington, DC

About The Position

The Records Analyst delivers customer service to clients in Records services, specializing in matter mobility, digital and electronic records systems, and information governance, while supporting other general records duties as needed. The role processes records requests and transfers according to established policies and procedures, manages files under document retention policies, and helps ensure that paper and electronic records are identified, collected, reviewed, packaged, and made available to recipients. The analyst works with clients, vendors, peers, and colleagues, handles sensitive or confidential information, meets contracted deadlines, and supports continuous service improvement. The role may also assist with team coordination and workflow, quality assurance, training junior staff, and work in other service lines as needed.

Requirements

High school diploma or equivalent.
At least 3 years of experience, preferably in a legal, banking, or large corporate environment.
Advanced skills using Microsoft Office, including Word and Excel.
Ability to work in a fast-paced team environment, independently and collaboratively.
Ability to prioritize work, balance projects, and meet deadlines.
Strong attention to detail and organizational skills, with an emphasis on accuracy and quality during high-volume repetitive tasks.
Ability to handle sensitive or confidential documents and information.
Ability to make independent decisions that conform to business needs and policy.
Ability to troubleshoot complex or advanced tasks, equipment, or software concerns independently and recognize when to escalate.
Excellent verbal and written communication skills, including professional telephone and email etiquette under deadline pressure.
Self-motivated, positive, can-do attitude.
Proven 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 programs 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 completion throughout the task lifecycle.
Complete records requests proactively and to client satisfaction.
Create new records files and manage existing files according to document retention policies, matter mobility, and information governance requirements.
Navigate unclear requests while maintaining compliance with policies for retention, matter mobility, and information governance.
Apply knowledge of records policies, digital matter mobility, digital and electronic records systems, and information governance in virtual, digital, or electronic records environments.
Work with clients, vendors, peers, and colleagues to identify, collect, review, and package paper or electronic records for release, or troubleshoot records requests.
Use multiple software applications to manage records and troubleshoot software problems.
Receive, triage, and process inbound paper or electronic records transfers in compliance with protocols, making records 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 clients.
Foster continuous service enhancement and relationship building with clients.
Handle sensitive and confidential documents and information.
Assist with coordination of records services, preparation, intake, and team workflow as needed.
Perform quality assurance on others' work and train more junior staff members as needed.
Assist peer teams in other service lines as needed and complete other management-assigned tasks.
Interact with clients in person, by phone, or electronically.
Follow Williams Lea and client-site policies.
Use equipment and supplies cost-efficiently.