Lead Records Associate

RR Donnelley•New York, NY

4d•Onsite

About The Position

The Lead Records Associate is a member of the Williams Lea team delivering exceptional customer service to our clients. Responsibilities include, but are not limited to, fulfilling client records and information governance requests, file and database maintenance or matter mobility using physical, digital and electronic records systems, assignment of special projects, or general office duties as needed. The Records Lead will coordinate workflow and oversee a small team in the HR Information System.

Requirements

Highschool diploma or equivalent required.
Minimum 4 years’ experience preferably in a legal, banking or large corporate environment
Demonstrated experience leading team members
Advanced skill in legal records services, record-keeping, records management, information governance, matter mobility in a physical, virtual, or electronic records environment
Advanced skill with records software programs supporting legal records services, including strength in alpha-numeric filing formats
Strong knowledge in records terminology (terms of media, category, standard title, etc.), file management and retention procedures
Advanced skill in the use of MS Office software (Word, Excel)
Ability to use HR Information systems, timekeeping, and job tracking systems
Ability to check work of other team members as part of the established quality assurance (QA) procedure
Ability to coordinate and maintain relationships with external vendors
Ability to work in a fast-paced, team environment, working both independently and collaboratively
Ability to prioritize work, balance projects and meet deadlines in a timely manner
Strong attention to detail with good organizational skills and emphasis on accuracy and quality
Ability to handle sensitive and/or confidential documents and information
Ability to make independent decisions that conform to business needs and policy with little oversight
Ability to troubleshoot more complex or advanced tasks, equipment, or software concerns on own; understands when to escalate a problem to a supervisory level
Excellent verbal and written communication skills, including professional telephone and email etiquette in the face of immediate deadlines and pressure
Must be self-motivated with positive can-do attitude
Proven customer service skills are required to create, maintain and enhance customer relationships
Must be able to interact effectively with multi-functional and diverse backgrounds

Nice To Haves

Bachelor’s degree preferred or equivalent work experience

Responsibilities

Use established customer service skills to provide job intake, prioritize jobs, and delegate duties to team members according to policies, procedures and client needs
Thoroughly assess job request and identify correct process needed to create and manage service requests
Direct Quality Assurance process to maintain efficient workflow and assure client satisfaction
Utilize appropriate logs and/or tracking software for all assigned work, and monitor the work produced by the team to ensure quality throughout task lifecycle
Ensure self and team provide outstanding service to client, build strong customer relationships, meet contracted deadlines for accepting, completing, and delivering all work to client satisfaction
Lead team members in completing large or complex jobs i.e. large numbers and/or complex requests
Use extensive knowledge and judgment in records services to navigate unclear requests to ensure compliance with established policies for retention, matter mobility and information governance; provide guidance to team members when interacting with clients on the same
Act as a subject matter expert regarding the records management database, records policies and procedures
Interface and liaise with clients and vendors, peers and other colleagues for any records requests or records software requests
Lead projects, as needed
Produce required reports on schedule
Suggest improvements to established procedures
Resolve operational problems, and communicate with peers, supervisor or client on job or deadline issues
Train new or junior staff members
Help foster a proactive environment of continuous service enhancement and relationship building with the client
Process tasks and conduct activities for direct reports in HR Information System, most often for Time and Absence-keeping, or others as required.
Handle sensitive and/or confidential documents and information
Assist peer teams in other service lines, as needed
Complete other tasks and assignments as assigned by management
Professionally interact with clients in person, over the phone or electronically
Adhere to Williams Lea policies in addition to client site policies
Use equipment and supplies in a cost-efficient manner
Be able to lift up to 50 lbs. on a regular basis, including but not limited to pushing carts of files and lifting boxes of files