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Role purpose

To handle job requests such as intermediate to complex word processing, voice file transcription, and other requests. The role-holder 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. They can be assigned to conduct peer reviews to ensure consistent output quality among Document Coordinators.

Main responsibilities

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
• l 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 applies 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 offers possible solutions or alternative approaches

Client Care

• Build good working relationships with clients and handles their concerns promptly and professionally, in keeping with client service principles
• In case of an escalation or complaint, send an acknowledgment email, 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

Technical skills, qualifications, and experience

• 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
• Able 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
• Able to establish and maintain effective working relationships; a team player
• Able to collaborate and communicate effectively with people from different cultures and various levels of the organization

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