Lead Records Associate

Company Description

RRD provides marketing, packaging, print, and business services to the world’s most respected brands. The company’s proprietary technology, advanced data analytics, and expertise fuel organizational decision-making from strategy through execution, delivering sustainable solutions with the lowest possible environmental impact. Global organizations and regulated industries trust RRD to reduce complexity and drive audience connections across the entire customer journey.

Job Description

Schedule: Monday - Friday 8:00am - 5:00pm

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.

Job duties

(* denotes an “essential function”)

• *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

Qualifications

• Highschool diploma or equivalent required. Bachelor’s degree preferred or equivalent work experience
• 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

Additional Information

The salary range for this role at the noted RRD location is $23.32 - $34.09 / hour. Starting pay decisions are determined based on multiple factors including but not limited to relevant education, qualifications, skills, experience, certifications, proficiency, performance, shift, location, and other business needs. Typically, roles follow step progressions to a target rate or set increments over time. Depending on the role, in addition to the hourly rate of pay, the total compensation package may also include overtime, shift differential, call-in, and/or stand-by pay. RRD’s benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts.

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All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.

RRD is an Equal Opportunity Employer, including disability/veterans