Records Workflow Coordinator

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

The Records Workflow Coordinator is a member of the Williams Lea team delivering exceptional customer service to our clients. Responsibilities include, but are not limited to file and database maintenance, fulfilling client record requests and general office duties as needed. The Records Workflow Coordinator will perform records tasks, as required, with little to no supervision. Additional responsibilities include workflow coordination amongst the Records team, and assignment of special projects, as needed.

Job duties

(* denotes an “essential function”)

• *Coordinate workflow within the team, prioritizing jobs and delegating work requests to associates 
• *Using advanced customer service skills, provide job intake for records services work according to established policies and procedures and client needs
• *Monitor workflow to ensure jobs are completed efficiently, accurately and within deadlines
• *Locate, retrieve and prepare records files for client requesters or vendors, independently complete records services work tasks according to record and document retention policies, including following up on the proper return, collect, and refiling of records
• *Conduct and review data entry into records management database
• *Assist the team in completing large or complex jobs i.e. large numbers and/or complex requests
• *Direct Quality Assurance process to maintain efficient workflow and assure client satisfaction
• *Produce required reports on schedule
• *Train new team members
• *Utilize appropriate logs and/or tracking software for all assigned work
• *Communicate and know when to escalate with peers, supervisor or client on job or deadline issues
• Help foster a proactive environment of continuous service enhancement and relationship building with the client
• 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

• High school diploma or equivalent required. Higher level education preferred or equivalent work experience
• Minimum 3 years’ experience preferably in a legal, banking or large corporate environment
• General knowledge of records terminology (terms of media, category, standard title) with experience in legal records services, record-keeping, records management and information governance 
• Skilled in records software programs for legal records services, records management or record-keeping, including strength in alpha-numeric filing formats
• Advanced knowledge and understanding of file management and retention procedures
• Advanced skill in the use of MS Office software (Word, Excel)
• Proven ability to coordinate workflow and use timekeeping or job tracking system
• 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 $21.97-31.20 / 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.

  Shift:  Monday - Friday 8:30 AM - 5:30 PM

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At RRD, we value innovation, authenticity, and integrity. To uphold the security and fairness of our hiring process, we ask that candidates refrain from using AI tools during interviews to ensure an authentic and secure experience. We appreciate your cooperation as we work to maintain a transparent and equitable hiring process.

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