Job Description:
• Serve as the primary point of escalation for complex, aging, or high-priority cases within an assigned book of business, monitoring case status and proactively resolving issues that impact turnaround time, quality, or client satisfaction
• Communicate directly with clients on escalated matters, providing timely updates, resolution plans, and ensuring all orders are processed accurately and in compliance with client requirements and internal procedures
• Provide day-to-day oversight, coaching, and performance management for Records Retrieval Specialists, identifying trends and addressing gaps in productivity and quality
• Support onboarding and training of new RRS team members and foster a culture of accountability, continuous improvement, and high-quality work
• Review and manage aging orders within defined timelines, conduct quality reviews of retrieval activity, and identify process inefficiencies with actionable improvement recommendations
• Analyze performance data and case metrics to identify risks and trends, track KPIs, and deliver regular status reports to the Records Collection Department Manager
• Partner with the Department Manager, internal stakeholders, and cross-functional teams including legal, compliance, and client services to ensure alignment on priorities, procedures, and client expectations
Requirements:
• 3+ years of experience in records retrieval, litigation support, legal operations, or a related field
• 1+ years in a team lead, supervisory, or senior individual contributor role
• Demonstrated ability to manage competing priorities and complex workloads in a deadline-driven environment
• Strong written and verbal communication skills, including experience communicating with clients on sensitive or escalated matters
• Proficiency in case management systems, document management platforms, or similar operational tools
• Strong analytical skills with the ability to interpret data and translate findings into actionable steps
• High attention to detail and commitment to accuracy and compliance.
Benefits:
• People-Focused Culture
• Competitive Pay & Quarterly Incentives
• Comprehensive Benefits, 401k & Wellbeing Programs (link for details)
• Paid Time Off & Holidays
• Professional Development & Career Growth Opportunities