The posting
Responsibilities:
- Demonstrate agility by adapting to changing customer needs, priorities, workflows, systems, and business requirements while maintaining quality and timely service.
- Locate and verify individuals’ professional and biographical details using approved research sources.
- Locate, review, and retrieve U.S. court docket information through LexisNexis products and U.S.-based government websites.
- Assist customers by telephone and written communication with service, support, and research-related inquiries.
- Manage research and service requests from intake through completion, ensuring accurate, relevant, and timely results based on customer requirements.
- Conduct in-depth research using available LexisNexis products, tools, and resources, applying sound judgment to identify the most effective research approach.
- Locate, retrieve, and process requested legal and business documents while supporting document sales and related customer requirements.
- Accurately capture customer requirements, create and maintain requests, and ensure complete documentation throughout the request lifecycle.
- Provide clear, professional, and proactive communication, including setting expectations, providing updates, and ensuring requests are addressed through resolution.
- Maintain high standards of accuracy, attention to detail, and compliance with established procedures and quality requirements.
- Meet established productivity, turnaround time, quality, and customer experience targets while effectively prioritizing multiple requests.
- Identify requests requiring additional expertise and collaborate with appropriate teams or stakeholders to facilitate resolution.
- Follow established workflows and contribute to process improvements, documentation, and knowledge sharing that improve team efficiency and service delivery.
- Take end-to-end ownership of assigned requests, proactively address potential delays or issues, and ensure appropriate follow-through.
- Recommend products or features that may benefit the customer.
- Escalate system issues after thorough troubleshooting.
- Use approved AI-enabled tools responsibly to support research, knowledge retrieval, drafting, summarization, or workflow efficiency while validating outputs, protecting customer information, and remaining accountable for the final response or action.
- Observe recurring customer and process pain points, gather relevant examples, raise them constructively to leadership, and contribute practical improvement ideas.
- Meet quality, customer experience, productivity, compliance, and commercial activity expectations while contributing to team learning and continuous improvement.
- Has no supervisory responsibilities.
Qualifications:
- Bachelor's degree holder or Completed at least 2 years level in College (no back subjects/incomplete units)
- Minimum of 2 years BPO experience (Technical, Sales, Finance, or Legal background is a plus)
- Excellent verbal and written communication skills
- Strong interpersonal skills and can easily build and sustain trust-based relationships with all levels of the organization
- Strong analytical, quantitative and deductive reasoning skills
- Ability to think critically; looks beyond symptoms to identify causes of problems and potential trends
- Ability to work with leadership teams
- Flexible with schedule
- Highly Collaborative
- Passionate – Driven and committed to exceed goals, with energy that inspires others
- Curious – Have a passion for continuous learning and improvement
- Accountable – Get things done, takes ownership and committed to make things happen
- Team player – Think and act for the greater good and accept collective responsibility
- Courageous – Does the right thing, in the right way for the right reasons
- Customer-centric – Understands the value for customers and have customer experience at the heart of what he/she does
- Focused – ability to keep going in the face of adversity
- Adaptable and can quickly change course when required
- Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
- REPH Employee with minimum of 1-year tenure in the current role
- Must not have received any Disciplinary Action within the past 12 months
- Must not have any Attendance and Punctuality issues in the past 12 months
- Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months
- Must have a successful or above rating in the last Enabling Performance cycle
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
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