Lead Records Associate

Reports to: Client Services Supervisor, Client Services Manager, or equivalent leadership.

Job Overview

The Records Lead supports and helps coordinate the daily operations of client records management services, ensuring business documents and records are accurately processed, organized, stored, and retrieved. This role provides day-to-day guidance to Records Associates, helps prioritize workloads, monitors service quality, and serves as a resource for resolving routine operational questions. The Records Lead remains hands-on with scanning, indexing, document storage, retrieval, and other records management activities while helping ensure consistent, efficient service delivery.

Duties and Responsibilities

• Coordinate daily records management activities and help prioritize incoming work, document requests, scanning, indexing, and retrieval assignments.

• Serve as a day-to-day resource for Records Associates, providing guidance, answering questions, and helping resolve routine operational issues.

• Monitor workflow and work quality to ensure documents are accurately processed, indexed, stored, and retrieved.

• Assist with training and onboarding new team members on records management procedures, systems, and client-specific processes.

• Organize and manage physical and electronic business records, documents, and files.

• Receive, sort, prepare, scan, index, and digitize documents.

• Maintain document storage systems, including filing, archiving, labeling, tracking, and organizing records.

• Process document requests by locating, retrieving, distributing, and returning records.

• Ensure accurate data entry into records management systems and that documents are stored according to established procedures.

• Assist with records inventories, file audits, retention schedules, and the management of active and inactive records.

• Ensure the secure and confidential handling of business documents and sensitive information.

• Coordinate document storage, transfers, and retrievals while maintaining tracking or chain-of-custody records when required.

• Respond to inquiries regarding document requests, retrievals, and records management services.

• Receive, sort, and distribute incoming mail and packages; process outgoing mail and shipments as needed.

• Notify employees of deliveries and maintain package tracking information.

• Submit work orders and service requests as necessary.

• Help ensure established procedures, service standards, and confidentiality requirements are consistently followed.

• Identify workflow challenges, service gaps, and opportunities to improve efficiency; communicate recommendations to management.

• Assist management with tracking workloads, service requests, and operational reporting as needed.

• Maintain a clean, organized, and professional workspace.

• Identify and proactively complete additional tasks during periods of lower activity.

• Build and maintain positive working relationships with client employees, visitors, and colleagues.

• Provide cross-functional support for reception, concierge, mailroom, and other office services as needed.

• Escalate complex issues, service concerns, document discrepancies, or sensitive records-related matters to the appropriate manager.

• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent required.

• 2–3 years of relevant experience in records management, document processing, scanning, filing, archiving, or administrative support.

• Prior experience providing day-to-day guidance, training, or support to coworkers preferred.

• Experience coordinating workloads or prioritizing daily operational tasks preferred.

• Experience with electronic document or records management systems preferred.

• Familiarity with scanning, indexing, data entry, file organization, and document retrieval processes.

• Proficiency with Microsoft Office applications and the ability to learn client-specific software and systems.

• Strong organizational, communication, and problem-solving skills.

• Ability to manage multiple priorities, meet deadlines, and work independently with minimal supervision.

• Ability to take initiative, exercise sound judgment, and serve as a resource for others.

• Demonstrated attention to detail and commitment to accuracy and confidentiality.

• Ability to work assigned hours and maintain a professional appearance while adhering to SPS and client policies.

Competencies

• Customer Service: Demonstrates a commitment to providing responsive, professional service and maintaining positive client relationships.

• Leadership and Team Support: Provides guidance, training, and day-to-day support to colleagues while encouraging teamwork and accountability.

• Organization and Attention to Detail: Maintains accurate records, organized workspaces, and consistent documentation.

• Communication: Communicates clearly and professionally with clients, colleagues, and management.

• Confidentiality: Exercises discretion and handles business records and sensitive information appropriately.

• Initiative and Problem Solving: Identifies challenges, takes ownership of routine issues, and recommends practical solutions.

• Adaptability: Adjusts to changing priorities, workloads, and client needs.

Physical Requirements

• Approximately 50% of the workday may involve grasping, lifting, carrying, or moving packages, files, and records, including the use of wheeled carts.

• Ability to lift and move up to 40 pounds, with or without reasonable accommodation.

• Ability to frequently walk, bend, kneel, stand, and sit throughout the workday.

• Manual dexterity to operate computers, scanners, printers, copiers, and other office equipment.

Other Duties

This job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to modify, add, or remove duties as business needs require.