Expert Witness Research Analyst

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
• Must be in current role for 1 year
• 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

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