Lead Document Management Processor

The work we do has an impact on millions of lives, and you can be a part of it.We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.


Protective’s Corporate Mail Center is seeking a Lead Document Management Processor who is passionate about delivering a best-in-class customer experience.  The Lead Document Management Processor is accountable for effectively supporting the delivery of service to internal and external customers while acting as a subject matter expert on key processes in a dynamic, customer-oriented operations department to achieve targeted customer and business outcomes.  

Responsibilities:

• Manages team members and facilitate performance of their daily tasks, assisting as necessary. This includes scanning papers, inserting letters, working with carriers such as UPS, USPS and FedEx, and internal and external deliveries to meet daily metrics.
• Becomes a subject-matter expert on all Mailroom processes and answers team member questions regarding them.
• Acts as the point of contact for handling customer escalations and complex scenario resolution.
• Advocates for solutions to address root causes of common or high impact customer problems through partnership with teams across the enterprise.
• Establishes relationships and drives communication to facilitate open dialogue and trust.
• Communicates between leadership, peers and business partners across the organization.
• Creates and maintains job aids and other documents that define steps for processing the work done within the respective delivery verticals.  
• Performs production work, as required, to support achievement of service level targets.
• Creates monthly performance reports and shares them with our internal analytics support team.
• Manages Inventory and works directly with external vendors.
• Works with Corporate Accounting to enter Purchase Orders into SAP Software
• Completes other tasks as needed to meet production metrics, and works overtime as assigned.

Role Requirements:

• Understanding of most Document Management processes and systems at an advanced or expert level. 
• Aptitude for technology and experience operating in a multi-system environment.
• Experience with machine hardware maintenance.
• Knowledge of or interest in learning postal and federal policies, statutes, procedures and regulations related to mail.
• Strong time management and organizational skills.
• Strong communication skills and ability to provide feedback to internal and partner teams.
• Flexibility to independently work with others in a wide variety of circumstances.
• Valid Driver's License and clean driving record.
• Ability to lift 50 pounds and push or pull pallets throughout the building if needed.
• Ability to work additional hours on a flexible schedule, including occasional weekends.

Softwares Utilized:

• NextGen
• Life Com
• App Extender
• Content Manager on Demand (CMod)
• UPS
• FedEx
• Pitney Bowes
• Agissar
• SAP 

Employee Benefits:  We aim to protect our employees' wellbeing through a broad benefits offering. For example, we protect physical wellbeing through health, dental and vision insurance. We protect mental wellbeing through mental health benefits and an employee assistance program. We protect time away from work with a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). We protect financial wellbeing through contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.    Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.
Diversity and Inclusion: At Protective, we are committed to providing an inclusive culture where all employees are able to fully contribute and thrive. Our goal is to grow and develop our people, attract diverse talent and support strong, diverse communities.
We support diversity, equity, and inclusion by working to develop a culture of inclusion and belonging led by leaders who develop potential and embrace unique skills and abilities. Our aim is to create an equitable and accountable environment for all leaders and employees that will drive performance and impact business strategy. In this way, we can increase overall diversity for leadership roles and pipelines of talent by maturing our hiring practices, robust development opportunities and foc