Expert Witness Research Analyst

Reed Elsevier Shared Services (Philippines) Inc Company; Manila; On-site; PHP 446,000 - 670,000; Full time

Job summary

RELX Philippines is hiring for a research and information specialist to support customers with high-quality, timely results. You will locate and verify biographical details, retrieve court information, and respond via phone or email, ensuring accuracy and compliance.

The role emphasizes agile collaboration, continuous learning, and responsible use of AI tools to accelerate workflows while protecting client data in a busy BPO environment in Manila.

Qualifications

• BPO experience required; technical, sales, finance or legal background a plus.
• Strong verbal and written communication skills are essential.
• Analytical thinking and ability to identify root causes and trends.

Responsibilities

• Adapt to changing customer needs and priorities while delivering quality service.
• Locate and verify professionals' details using approved sources.
• Review and retrieve U.S. court docket information via LexisNexis and govt sites.
• Assist customers by phone and written communication with inquiries.
• Manage requests from intake to completion with accurate results.
• Conduct in-depth research using LexisNexis tools and resources.
• Maintain documentation and provide proactive status updates.
• Follow workflows and contribute to process improvements.
• Take end-to-end ownership and escalate system issues when needed.
• Support enterprise AI tool adoption while protecting data integrity.

Skills

BPO experience

Communication skills

Analytical skills

Team collaboration

AI tools learning

Education

Bachelor's degree

Job description

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

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. We are committed to providing a fair and accessible hiring process.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive. Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions. Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.