Senior Records Representative

Company: U.S Legal Support
Location: Houston
Posted on: October 17, 2024

Job Description:

Come join one of the fastest growing legal services companies in the United States! U.S. Legal Support is a privately held company with over 12,000 on-demand offices across the United States. As one of the leading providers of litigation services, U.S. Legal Support is the only litigation support company that provides a full suite of court reporting solutions, record retrieval, interpreting & translations, trial services and transcription services to law firms, major corporations, and insurance companies nationwide. The general duties as a Records Representative Senior for U.S. Legal Support include communicating with a group of custodians via phone to confirm US Legal Support's request for records was received. Representatives will then follow-up to ensure timely receipt of requested in-house records and legal documents while promoting US Legal Supports standards of quality and customer service. Essential Job Functions:

• Responsible for escalations, emails, and "do not call" list
  • Responsible for answering inbound calls from all campaigns.
    • Trains new and current employees in partnership with training coordinator
    • Responsible for monitoring Records Representative calls for quality
    • Conduct 75-85 outbound calls per day to organizations as part of a performance-based environment
    • Capable of prioritizing assigned tasks and functions in a timely manner
    • Communicate with persons and custodians outside the organization via telephone and other communication mediums
    • Keep detailed records of custodian interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
    • Obtain status of records via online, email or fax daily
    • Locate, monitor, and act on overdue requests, using computers and a variety of automated systems
    • Perform various administrative functions for assigned outstanding requests, such as recording address and phone number changes
    • Organize follow-up, escalation phone calls and coordinate with supervisor
    • Establish and maintain effective and cooperative working relationships with assigned customers/clients/custodians and organizations
    • Advise custodians of necessary actions and strategies for record collections
    • Check to ensure that appropriate changes were made to resolve custodial problems
    • Analyze information and evaluate results and choose the best solution and solve problems
    • Be a liaison between custodian and CSR to ensure a fast and efficient manner in obtaining records
    • Conduct training for new hires and re-training for current staff members as needed
    • Perform other assigned task and duties necessary to support the DepartmentRequirements:
      • 2-4 years of experience in a fast-paced customer service contact environment (business to business)
      • Proven history of success in collections and/or customer service (preference given to candidates who have a stable work history with minimal job change)
      • Customer Relationship Management software (CRM) experience
      • High School Diploma or equivalent required, relevant college course work/certification preferredWe offer our Data Entry Specialist family and pet friendly benefits including Medical, Dental, Vision, Parental Leave, LifeLock and many more!
        
        
        
        
        
        
        
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Keywords: U.S Legal Support, Port Arthur , Senior Records Representative, Other , Houston, Texas