Records Specialist

RSR Group•Winter Park, FL

14h

About The Position

This position is responsible for obtaining and updating all customer information, such as account applications, Federal Firearms Licenses (FFLs), State Occupational Tax stamps (SOTs), state licenses, and state resale certificates; establishing new customer accounts; and communicating with current and potential customers, service professionals, vendors, and other departments.

Requirements

Must be able to effectively communicate, verbally and in writing, with customers and co-workers
Proficient in Microsoft Word and Excel or similar applications
Strong multi-tasking, organizational, and follow-up skills are required
Requires a high level of accuracy and attention to detail

Responsibilities

Monitor a shared inbox and the Records Portal in Apps for applications and documents submitted by potential customers
Verify that all new account documents have been received and meet account requirements, including validating resale certificates as applicable
Enter FFLs, SOTs, state licensing information and resale certificate numbers as applicable
Enter customers’ business information into the lead generation system
Create electronic customer files
Assist with requests for current documents from other departments so pending orders may be processed
Remove inaccurate FFLs due to entity, address or ownership changes when notified by customers or other departments
Update customer accounts to reflect updated FFLs/FFL extension letter verifications, SOTs, state licensing information, resale certificate number, and/or address, entity, owner, or name changes
Process documents or notes submitted by customers via the website Records Portal
Close customer accounts as directed by other departments
Monitor LoginRequest inbox and promptly provide password reset information
Follow up with potential customers to request additional documentation required based on customer set-up type and location
Maintain follow-up logs for documentation required for current customers due to account changes and follow up with these customers to ensure the documents are received
Serve as a back-up for the other Records Specialist, which includes checking the Dropships inbox at least once an hour and following up on FFL discrepancies
Function as one of the operators for the Records ring group, answering Records-related questions, and one of the secondary phone operators, directing incoming calls to the appropriate person
Assist with special projects as needed