Senior Records Representative

U.S. Legal Support • Houston, TX

19h • Onsite

About The Position

As a Senior Records Representative, you will serve as a key resource within the Records department, supporting the successful retrieval of medical, billing, employment, and other records critical to our clients' legal matters. In this role, you'll build strong relationships with custodians, clients, and internal teams while managing escalations, supporting training efforts, and ensuring records requests are handled accurately and efficiently. The ideal candidate is highly organized, customer-focused, and able to manage multiple priorities while maintaining a strong attention to detail.

Requirements

• 2-4 years of experience in a high-volume customer service, contact center, or records-related environment.
• Experience using Customer Relationship Management (CRM) software.
• Strong communication and interpersonal skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple tasks and priorities simultaneously.
• High School Diploma or equivalent.
• Candidates must be legally authorized to work in the United States.

Nice To Haves

• Business-to-business (B2B) customer service experience.
• Records retrieval, collections, medical records, or legal support experience.
• Relevant college coursework, certifications, or professional training.
• Experience supporting escalations or mentoring team members.

Responsibilities

• Respond to inbound and outbound calls, emails, and inquiries while providing exceptional customer service.
• Manage escalated customer and custodian concerns and work toward timely resolution.
• Communicate with custodians to confirm receipt of record requests and facilitate timely fulfillment.
• Build and maintain positive working relationships with customers, clients, custodians, and internal stakeholders.
• Educate custodians on requirements and next steps needed to successfully process records requests.
• Serve as a liaison between custodians and Customer Service Representatives to support efficient record retrieval.
• Maintain and manage "Do Not Call" lists and communication preferences as required.
• Track, monitor, and update records requests within CRM and workflow management systems.
• Proactively manage outstanding requests and overdue records to ensure timely resolution.
• Coordinate follow-up communications with custodians and clients regarding request status.
• Accurately document interactions, inquiries, and resolutions within company systems.
• Support quality assurance efforts by ensuring data accuracy and compliance with company procedures.
• Escalate complex issues appropriately and collaborate with leadership on resolution strategies.
• Ensure adherence to company policies, service standards, and turnaround expectations.
• Serve as a resource for team members by assisting with difficult cases and complex customer situations.
• Support onboarding and training efforts for new Records Representatives.
• Share best practices and provide guidance on workflow processes and customer service standards.
• Foster collaboration and contribute to a positive team environment focused on continuous improvement.

Benefits

• Competitive compensation package
• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off (PTO)
• 9 Paid Holidays
• Paid Parental Leave
• Short-Term and Long-Term Disability Coverage
• Employee Assistance Program (EAP)
• Flexible Spending Accounts (FSA)
• Commuter Benefits
• Professional development and career growth opportunities
• Collaborative and supportive team environment

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED