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Records Representative – Legal Services

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full-time

Posted on:

Location Type: Office

Location: Houston • Texas • United States

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About the role

  • Respond to inbound and outbound calls and emails while managing escalations and the “do not call” list.
  • Communicate with custodians to confirm receipt of record requests and ensure timely delivery.
  • Establish and maintain effective and cooperative working relationships with customers, clients, and custodians.
  • Advise custodians on necessary actions and strategies for record collections.
  • Act as a liaison between custodians and Customer Service Representatives to facilitate efficient record retrieval.
  • Track and update records using CRM software, ensuring accuracy and compliance.
  • Monitor outstanding requests and overdue records, taking appropriate action for resolution.
  • Maintain detailed documentation of custodian interactions, inquiries, and resolutions.
  • Organize follow-ups, escalation calls, and coordinate with supervisors as needed.
  • Ensure that all processes align with company policies and quality standards.

Requirements

  • 2-4 years of experience in a fast-paced customer service contact environment (B2B preferred).
  • Proven success in collections and/or customer service with a stable work history.
  • Customer Relationship Management (CRM) software experience required.
  • High School Diploma or equivalent required; relevant college coursework or certification preferred.
Benefits
  • Medical, Dental, and Vision insurance.
  • 401(k) with company match.
  • Paid Time Off (PTO) and 9 paid holidays.
  • Paid Parental Leave.
  • Short- and Long-Term Disability.
  • Employee Assistance Program.
  • Flexible Spending Accounts and Commuter Benefits.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
record collectionscustomer servicedocumentationescalation managementrecord retrievalinbound callsoutbound callsemail communicationCRM softwarecompliance
Soft Skills
communicationrelationship buildingorganizational skillsproblem-solvingteam collaborationcustomer focusattention to detailtime managementadaptabilityconflict resolution
Certifications
High School Diplomarelevant college courseworkcertification in customer service