Bilingual Senior Records Representative
Location: Houston, TX 77060 Schedule: Mon-Fri 8am-5pm (Hybrid after 90 days) Position Summary As a Bilingual Senior Records Representative, you will play a key role in ensuring the timely and accurate retrieval of legal records. Your primary responsibilities will include contacting custodians, managing escalations, monitoring calls for quality assurance, and serving as a liaison between internal teams and external contacts. You will also support training efforts, handle administrative duties, and uphold our standards for exceptional customer service. Key Responsibilities
Handle escalations, email correspondence, and do-not-call list management. Answer inbound calls across multiple campaigns. Conduct 75-85 outbound calls daily to obtain and confirm record requests. Provide ongoing training to new and current employees in collaboration with the training coordinator. Monitor and evaluate call quality for records representatives to ensure compliance and service excellence. Actively track the status of records via online platforms, email, or fax on a daily basis. Log and document all custodian interactions, including complaints, inquiries, and resolutions. Locate and follow up on overdue or pending record requests using internal systems. Update contact information and perform administrative updates on outstanding requests. Organize and coordinate escalation calls and follow-up actions with supervisors. Build and maintain effective relationships with custodians, clients, and other third-party organizations. Advise custodians on required actions and strategies for records submission. Analyze issues, identify solutions, and implement resolutions independently. Act as a liaison between custodians and CSRs, ensuring fast and efficient resolution. Support and lead training for new hires and refresher training for existing staff. Perform other duties as assigned to support department goals. Requirements
Bilingual: Proficient in English and [Spanish preferred or specify language]. 2-4 years' experience in a high-volume, fast-paced customer service or collections environment (preferably B2B). Strong understanding of CRM platforms and data entry tools. High School Diploma or equivalent required; relevant college coursework or certification is a plus. Demonstrated history of stable employment and proven customer service performance. Key Skills
Excellent critical thinking and active listening abilities. Strong customer service orientation and professional communication skills. Highly detail-oriented with a strong sense of accuracy and urgency. Skilled in multitasking, prioritizing, and time management. Ability to problem-solve and work independently under minimal supervision. Comfortable with technology and navigating multiple systems. Preferred Qualifications
Experience in legal support or healthcare record retrieval. Prior team lead or senior representative experience. Familiarity with HIPAA or other privacy compliance regulations.
Location: Houston, TX 77060 Schedule: Mon-Fri 8am-5pm (Hybrid after 90 days) Position Summary As a Bilingual Senior Records Representative, you will play a key role in ensuring the timely and accurate retrieval of legal records. Your primary responsibilities will include contacting custodians, managing escalations, monitoring calls for quality assurance, and serving as a liaison between internal teams and external contacts. You will also support training efforts, handle administrative duties, and uphold our standards for exceptional customer service. Key Responsibilities
Handle escalations, email correspondence, and do-not-call list management. Answer inbound calls across multiple campaigns. Conduct 75-85 outbound calls daily to obtain and confirm record requests. Provide ongoing training to new and current employees in collaboration with the training coordinator. Monitor and evaluate call quality for records representatives to ensure compliance and service excellence. Actively track the status of records via online platforms, email, or fax on a daily basis. Log and document all custodian interactions, including complaints, inquiries, and resolutions. Locate and follow up on overdue or pending record requests using internal systems. Update contact information and perform administrative updates on outstanding requests. Organize and coordinate escalation calls and follow-up actions with supervisors. Build and maintain effective relationships with custodians, clients, and other third-party organizations. Advise custodians on required actions and strategies for records submission. Analyze issues, identify solutions, and implement resolutions independently. Act as a liaison between custodians and CSRs, ensuring fast and efficient resolution. Support and lead training for new hires and refresher training for existing staff. Perform other duties as assigned to support department goals. Requirements
Bilingual: Proficient in English and [Spanish preferred or specify language]. 2-4 years' experience in a high-volume, fast-paced customer service or collections environment (preferably B2B). Strong understanding of CRM platforms and data entry tools. High School Diploma or equivalent required; relevant college coursework or certification is a plus. Demonstrated history of stable employment and proven customer service performance. Key Skills
Excellent critical thinking and active listening abilities. Strong customer service orientation and professional communication skills. Highly detail-oriented with a strong sense of accuracy and urgency. Skilled in multitasking, prioritizing, and time management. Ability to problem-solve and work independently under minimal supervision. Comfortable with technology and navigating multiple systems. Preferred Qualifications
Experience in legal support or healthcare record retrieval. Prior team lead or senior representative experience. Familiarity with HIPAA or other privacy compliance regulations.