divh2Senior Records Representative/h2pJob Title: Bilingual Senior Records Representative Location: Houston, TX 77060 Schedule: Mon-Fri 8am-5pm (Hybrid after 90 days)/ppPosition Summary/ppAs 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./ppKey Responsibilities/pulliHandle escalations, email correspondence, and do-not-call list management./liliAnswer inbound calls across multiple campaigns./liliConduct 75-85 outbound calls daily to obtain and confirm record requests./liliProvide ongoing training to new and current employees in collaboration with the training coordinator./liliMonitor and evaluate call quality for records representatives to ensure compliance and service excellence./liliActively track the status of records via online platforms, email, or fax on a daily basis./liliLog and document all custodian interactions, including complaints, inquiries, and resolutions./liliLocate and follow up on overdue or pending record requests using internal systems./liliUpdate contact information and perform administrative updates on outstanding requests./liliOrganize and coordinate escalation calls and follow-up actions with supervisors./liliBuild and maintain effective relationships with custodians, clients, and other third-party organizations./liliAdvise custodians on required actions and strategies for records submission./liliAnalyze issues, identify solutions, and implement resolutions independently./liliAct as a liaison between Custodians and CSRs, ensuring fast and efficient resolution./liliSupport and lead training for new hires and refresher training for existing staff./liliPerform other duties as assigned to support department goals./li/ulpRequirements/pulliBilingual: Proficient in English and [Spanish preferred or specify language]./lili2-4 years experience in a high-volume, fast-paced customer service or collections environment (preferably B2B)./liliStrong understanding of CRM platforms and data entry tools./liliHigh School Diploma or equivalent required; relevant college coursework or certification is a plus./liliDemonstrated history of stable employment and proven customer service performance./li/ulpKey Skills/pulliExcellent critical thinking and active listening abilities/liliStrong customer service orientation and professional communication skills/liliHighly detail-oriented with a strong sense of accuracy and urgency/liliSkilled in multitasking, prioritizing, and time management/liliAbility to problem-solve and work independently under minimal supervision/liliComfortable with technology and navigating multiple systems/li/ulpPreferred Qualifications/pulliExperience in legal support or healthcare record retrieval/liliPrior team lead or senior representative experience/liliFamiliarity with HIPAA or other privacy compliance regulations/li/ul/div