Senior Records Representative - U.S. Legal Support : Job Details

Come join one of the fastest growing legal services companies in the United States!

U.S. Legal Support is a privately held company with over 12,000 on-demand offices across the United States. As one of the leading providers of litigation services, U.S. Legal Support is the only litigation support company that provides a full suite of court reporting solutions, record retrieval, interpreting & translations, trial services and transcription services to law firms, major corporations, and insurance companies nationwide.

The general duties as a Records Representative Senior for U.S. Legal Support include communicating with a group of custodians via phone to confirm US Legal Support's request for records was received. Representatives will then follow-up to ensure timely receipt of requested in-house records and legal documents while promoting US Legal Supports standards of quality and customer service.

• Responsible for escalations, emails, and “do not call” list

• Responsible for answering inbound calls from all campaigns.

• Trains new and current employees in partnership with training coordinator
• Responsible for monitoring Records Representative calls for quality
• Conduct 75-85 outbound calls per day to organizations as part of a performance-based environment
• Capable of prioritizing assigned tasks and functions in a timely manner
• Communicate with persons and custodians outside the organization via telephone and other communication mediums
• Keep detailed records of custodian interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
• Obtain status of records via online, email or fax daily
• Locate, monitor, and act on overdue requests, using computers and a variety of automated systems
• Perform various administrative functions for assigned outstanding requests, such as recording address and phone number changes
• Organize follow-up, escalation phone calls and coordinate with supervisor
• Establish and maintain effective and cooperative working relationships with assigned customers/clients/custodians and organizations
• Advise custodians of necessary actions and strategies for record collections
• Check to ensure that appropriate changes were made to resolve custodial problems
• Analyze information and evaluate results and choose the best solution and solve problems
• Be a liaison between custodian and CSR to ensure a fast and efficient manner in obtaining records
• Conduct training for new hires and re-training for current staff members as needed
• Perform other assigned task and duties necessary to support the Department

• 2-4 years of experience in a fast-paced customer service contact environment (business to business)
• Proven history of success in collections and/or customer service (preference given to candidates who have a stable work history with minimal job change)
• Customer Relationship Management software (CRM) experience
• High School Diploma or equivalent required, relevant college course work/certification preferred

We offer our Data Entry Specialist family and pet friendly benefits including Medical, Dental, Vision, Parental Leave, LifeLock and many more!

The following information aims to provide potential candidates with a better understanding of the requirements for this role.

PI7380b3cfd7c8-36310-#######0