Senior Records Representative

Key Responsibilities

• 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.

Education & Experience

• 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.

Perks & 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.