Kelly · 8 hours ago
Senior Records Representative
Houston, TX
Full-time
Onsite
Mid, Senior Level
2+ years expKelly is a staffing pioneer dedicated to connecting people with great job opportunities. They are seeking a Bilingual Senior Records Representative to ensure timely and accurate retrieval of legal records, manage escalations, and provide training support.
OutsourcingProfessional Services
No H1B
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
Qualification
Required
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
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
Experience in legal support or healthcare record retrieval
Prior team lead or senior representative experience
Familiarity with HIPAA or other privacy compliance regulations
Benefits
Voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability
Retirement savings plan
Service bonus and holiday pay plans (earn up to eight paid holidays per benefit year)
Transit spending account
Paid sick leave under the applicable state or local plan
Company
Kelly
We’ve been helping organizations find the people they need longer than any other company in the world.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1978-01-13IPO
Leadership Team
Chris Layden
Chief Executive Officer
N
Nicholas Zuhlke
Vice President, Controller, and Chief Accounting Officer
Recent News
Kelly Services, Inc.
2025-11-08
2025-11-08
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