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Records Representative  

Category Operations  

Working within our records retrieval department, the Expediting Representative will communicate 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.

Job Duties:

  • Conduct 85 - 100 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.
  • Make quality outgoing calls daily based on assigned call log.
  • 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 changes.
  • Organize follow-up phone calls and maintain schedule of escalating files to 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.
  • 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

Position Requirements  
Full-Time/Part-Time Full-Time  
Exempt/Non-Exempt Non-Exempt  
Req Number OPE-19-00093  
Location Houston, TX - Expediting  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently not accepting applications.

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