**Job Title: Bilingual Senior Records Representative** **Locat** **ion: Houston, TX 77060** **Schedule: Mon-Fri 8am-5pm (Hybrid after 90 days)** **Position Summary** As 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. **Key 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. **Requirements** + **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. **Key Skills** + 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 Qualifications** + Experience in legal support or healthcare record retrieval + Prior team lead or senior representative experience + Familiarity with **HIPAA** or other privacy compliance regulations **Please come into Houston North Branch to be placed on assignment : Recruiter Shavon** Address : 333 N Sam Houston Pkwy E #125, Houston, TX 77060 As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here (https://www.mykelly.com/help-support-working-with-kelly-us/#Benefits) for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community. Trust the office staffing pioneer. Finding the right job isn’t always easy. Kelly ® Professional & Industrial takes the guesswork out of your job search by connecting you with great opportunities that work for you. That means your schedule, your interests, and your career plan. In fact, our company created the staffing industry with the goal of connecting people with great office jobs—so you could say we’re pretty good at it! About Kelly Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year. Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly’s Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.