Customer Support Associate

CSA Customer Service Duties:

• Assist CSR with client communications/correspondence as needed to obtain records.
• Assist status clients on client action needed (i.e. fees, film breakdowns, authorizations, no records, etc.).
• Assist with CSR ADR.
• Incoming invoices/correspondence.
• Handle field/agent calls/emails.
• Research bad location contact information; unable to locate locations
• Make expediting calls as needed for client statuses, rushes and/or problem locations to obtain records.
• Take incoming expediting calls, CSR calls, check and return voicemails as needed to obtain records.
• Handle/Follow-up on all CSR emails daily.
• Handle problem records/research/follow-up on missing items as needed (Escalated parts).
• Train new hires.

Custodian Invoices:

• Research that invoice is within fee limits for requested records/legals.
• Pay invoices via check or credit card.
• Enter any credit card payments in Wincopy.
• Scan checks in AOL.
• See if checks cleared / provide check copies on payment issues.

Custodian Correspondence:

• Research what the correspondence is for.
• Handle correspondence with facility or track internally to CSR.
• Resend requests/additional documentation (SOA, Auth, etc.).
• Schedule pick-ups and notaries.
• Call on and send cancellation letter.
• Research and assist with amends.
• Send non-compliant/responsive and status letters to custodians.

Job Requirements:

• 2-4 years relevant work experience.
• High school diploma (Some College Preferred).
• Litigation support or record retrieval experience a plus.