Job Description

Job Description

The Records Manager is responsible for overseeing all aspects of records and information management, including database and warehouse personnel management, first-level customer service, and imaging processes with QA. In this role, you will ensure SOC 2 compliance, train and optimize customers' experiences on Total Recall software, support sales efforts, assist with invoicing and collections, and optimize operational efficiency through effective process management. The ideal candidate brings a strong background in operations, customer service, compliance, and database management.

Key Responsibilities

• Records, Operations, and Warehouse Management:
• Oversee records management policies and daily operations, ensuring SOC 2 compliance across all records handling, from physical warehousing to digital storage and retrieval processes.
• Manage warehouse personnel, ensuring efficient handling of inventory, timely processing of requests, and adherence to safety protocols.
• Coordinate vendor relationships to ensure optimized storage and retrieval processes.
• Customer Service and Sales Support:
• Provide first-level customer service, responding promptly to inquiries, resolving service-related issues, and ensuring a high standard of client satisfaction.
• Support the sales team by offering expertise in records management, identifying customer needs, and assisting with customized solutions.
• Conduct software training for clients, empowering them to efficiently use records management software and access services.
• Database and Imaging Management:
• Maintain accurate records and database management, overseeing the integrity and security of digital records systems.
• Manage imaging and digitization processes, performing quality assurance (QA) checks to ensure high standards in digital conversion and accessibility.
• Conduct regular audits to maintain compliance with all data handling and storage regulations.
• Invoicing, Collections, and Financial Support:
• Assist with invoicing and collections, ensuring accurate billing and timely follow-up on outstanding accounts.
• Collaborate with finance team to resolve any customer questions regarding invoicing, payment terms, or service charges.
• Training, Compliance, and Risk Management:
• Develop and deliver training programs for internal staff on SOC 2 standards, safety protocols, customer service expectations, and software use.
• Conduct routine audits to ensure compliance with internal policies, industry regulations, and legal standards, implementing corrective measures as needed.
• Process Optimization and Quality Assurance:
• Continuously evaluate workflows in records management, warehousing, and imaging to drive efficiency, improve service quality, and reduce costs.
• Establish quality control measures to enhance the accuracy, accessibility, and security of information resources, maintaining high standards in all aspects of records management.

Qualifications

• Bachelor's degree in Information Management, Operations, Business Administration, or a related field; relevant certifications (e.g., CRM, SOC 2) are a plus.
• 3+ years of experience in records management, information governance, warehouse or operations management, or customer service.
• Proficiency in records management software, database systems, and Microsoft Office Suite.
• Strong organizational, analytical, and customer service skills, with experience in database and records accuracy.
• Experience in sales support, invoicing, and collections processes.
• Ability to lead a team in a fast-paced, customer-focused environment, balancing multiple responsibilities effectively.

• Be part of a team that values innovation, customer service, and compliance excellence.
• Enjoy competitive salary and benefits, along with ongoing opportunities for professional development.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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