Records Specialist

Job Description

Job Description

POSITION SUMMARY:

This position is responsible for obtaining and updating all customer information, such as account applications, Federal Firearms Licenses (FFLs), State Occupational Tax stamps (SOTs), state licenses, and state resale certificates; establishing new customer accounts; and communicating with current and potential customers, service professionals, vendors, and other departments. 

REGULAR DUTIES AND RESPONSIBILITIES:

Set up new accounts, which includes the following:

• Monitor a shared inbox and the Records Portal in Apps for applications and documents submitted by potential customers 
• Verify that all new account documents have been received and meet account requirements, including validating resale certificates as applicable
• Enter FFLs, SOTs, state licensing information and resale certificate numbers as applicable 
• Enter customers’ business information into the lead generation system
• Create electronic customer files 

Maintain current accounts, which includes the following: 

• Assist with requests for current documents from other departments so pending orders may be processed
• Remove inaccurate FFLs due to entity, address or ownership changes when notified by customers or other departments
• Update customer accounts to reflect updated FFLs/FFL extension letter verifications, SOTs, state licensing information, resale certificate number, and/or address, entity, owner, or name changes
• Process documents or notes submitted by customers via the website Records Portal 
• Close customer accounts as directed by other departments 

Monitor LoginRequest inbox and promptly provide password reset information.

Follow up with potential customers to request additional documentation required based on customer set-up type and location.

Maintain follow-up logs for documentation required for current customers due to account changes and follow up with these customers to ensure the documents are received.

Serve as a back-up for the other Records Specialist, which includes checking the Dropships inbox at least once an hour and following up on FFL discrepancies.

Function as one of the operators for the Records ring group, answering Records-related questions, and one of the secondary phone operators, directing incoming calls to the appropriate person. 

Assist with special projects as needed.

EMPLOYEES SUPERVISED:  None

QUALIFICATIONS:

The Records Specialist must be able to effectively communicate, verbally and in writing, with customers and co-workers. This individual must be proficient in Microsoft Word and Excel or similar applications. Strong multi-tasking, organizational, and follow-up skills are required. This position requires a high level of accuracy and attention to detail. 

PHYSICAL DEMANDS:

While performing the duties of the Records Specialist, the employee is regularly required to talk and hear. The employee is frequently required to walk, sit, use hands to finger, handle, or feel and reach with hands and arms. Specific vision ability required include, close vision, distance vision, peripheral vision and ability to adjust focus. The employee must be able to lift and/or move up to 10 pounds.

The physical demands of this job are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

DUTIES AND RESPONSIBILITIES MAY BE ADDED, DELETED, OR CHANGED AT ANY TIME AT THE DISCRETION OF MANAGEMENT, FORMALLY OR INFORMALLY, EITHER VERBALLY OR IN WRITING.

RSR Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, genetic information, disability, or veteran status. In addition to federal law requirements, RSR Group complies with applicable state and local laws governing nondiscrimination in employment.