Customer Service Specialist (Records Retrieval)

Advance your career with a trusted nationwide partner specializing in medical record retrieval solutions for insurance carriers and defense law firms.

The Opportunity

Support the delivery of outstanding customer service by assisting clients throughout the service lifecycle. You'll manage inquiries, coordinate with cross-functional teams, and provide regular updates to ensure timely resolutions and a positive customer experience.

Why join us

• Proudly Great Place to Work® certified
• Celebrate globally: Company trips (2025: Hong Kong, 2024: Thailand), Culture Champs, Year-end parties, leadership awards & more
• Grow with stability: 100+ in our 10-Year Club by 2025
• Dynamic talent network: 2,000+ across APAC and beyond
• Competitive compensation with annual reviews
• Comprehensive medical care for you and your family
• Generous paid leave because work-life balance matters
• Level up with LinkedIn Learning and tailored training
• Flexible work setup
  
  

Staff Testimonial


I am so happy and grateful I got to work with my client and AS White, both are very supportive. – IT Administration Assistant, ASW Philippines.

What You'll Do

• Respond to client inquiries about order status via email or phone, based on preference and urgency. Log all client issues, contacts, and resolutions.
• Monitor client base to prevent satisfaction concerns or order delays. Communicate delays and reasons to clients, coordinating additional information as needed.
• Ensure written communication clearly explains situations, modifying canned statuses if necessary. Use spell-check before sending emails or status letters.
• Review cancellations and settled orders for appropriate closing statements before routing to Production.
• Validate work orders from the Retrieval Department before contacting clients, ensuring compliance procedures are followed.
• Handle Special Circumstance Orders (SCOs) with tight deadlines and special instructions.
• Support Account Managers, resolve clients technical issues, and prepare confidential correspondence, reports, and complex documents.
• Coordinate with internal departments to meet Customer Satisfaction expectations and maintain customer accounts by identifying and analyzing needs.
• Perform internet research to locate contact information, offer subpoena options for clients, and monitor Work in Progress for new and sensitive client orders using reporting tools.
  
  

Key Criteria

• Bachelor's degree in a related field.
• Prior work experience as a US Customer Service Representative and Records Retrieval or similar in a medical, legal, or insurance claims office is required.
• Experience in handling high call volume and excellent telephone communication & customer service skills.
• Advanced written and verbal English Language; proficient in reading, analyzing, and interpreting correspondence and records; clear and informative writing with strong editing skills.
• Able to respond appropriately and professionally to all inquiries or complaints from customers, regulatory agencies, upper management, and/or members of the business community.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Multi-tasking is essential as well as being able to adapt to changes in work duties.
• Highly self-motivated and directed.
• Knowledge of the record retrieval industry and highly detail-oriented, with strong attention to accuracy and completeness.
  
  

Work setup:

• Manila (BGC, Taguig): US Eastern Time 8:00AM to 5:00PM (8:00PM – 5:00AM PHT) with a full onsite work arrangement.