Client Experience Representative

Triumph Financial; Dallas (TX); On-site; USD 38,000 - 56,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k

Paid Time Off

Job summary

Triumph Financial is seeking a Client Experience Representative to deliver an exceptional support experience via phone, email and chat for our transportation factoring platform clients. The ideal candidate will excel in high-volume customer service, pay attention to detail, and collaborate with internal teams to resolve issues, educate clients, and improve retention.

Experience in freight or logistics is a plus; bilingual in Spanish is also advantageous, and prior accounts payable exposure is

Qualifications

• High-volume customer service experience required.
• Knowledge of freight/transportation/logistics is preferred.
• Accounts payable experience is a plus, not required.
• Bilingual (Spanish) is a plus.

Responsibilities

• Provide primary phone, email, and chat support for inbound queues.
• Engage with clients to ensure fast, friendly, frictionless interactions.
• Ask questions and listen to identify follow-up needs.
• Provide first-contact resolution when troubleshooting inquiries.
• Review client accounts, pending invoices/payments, A/R aging and history.
• Assist clients with holds, delays, rejections, disputes and related statuses.
• Train and support clients on web portals and processes.
• Introduce carriers to payment options and Triumph services.
• Assist carriers with onboarding of new clients.
• Maintain quality of service scores and schedule adherence.
• Communicate effectively with team, debtors, clients and management.
• Maintain confidentiality of client information.

Skills

Customer service

Phone etiquette

Communication skills

Multitasking

Problem solving

Written communication

Spanish language

Education

Higher education degree or equivalent experience (1–2 years)

Job description

Join Triumph!

At Triumph, our vision is a world where freight transactions are accurate and seamless on the most modern and secure freight transaction network. That's why we're looking for passionate, innovative, solutions-oriented people to join our team. We thrive on providing exceptional customer service and we look for team members with an entrepreneurial spirit and a passion to build successful partnerships with our clients. Because at the end of the day our goal is to help our partners businesses run better.

Position Summary

The Client Experience Representative (CXR) is to deliver an excellent customer experience via phone, email and chat supporting transportation factoring & payment platform clients The ideal candidate will have experience in client service and will actively demonstrate commitment to client education, retention and teamwork.

Essential Duties & Responsibilities

• Provide primary phone, email, and chat support for company inbound queues.

• Engage in meaningful conversations with clients to ensure every interaction is fast, friendly and frictionless.

• Ask appropriate questions and listen actively to identify areas for follow-up to better assist the client with their needs and resolve issues.

• Provide first-contact resolution when troubleshooting inquires.

• Holistically reviews client accounts, pending invoices and payments, A/R aging and interaction history.

• Assists clients in resolving holds, delays, rejections and disputes as well as other related transactions or statuses such as disputes, open credits, post verifications NOA's and LOR's.

• Train and support clients on how to use company web portals, processes, and other related systems according to best practices.

• Introduce carriers to the various options for payment methods, as well as other Triumph services and offerings.

• Assist carriers through new client onboarding process.

• Accountable for achieving quality of service scores, schedule adherence, and call and/or ticket management.

• Effectively communicates with team members, debtors, clients and management.

• Maintains confidentiality of client information.

• Performs other duties as assigned.

Experience & Education

The successful candidate will possess high-volume customer service skills. Additionally, the ideal candidate should possess the following:

• Higher education degree or equivalent customer service experience (1-2 years) in a high-volume, professional environment.

• Knowledge of freight, transportation, and/or logistics industry is preferred.

• Accounts payable experience a plus, but not required.

• Bilingual (Spanish) a plus.

Skills & Abilities Required

• Highly professional phone etiquette.

• Demonstrates commitment to problem solving and resolution.

• Must be able to multi-task in a high volume in an operation center.

• Ability to perform under deadline pressure.

• Ability to analyze issues independently.

• Excellent verbal and written communication skills.

• Ability to understand and follow written and verbal instructions and directions given by manager.

Work Environment

The work environment characteristics described here maybe encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).

• Ability to work in a confined area.

• Ability to sit at a computer terminal for an extended period of time. Occasional stooping or kneeling may be necessary.

• While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear and use hands and fingers to operate a computer keyboard and telephone.

• Specific vision abilities are required by this job due to computer work.

• Light to moderate lifting is required.

• Regular, predictable attendance is required.

• Add any travel or other physical requirements, as needed

Triumph Financial, Inc. and its subsidiaries, provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws.

• We offer Medical, Dental, Vision, Paid Time Off, 401k and much more.