Senior Client Experience Representative

TBK Bank, SSB; Dallas (TX); On-site; USD 48,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid Time Off

401k

Job summary

Triumph is seeking a Senior Client Experience Representative to deliver excellent service via phone, email and chat for transportation factoring & payment platform clients and internal teams.

The Senior CXR will mentor others, provide process improvements, and ensure SLAs are met while maintaining professional client interactions. The role emphasizes collaboration and live coaching within a fast-paced environment.

Qualifications

• 3+ years in high-volume customer service.

Responsibilities

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

High-volume service

Phone etiquette

Active listening

Multitasking

Written communication

Education

Bachelor’s degree or equivalent experience

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 primary function of the Senior Client Experience Representative (Sr CXR) is to deliver a excellent customer experience via phone, email and chat support to transportation factoring & payment platform clients and internal team members. As a Senior CXR, you lead by example by providing excellence in customer service. include timely support of customers as well as acting as subject-matter-experts for other internal team members. Collaborate and provide recommendations to management for necessary updates in department processes, systems and/or resources. Host call reviews which include feedback and suggestions for improvements and live call observations that allow agents to get hands-on experience of our client interactions. Ask appropriate questions and listen actively to identify areas for follow-up to better assist the client with their needs and resolve issues.

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.
• Coach/Mentor (Internal & External Outsourced team members) by answering chat questions, giving feedback, suggestions, and sharing resources based on current department processes.
• Collaborate and provide recommendations to management for necessary updates in department processes, systems and/or resources.
• Host call reviews which include feedback and suggestions for improvements and live call observations that allow agents to get hands‑on experience of our client interactions.
• Ask appropriate questions and listen actively to identify areas for follow‑up to better assist the client with their needs and resolve issues.
• Accountable for meeting or exceeding Service Level Agreements (SLA’s) including but not limited to: Answer Rates, Quality of Service Scores, and Client Satisfaction Scores.
• Efficiently communicate and elevate contacts to appropriate team or employee when applicable.
• Train and support clients on company web portals/applications 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.
• Perform other duties as assigned.

Experience & Education

The successful candidate will possess high-volume customer service skills.

• Higher education degree or equivalent customer service experience (3+ 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.

• 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 may be 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.

Triumph is a financial and technology company focused on payments, factoring, intelligence and banking.

We are pioneering solutions that serve the transportation industry.

Through the Triumph brand, our customers gain unrivaled efficiency, transparent and secure transactions, and improved access to working capital.

Through TBK Bank, we provide personal and business banking solutions that strengthen local communities and fortify our transportation business.

We create value by driving businesses and communities of all sizes toward the future.

We are proud to be an equal opportunity employer and we do not discriminate in recruitment, hiring, training, promotion, or other employment practices on the basis of age, race, gender, color, religion, national origin, disability, sexual orientation, veteran status, or any other basis that is prohibited by federal, state or local law.

As a member of the Triumph team, you’re at the heart of an innovative, forward‑thinking company that values collaboration, creativity and continuous learning.

You’re not just an employee — you’re part of a team shaping the future.

Being part of Triumph means striving for excellence while delivering with humility.

OUR BUSINESS

Triumph is a financial and technology company focused on payments, factoring, intelligence and banking. We are pioneering solutions that serve the transportation industry. Through the Triumph brand, our customers gain unrivaled efficiency, transparent and secure transactions, and improved access to working capital. Through TBK Bank, we provide personal and business banking solutions that strengthen local communities and fortify our transportation business. We create value by driving businesses and communities of all sizes toward the future. We are proud to be an equal opportunity employer and we do not discriminate in recruitment, hiring, training, promotion, or other employment practices on the basis of age, race, gender, color, religion, national origin, disability, sexual orientation, veteran status, or any other basis that is prohibited by federal, state or local law. As a member of the Triumph team, you’re at the heart of an innovative, forward‑thinking company that values collaboration, creativity and continuous learning. You’re not just an employee — you’re part of a team shaping the future. Being part of Triumph means striving for excellence while delivering with humility.

OUR CORE VALUES

• Transparency
• Respect
• Invest for the future
• Unique is good
• Mission is more than money
• People make the difference
• Humility

FOCUS ON SERVING OTHERS

At Triumph, we strive to do the most good in the areas of greatest needs through our philanthropic endeavors. Our philanthropic vision is centered on four areas:

• Advocating for safety and justice
• Providing access to basic needs
• Supporting families
• Transforming communities