Client Experience Representative

Triumph Financial, Inc.•Dallas, TX

22d•Onsite

About The Position

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.

Requirements

High-volume customer service skills.
Higher education degree or equivalent customer service experience (1-2 years) in a high-volume, professional environment.
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.
Ability to sit at a computer terminal for an extended period of time.
Regular, predictable attendance is required.

Nice To Haves

Knowledge of freight, transportation, and/or logistics industry is preferred.
Accounts payable experience a plus, but not required.
Bilingual (Spanish) a plus.

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 inquiries.
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.