Client Experience Representative

4 weeks ago

Coppell, Texas, United States Triumph Financial Full time
Job Description

The Client Experience Representative is a key role at Triumph Financial, responsible for delivering exceptional customer service to our clients via phone, email, and chat. This position requires a high level of professionalism, problem-solving skills, and the ability to work in a fast-paced environment.

Key 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 review client accounts, pending invoices and payments, A/R aging, and interaction history.
  • Assist clients in resolving holds, delays, rejections, and disputes, as well as other related transactions or statuses.
  • 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 the new client onboarding process.
  • Accountable for achieving quality of service scores, schedule adherence, and call and/or ticket management.
  • Effectively communicate with team members, debtors, clients, and management.
  • Maintain confidentiality of client information.
Requirements
  • High-volume customer service skills.
  • 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.
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.

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