Client Experience Representative

Position Summary 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. We’re looking for passionate, innovative, solutions-oriented people 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 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 and 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 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 communicate with team members, debtors, clients and management. Maintain confidentiality of client information. Perform other duties as assigned. Experience & Education The successful candidate will possess high‑volume customer service skills. 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 Highly professional phone etiquette. Demonstrates commitment to problem solving and resolution. Must be able to multi‑task in a high volume 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 Reasonable accommodations may be made to enable individuals with disabilities. Typical characteristics include moderate noise in a business office with computers, phone, and printers, light traffic. Employees must work in a confined area, sit at a computer for extended periods, and may occasionally stoop or kneel. The role requires standing, sitting, talking, hearing, and using hands and fingers to operate a keyboard and telephone. Light to moderate lifting is required. Regular, predictable attendance is required. Benefits We offer Medical, Dental, Vision, Paid Time Off, 401(k) and much more. EEO Statement 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. #J-18808-Ljbffr TBK Bank, SSB