Client Experience Representative

Position Overview 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 join our team. We thrive on providing exceptional customer service and look for team members with an entrepreneurial spirit and passion to build successful partnerships with our clients. Our goal is to help our partners’ businesses run better. Position Summary The Client Experience Representative (CXR) is responsible for delivering an excellent customer experience via phone, email and chat while supporting transportation factoring and 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 to 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, disputes, and 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 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 is a plus, but not required. Bilingual (Spanish) is 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 operations 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 Moderate noise (e.g., 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; occasional stooping or kneeling may be necessary. 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. Any travel or other physical requirements, as needed. Equal Employment Opportunity 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. Benefits We offer Medical, Dental, Vision, Paid Time Off, 401(k), and much more. #J-18808-Ljbffr