Call Center Representative

Overview

Join Triumph. Triumph aims to enable accurate and seamless freight transactions on a modern, secure network. We seek passionate, solutions‑oriented people who value exceptional customer service and thrive in building successful partnerships with clients. Our goal is to help our partners’ businesses run better.

Client Experience Representative (CXR) to deliver an excellent customer experience via phone, email and chat supporting transportation factoring and payment platform clients. The ideal candidate will have experience in client service and will demonstrate commitment to client education, retention and teamwork.

• 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 follow-up 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, including related transactions or statuses such as disputes, open credits, post verifications NOAs and LORs.
• Train and support clients on how to use company web portals, processes, and other related systems according to best practices.
• Introduce carriers to various payment method options and 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.
• Perform other duties as assigned.

• High-volume customer service experience.
• 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) a plus.

• Highly professional phone etiquette.
• Commitment to problem solving and resolution.
• Ability to multi-task in a high-volume operation center and work under deadline pressure.
• Ability to analyze issues independently and communicate clearly (verbal and written).
• Ability to understand and follow written and verbal instructions from management.

The work environment characteristics described here may be encountered while performing the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities. Typical conditions include moderate office noise with computers, phones, and printers; ability to work in a confined area; prolonged computer use; occasional stooping or kneeling; occasional standing, sitting, talking and hearing; visual requirements for computer work;

light to moderate lifting; and regular, predictable attendance. Travel or additional physical requirements may be required as needed.

Triumph Financial, Inc. and its subsidiaries provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by federal, state or local law.