What are the responsibilities and job description for the CLIENT EXPERIENCE MANAGER position at Triumph Financial?

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At TriumphPay, a member of the Triumph Financial portfolio of brands, we believe our team members make a difference. They make a difference in the lives of their customers, their communities and with our organization as a whole. That's why we look for team members with an entrepreneurial spirit and a passion to build successful partnerships with our clients. Because at the end of the day our goal is to help our partners businesses run better.

Position Summary

The Client Experience Manager will oversee the day-to-day activities of the Client Experience Representatives (CXR). In this role, you will drive your team towards a common goal of providing world-class customer service through coaching and feedback to senior CXR's and front-line CXR's promoting continuous improvement to ensure Key Performance Indicators, quality, customer satisfaction, and other Service Level Agreements are met. Responsibilities include overseeing contact center operations, monitoring KPIs collaborate with cross functional teams to consistently delivery fast, friendly, frictionless customer service.

Essential Duties & Responsibilities

Lead and develop a high-performance team of 10-15 CXR's whose primary responsibility includes phone, email, and chat support for company inbound queues.
Coach and mentor team members to engage in meaningful conversations with clients to ensure every interaction is fast, friendly and frictionless.
Analyze daily, weekly, and monthly department and individual performance / productivity metrics and share analysis and recommendations with the Client Experience Leadership Team.
Collaborate across the organization with operations, product, and other groups to understand and enhance business processes impacting clients and team members.
Monitor customer service productivity in accordance with established policies to assure adherence, as well as the effectiveness with every customer contact.
Ensure all support channels are operational and agents are logged into the appropriate daily queues.
Develop standards for handling customer issues and escalation paths to ensure adherence and customer satisfaction.
Work with Client Experience team to solve problems and work through escalations from customers.
Develop and facilitate additional training as needed.
Actively participate in the Quality Assurance program processes.
Use performance management tools and processes to improve or reward employee performance.
Performs other duties as assigned.

Experience & Education

The successful candidate will possess high-volume customer service skills. Additionally, the ideal candidate should possess the following :

Associate or bachelor's degree is strongly preferred. Will consider contact center management experience in transportation, factoring, financial services, or related industry in lieu of a degree.

Minimum of three (3) years of customer service supervisory / management experience in a fast-paced work environment is required.

Knowledge of the general transportation and / or logistics factoring industry is strongly preferred.

Experience with CRM reporting, tracking, and management highly preferred.

Skills & Abilities Required

Effectively communicate with team members, debtors, clients, and senior management.

Ability to multi-task and stay focused at high levels of productivity.

Excellent verbal and written communication skills.

Critical thinking skills to drive efficiency and process improvement.

Intermediate-to-advanced skills in MS Office Suite, including Excel, Word, and PowerPoint.

Adapt to change and develop workable implementation plans, communicate changes effectively, build commitment, and overcome resistance.

High integrity, values-based professional; demonstrated ability to balance work-life demands amid significant pressure and foster / nurture healthy, trusting, symbiotic relationships.

Tactful and diplomatic coaching style.

Effective organizational and time management skills.

Work Environment

The work environment characteristics described here maybe 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.

Add any travel or other physical requirements, as needed

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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.

We offer Medical, Dental, Vision, Paid Time Off, 401k and much more.

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