Job Description
At TriumphPay, 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 and the insurance companies we represent. Because at the end of the day our goal is to help our partners businesses run better.
Position Summary: The Relationship Manager is responsible for managing client relationships including carrier experience to ensure that payments are submitted correctly at all service levels consistent with the business objectives of the company. The Relationship Manager manages a portfolio of client relationships averaging a total of $50M to $100M in annual carrier payments. This role reports to the AVP, Relationship Management
Essential Duties & Responsibilities:
- Analyzes portfolio performance and ensure growth projections are met
- Serves as the Clients ultimate escalation point, accountable for the health of the relationship.
- Assists the AVP, Relationship Management with service level agreements (SLAs) and in the creation of the departments standard operating procedures (SOPs)
- Provides outstanding client service by serving well, both internally and externally, while maintaining operational controls to prevent loss exposure
- Maintenance and growth of ongoing client relationships and control procedures to mitigate loss exposure and keeping informed on business changes with the ability to negotiate and problem solve
- Relentlessly drives to understand customers, their stakeholders, and their problems deeply.
- Employs consultative methodologies to identify and nurture cross-sales opportunities within assigned client relationships.
- Manages HelpDesk ticket applications and ensures that response times and resolutions are within the SLA standards
- Effectively communicates with clients and senior management in a timely manner
- Provides ongoing training to both clients and team members on Triumphs processes and systems (i.e. TriumphPay, Freshdesk, Salesforce, PowerBI, etc.)
- Through a strong understanding of each clients processes, provides reviews of the client's successes and opportunities.
- Works with internal stakeholders such as Sales, Integrations, and Underwriting in relationship handoffs, marketing regarding feedback reporting and statistics and credit for updates for obtaining financial documentation
- Participates in creating a team environment and business culture that optimizes both customer service and risk management disciplines while pursuing joy at work
- Maintains confidentiality of client information
- Performs other duties as assigned
Experience & Education:
- Bachelors Degree is strongly preferred. Will consider 2 years of experience in a client service position of increased responsibility in lieu of degree
- 1 to 3 years of client service experience in a fast-paced work environment (logistics or financial services experience is highly preferred)
- Knowledge of freight, transportation, and/or logistics industry is preferred
- Knowledge of financial services or investment banking is a plus
Skills & Abilities Required:
- Proficient in Microsoft Office suites
- Ability to multi-task and stay focused at high levels of productivity
- Ability to travel to client sites and industry events
- Ability to provide excellent customer service, while meeting strict deadlines
- Outstanding communication skills, both written and verbal
- Excellent phone etiquette
- Ability to understand and follow written and verbal instructions
We offer Medical, Dental, Vision, Paid Time Off, 401k and much more.
Go on. Do it. Apply Today!