Senior Customer Service Representative

About the role

The Senior Client Services Representative plays an important role in the overall success and health of our factoring portfolio. This position works as part of a team in a fast-paced high impact environment. The role involves cultivating and growing client relationships and managing day-to-day communication with clients. Collaboration with credit, collections, and operations, sales, and various other internal departments is essential to resolving client account issues or concerns.

Responsibilities

• Provide effective resolution to client issues on a consistent basis
• Manage reserve requirements in accordance to portfolio balances
• Manage client escalations for assigned portfolio
• Manage client cancellations for assigned portfolio
• Client trend analysis
• Contract reviews to determine if client is meeting obligations, including reserve releases and supplemental fees
• Review debtor balances and trends and provide analysis to clients
• Increase client website usage
• Aid carriers with operations decisions such as lane analysis, tire and fuel purchasing, maintenance, and EL brokerage freight opportunities
• Ensure clients receive the necessary support on a daily basis
• Make outbound and inbound phone calls
• Respond to client emails and inquiries
• Maintain attention to detail and accuracy
• Develop new and existing relationships
• Work with other internal departments
• Prioritize and manage multiple responsibilities
• Complete weekly commitments and goals
• Understand all facets of accounts receivable financing and ABL lending, including credit, collections, documentation, and workout

Qualifications

• Minimum of 1 year of outbound/inbound customer service or sales experience
• Desire to assist midsize to large businesses
• Attention to detail and problem-solving skills
• Ability to adapt
• Willingness to be mentored and trained
• Excellent work ethic, positive attitude, and ability to work under pressure
• Excellent customer service skills and phone manners
• Excitement about growing your career within a rapidly growing company
• Ability to resolve conflict professionally
• IFC Account Executive Certification
• Ability to quickly learn software systems
• Proficiency in Microsoft Office (Excel, Outlook, and Adobe Acrobat)
• Ability to manage multiple operating systems