Client Relationship Representative


Company: Confluent Strategies

Reports to: VP of Human Resources and Client Engagement

Employment type: full-time

Under the direction of the VP of Human Resources and Client Engagement, the Client Relationship Representative will be responsible for providing support to the sales team and respond to current and prospective clients’ queries all while assuring that all receive the highest level of service.

Essential Duties and Responsibilities

Under the direction of the VP of Human Resources and Client Engagement, the Client Relationship Representative will be responsible for providing support to the sales team and respond to current and prospective clients’ queries all while assuring that all receive the highest level of service.

  • Onboard new clients and enable efficient new product/project stand-up for existing clients.
  • Be a client advocate to Equifax for service requests. Prioritize inbound support requests and ensure successful resolution of each (client name and contact changes, services, products, invoicing, billing, and equipment).
  • Quickly and efficiently complete required documentation for sales opportunities and support requests to ensure high revenue contribution, low client friction, and low account attrition. Quality audit trails with minimal errors are a must.
  • Enable an uninterrupted flow of communication (phone, email, in-person) between all appropriate stakeholders in the client journey. Professionally engage directly with clients on a frequent basis and through multiple channels to build trust in the Confluent Strategies and Equifax brands.
  • Optimize the CRM and Salesforce to ensure it remains our source of truth for sales activities. Enable business intelligence through sanitizing client data (perfecting contact names, account names, addresses, and augmenting additional account-level information).
  • Partner with the Equifax Recredentialing Team to ensure successful and timely compliance reviews.
  • Ensure that Senior Leadership is informed of client circumstances and capable of acting in the client’s best interests when necessary.
  • Continually maintain working knowledge of all products, services, and feature launches.
  • Advise Sales Executives and clients on next best steps according to client’s needs regarding features, accessories, upgrades, and options.
  • Provides excellent client service by being courteous, respectful, and enthusiastic in all interactions.
  • Other duties as assigned.
Skills and Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education/Experience: High School Diploma or GED. College Degree preferred. Five (5) to seven (7) years of experience in banking, mortgage banking, client services, or sales preferred, or any combination of education and experience.

Other Skills and Qualifications
  • Strong oral and written communication skills, with the ability to communicate effectively with all levels of the organization and clients
  • Ability to multitask within a fast-paced environment
  • Ability to prioritize tasks, track projects, and meet deadlines
  • Precise and accurate attention to detail
  • Excellent client service skills
  • Ability to identify issues that require escalation to management due to nature of issue or time-sensitive items
  • Courteous, professional, and efficient when working with all clients and employees
  • Positive attitude
  • Proven problem-solving capabilities
  • Ability to work in a team environment
  • Proficient in MS Office Suite; Word, Excel, Outlook.