Merchant Performance Specialist

American First Finance Merchant Performance Specialist

The Merchant Performance Specialist is responsible for engaging with existing American First Finance merchants via phone and email to provide support as needed and perform account maintenance. This role involves direct interaction with merchants, sales representatives, technology partners, and internal stakeholders essential to the merchant relationship. As a relationship-focused position, it requires exceptional customer service, strong communication skills, and a solutions-oriented approach to problem solving. Operating in a fast-paced environment, this role demands an efficient, ambitious individual who is both team-oriented and capable of working independently. Above all, the Merchant Performance Specialist is expected to deliver a first-class customer experience that embodies AFF's Core Values.

Roles and Responsibilities

• Provide exceptional service by responding promptly to inbound and outbound merchant communications.
• Maintain expert knowledge of product/program terms and merchant settings to provide optimized solutions and support.
• Handle requests in SugarCRM with precision and efficiency, ensuring prompt resolution while thoroughly documenting all interactions, updates, and changes to maintain accurate records.
• Administer and implement merchant incentive programs while facilitating funding support requests to enhance merchant engagement and ensure seamless processing.
• Manage and execute updated agreements for merchants based on new terms and ensure accurate updates.
• Prioritize workload efficiently to enhance the overall merchant experience and maintain strong partnerships.
• Maintain merchant accounts by promptly updating settings with any changes to contact, banking, or risk information to ensure accuracy and compliance.
• Maintain established SLAs and/or KPIs.
• Other operational duties as assigned.

Qualifications and Education Requirements

• High School Diploma or equivalent work-related experience.
• Strong process and detail orientation.
• Exceptional interpersonal, oral, and written communication skills.
• Proven ability to manage multiple projects at a time, while maintaining sharp attention to detail and timelines.

Preferred Skills

• Bilingual in English and Spanish, oral and written.
• Prior Call Center or telephone experience.
• Excellent time management and organizational skills.
• Prior experience with contract management.
• Strong Proficiency in Microsoft Office.

About FirstCash Holdings, Inc.

FirstCash Holdings, Inc. is the leading international operator of pawn stores and a premier provider of technology-driven point-of-sale payment solutions, both dedicated to serving cash- and credit-constrained consumers. With over 3,000 pawn stores across 29 U.S. states, the District of Columbia, and Latin Americaincluding Mexico, Guatemala, Colombia, and El SalvadorFirstCash offers a diverse selection of pre-owned jewelry, electronics, tools, appliances, sporting goods, musical instruments, and more. In addition, our stores provide small, non-recourse pawn loans secured by pledged personal property, offering accessible financial solutions to the communities we serve. Through our wholly owned subsidiary, American First Finance (AFF), FirstCash also delivers lease-to-own and retail finance payment solutions for consumer goods and services. With a nationwide network of over 13,000 retail merchant partners, we help customers access flexible financing options tailored to their needs. With a workforce of approximately 20,000 employees across the U.S. and Latin America, FirstCash is committed to excellence, innovation, and financial inclusion. As a recognized industry leader, the company is a proud component of both the S&P MidCap 400 Index and the Russell 2000 Index, reflecting our strength and stability in the market. Join FirstCash and be part of a company that values integrity, customer service, and growth.