Merchant Care Specialist

American First Finance•Coppell, TX

About The Position

The Merchant Care Specialists position is responsible for achieving accurate and timely results that support established organizational standards. This role provides support for our merchant partners and customers throughout the consumer application process. This role is faster than average pace and requires an action-oriented individual who understands the importance of delivering exceptional service. The Merchant Care Specialist will be responsible for providing “World Class” service to our merchants and customer while maintaining compliance with laws, regulations and company policies.

Requirements

A minimum of 1-year work-related experience
Previous call center or customer service experience (preferred)
Deep understanding of customer service principles and a commitment to providing exceptional service.
High energy, great organization skills and uncompromising Integrity.
Excellent verbal and written communication skills

Nice To Haves

Bilingual English and Spanish
Prior Call Center or telephone experience

Responsibilities

Merchant Care Specialist will be required to become a Subject Matter Expert in the AFF consumer application process and corresponding Merchant Care procedures.
Identify appropriate solutions to customer inquiries received via phone, chat, or email in a professional and efficient manner.
Achieve acceptable performance levels in Departmental KPIs and performance metrics.
Communicate appropriate solutions to customers in a clear, consistent and precise manner.
Record and document customer interactions, including inquiries, complaints, and feedback.
Escalate unresolved issues to higher-level support teams or management when necessary.
Work closely with team members, supervisors, and other departments to ensure World Class Service.
Responsible for learning and implementing all operational or process changes as communicated by Leadership.
Prioritize merchant needs and escalate issues when necessary to ensure timely resolutions and maintain strong relationships.
Other operational duties as assigned.