Merchant Performance Specialist

American First Finance•Coppell, TX

4d•$19 - $21

About The Position

The Merchant Performance Specialist role is responsible for engaging with existing American First Finance merchants by telephone to drive additional utilization and/or performance improvement. This position works directly with merchants, sales representatives, technology partners, and internal resources key to the merchant relationship. The Merchant Performance role is fundamentally a relationship focused position that requires a high level of customer service, communication, and a solutions-oriented approach to problem solving. This role is faster than average pace, and requires an efficient, ambitious individual who is both team-oriented and capable of working independently. Deliver a first-class customer experience that represents AFF’s Core Values! Someone who is passionate about personal and organizational success!

Requirements

High School diploma: additional qualifications will be a plus.
Minimum of 3 years’ experience in Operational background with a finance Operation or experience in Financial Services/Merchant Services industry in an operational or account management capacity.
Skilled in Microsoft, specifically Outlook, Word, and Excel.
Excellent time management and organizational skills.
Excellent verbal and written communication, and analytical skills.
Persuasive and goal-oriented.
Strong process and detail orientation.

Nice To Haves

College Degree
Bilingual English and Spanish
Experience in a Tele-Sales role
Previous experience in consumer finance
Previous experience in Dealer retention and relationship management

Responsibilities

Provide exceptional service and prompt attention to all inbound communications from merchants.
Perform a variety of outbound calls to existing merchants to drive utilization and performance.
Document all work in Sugar CRM, capturing all relevant details of the interaction with a merchant.
Provide American First Finance management with accurate feedback from merchant interactions.
Prioritize workload in order to provide an efficient experience to our merchant partners.
Accurate and timely resolution of requests received through Sugar CRM for existing merchants.
Executing and managing “updated” agreements for merchants according to the new terms offered.
Expert knowledge of product/program terms in order to offer solutions-based problem solving.
Expert knowledge of merchant settings so all merchants are maintained in an “optimized” manner.
Update merchant settings with each change in contact, banking, or risk information.
Assist in scheduling merchant training when a training opportunity is discovered.
Assist in management of merchant relationship regarding dealer receivable balances.
Administration and implementation of merchant incentive programs.
Facilitate funding support requests from existing merchants.
Perform other duties as assigned by supervisor.