Merchant Performance Specialist

American First Finance • Coppell, TX

1d

About The Position

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[1]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

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.

Nice To Haves

• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED