Merchant Training and Oversight Specialist

American First Finance•Coppell, TX

2d•Remote

About The Position

The Merchant Training & Oversight (MTO) Specialist is responsible for delivering comprehensive training and oversight to merchants on the processes, policies, and program details of American First Finance’s No Credit Needed payment solutions. This role plays a critical role in merchant success, ensuring they have the knowledge and tools to effectively utilize AFF’s programs. MTO Specialists conduct training sessions remotely via phone and webinars, guiding merchants through the transaction process, best practices, and compliance requirements. The ideal candidate thrives in a fast-paced, high-volume environment, balancing multiple priorities while delivering exceptional service and education.

Requirements

High School Diploma or equivalent required; College Degree preferred.
Minimum of 2 years of training, customer service, or call center experience.
Strong verbal and written communication skills, with the ability to present complex information clearly.
Proficient in Microsoft Office Suite (Excel, Outlook, Word) and CRM platforms.
Excellent time management, organization, and attention to detail.
Ability to handle multiple tasks in a fast-paced, deadline-driven environment.
Comfortable with technology and digital platforms for training and case management.

Nice To Haves

Bilingual (English & Spanish) – Highly desirable.
Experience in training, coaching, or education roles.
Knowledge of consumer finance, merchant services, or compliance-related processes.

Responsibilities

Conduct high-quality, remote training sessions for merchants via phone and webinars.
Serve as a subject matter expert on AFF’s No Credit Needed payment solutions.
Educate merchants on best practices to enhance transaction efficiency and compliance.
Investigate and resolve merchant-related customer complaints, identifying knowledge or process gaps.
Monitor merchant advertising content to ensure compliance with AFF policies.
Collaborate with Sales, Compliance, and Customer Service teams to resolve high-priority merchant disputes.
Maintain detailed records of training sessions and merchant interactions in CRM and SharePoint.
Prioritize and manage assigned cases to meet performance SLAs and KPIs.
Identify opportunities to improve training content, processes, and merchant engagement.
Perform additional duties as assigned by leadership.