Merchant Care Specialist

Merchant Care Specialist at American First Finance

The Merchant Care Specialist 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. The role is fast‑paced and requires an action‑oriented individual who understands the importance of delivering exceptional service. The Merchant Care Specialist will provide “World Class” service to our merchants and customers while maintaining compliance with laws, regulations, and company policies.

• 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.
• Learn and implement all operational or process changes as communicated by leadership.
• Prioritize merchant needs and elevate issues when necessary to ensure timely resolutions and maintain strong relationships.
• Perform other operational duties as assigned.

• 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.

• Bilingual in English and Spanish.
• Prior experience in a call‑center or telephone role.

First Cash Holdings, Inc. is an Equal Opportunity Employer. First Cash is committed to the full inclusion of all qualified individuals. In keeping with this commitment, First Cash will ensure that individuals with disabilities are provided with reasonable accommodation. If a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, or to receive all other benefits and privileges of employment, please contact Human Resources at [email protected] or (800)645‑2611 Ext.

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