Merchant Oversight Team Manager

Merchant Oversight Team Manager

The Merchant Oversight Team Manager is responsible for achieving accurate and timely results that support established organizational standards. The role supervises the processes involving merchant oversight and training initiatives. This role is faster than average pace and requires an efficient, detail-oriented individual who understands the importance of team and building lasting relationships. The Merchant Oversight Team Manager will be responsible for the day‑to‑day activities and performance of our Merchant Oversight team.

The Merchant Oversight Team Manager will be responsible for providing “Best in Class” service to our Merchants while maintaining compliance with laws, regulations and company policies.

• Develop and lead a high-performing team through selection, coaching, and development to effectively impact results and identify gaps to improve the retention and efficiency of the Merchant Oversight operations.
• Manage daily workflow to oversee and coordinate the tasks and activities of the team to ensure efficient and effective operations. This includes prioritizing tasks, delegating responsibilities, and monitoring progress to meet deadlines and objectives.
• Manage time and attendance processes, including time‑off requests, attendance issues, and build work schedules that provide business coverage.
• Monitor, evaluate, and interpret complaint data to facilitate the execution and documentation of merchant oversight activities.
• Partner with Sales Leadership to review recurring complaint trends, advising on retraining and risk mitigation opportunities.
• Become a Subject Matter Expert in the merchant monitoring matrix, risk reduction features, and escalation protocols.
• Assist cross functional areas with the timely investigation, response, and resolution of high‑urgency complaints.
• Manage the documentation, implementation, and execution of team policies and procedures.
• Prepare, analyze, and report team KPIs, effectively communicating trends to achieve SLAs.
• Provide hands‑on support during peak periods and high‑demand situations.
• Perform other operational duties as assigned.

• 3 years prior supervisory experience, preferably in a call center, compliance, or retail environment.
• Thorough knowledge of PC windows‑based applications, including Excel spreadsheets and graphs.
• Ability to manage multiple concurrent priorities, delegate tasks, and meet deadlines.
• Ability to communicate clearly and concisely, in both written and oral forms.
• Excellent time management, communication, and organizational skills.
• Ability to investigate issues, identify root causes, and solve problems.

• College Degree.
• Fluent in Spanish (oral and written).
• Prior experience and knowledge of No Credit Needed payment solutions.
• Live Vox Dialer System experience a plus.

First Cash Holdings, Inc. is the leading international operator of pawn stores and a premier provider of technology‑driven point‑of‑sale payment solutions, both dedicated to serving cash‑ and credit‑constrained consumers.

With over 3,000 pawn stores across 29 U.S. states, the District of Columbia, and Latin America—including Mexico, Guatemala, Colombia, and El Salvador—First Cash offers a diverse selection of pre‑owned jewelry, electronics, tools, appliances, sporting goods, musical instruments, and more. In addition, our stores provide small, non‑recourse pawn loans secured by pledged personal property, offering accessible financial solutions to the communities we serve.

Through our wholly owned subsidiary, American First Finance (AFF), First Cash also delivers lease‑to‑own and retail finance payment solutions for consumer goods and services. With a nationwide network of over 13,000 retail merchant partners, we help customers access flexible financing options tailored to their needs.

With a workforce of approximately 20,000 employees across the U.S. and Latin America, First Cash is committed to excellence, innovation, and financial inclusion. As a recognized industry leader, the company is a proud component of both the S&P Mid Cap 400 Index® and the…