Description

What makes an AFF Merchant Performance Specialist:

• 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!  

What we offer:

• Competitive Compensation!
• Paid Time Off, 401K Matching, Medical, Dental, and Vision Benefits!
• High-growth organization with advancement opportunities!
• Diverse, Collaborative, & Fun Work Environment! 

Roles and 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.  

Qualifications:

• 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.  

Bonus Skills:

• 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