Merchant Oversight Team Manager
Description
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.
ROLES AND RESPONSIBILITIES
- 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.
QUALIFICATIONS & EDUCATION REQUIREMENTS
- 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.
Preferred Skills
- College Degree.
- Fluent in Spanish (oral and written).
- Prior experience and knowledge of No Credit Needed payment solutions.
- LiveVox Dialer System experience a plus.
About FirstCash Holdings, Inc.
FirstCash 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—FirstCash 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), FirstCash 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, FirstCash is committed to excellence, innovation, and financial inclusion. As a recognized industry leader, the company is a proud component of both the S&P MidCap 400 Index® and the Russell 2000 Index®, reflecting our strength and stability in the market.
Join FirstCash and be part of a company that values integrity, customer service, and growth.
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Note: The information contained in this description is not intended to be an all-inclusive list of the duties and responsibilities of this job or the skills and abilities required to do the job. Management has the discretion to assign/reassign duties and responsibilities to this job at any time. Duties and responsibilities may be subject to change at any time due to reasonable accommodation or other reasons.
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FirstCash Holdings, Inc. is an Equal Opportunity Employer
FirstCash Holdings, Inc. is committed to the full inclusion of all qualified individuals. In keeping with this commitment, FirstCash will ensure that individuals with disabilities are provided with reasonable accommodation. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process; to perform the essential functions of the job; and/or to receive all other benefits and privileges of employment, please contact Human Resources at [email protected] or (800)645-2611 Ext. 1
Our values are what drive us.
Servant Heart
There’s no place for egos here. Customers and colleagues come first. Serving their needs and driving their engagement is our success.
Dare To Be Different
We are adaptable, creative, and courageous, like entrepreneurs willing to take the necessary risks to innovate and make things better. We challenge the status quo. We seek out different ideas and perspectives as a means of expanding our ability to think and do more.
Embrace Change
That’s not fear, that’s excitement. We see change as core to our survival and our ability to manage change as a prerequisite to new opportunities that can allow us to learn, grow, and do more.
Get Stuff Done
We do whatever it takes to get the job done right. We inspect what we expect, take ownership of our actions, and operate with a sense of urgency in everything we do.
No Drama
We control the things we can control with a mindset to find solutions while minimizing complaint. We are all here for the same purpose, empowered to be the best we can be so that our purpose to deliver great products and services to more customers can be fulfilled.
Walk The Talk
We do what we say we are going to do and maintain the highest standards of performance for ourselves and others, at all times, always doing the right thing.
Job Details
Coppell,
Texas
Corporate Opportunities