Merchant Training and Oversight Specialist
Description
Merchant Training & Oversight Specialist
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.
What We Offer
- Competitive Compensation + Growth Opportunities
- Comprehensive Benefits Package (Medical, Dental, Vision, 401(k) Matching, PTO)
- Collaborative & Fast-Paced Work Environment
- Ongoing Professional Development & Training
- Key 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.
Qualifications & Experience
- 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.
Preferred Skills
- Bilingual (English & Spanish) – Highly desirable.
- Experience in training, coaching, or education roles.
- Knowledge of consumer finance, merchant services, or compliance-related processes.
- Key Competencies for Success
- Customer Focus – Builds strong relationships, anticipates merchant needs, and delivers exceptional training and support.
- Nimble Learning – Quickly adapts to new systems, updates, and process improvements.
- Effective Communication – Presents information clearly and confidently, adjusting for different audiences.
- Collaboration – Works effectively with cross-functional teams to ensure merchant success.
- Resourcefulness – Efficiently manages multiple priorities and problem-solves in a dynamic environment.
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