Merchant Training and Oversight Specialist
Description
What makes an AFF Merchant Training & Oversight Specialist:
The Merchant Training & Oversight (MTO) Specialist role is responsible for effectively training merchant partners on the policies and terms associated with the various programs offered by American First Finance. The training provided to merchants is completed primarily via an outbound call line but may involve video training at times. The MTO role requires a high level of customer service, communication, and attention to detail. This role is faster than average pace, and requires an efficient, ambitious individual who is both team-oriented and capable of working independently.
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!
Essential Job Duties:
- Provide world class service training experiences to merchants through multiple channels (e.g., phone, webinar, etc.)
- Responsibly prioritize workload to effectively support the needs of internal and external partners.
- Read customer complaints, identify pain points, and advise merchants recommended best practices to prevent or decrease customer escalations.
- Alert management of merchant behavior concerns and provide risk management recommendations.
- Review merchants’ online content for compliance with AFF’s Marketing and Advertising Guidelines.
- Notify stores of website and social media advertising issues and ensure remediation is completed.
- Serve as a subject matter expert on all product features, program terms, and strategic integrations.
- Collaborate with our Sales Team to resolve high urgency issues involving customers and merchants.
- Carefully document all follow ups and merchant communications in our CRM platform.
- Meet established SLAs for call quality and efficiency.
- Perform other duties as assigned by supervisor.
Minimum Requirements & Qualifications:
- High School diploma: additional qualifications will be a plus.
- Minimum of 3 years’ experience in operational background with a finance operations or experience in Finance Services, Merchant Services, or Customer Service industry in an operational or account management capacity.
- Skilled in Microsoft, specifically Excel and Outlook.
- Excellent time management and organizational skills.
- Excellent verbal communication.
- Persuasive and goal oriented.
- Strong process and detail orientation.
- Associate degree or higher is a plus.
- Bilingual English and Spanish.
- Experience in a Tele-communications role.
- Reliable and predictable attendance.
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.
Should you be offered and accept a position with us, the company requires all employees to agree to a binding arbitration agreement to resolve disputes.
Should you be offered and accept a position with us, the company requires all employees to agree to a binding arbitration agreement to resolve disputes.
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FirstCash Holdings, Inc. is an Equal Opportunity Employer