Merchant Performance Specialist
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