Merchant Training & Oversight Specialist

Corporate Opportunities Coppell, Texas


Description

Position at American First Finance

This role is 100% Onsite and Located in Coppell, TX. 
 
What Makes an AFF Merchant Training & Oversight Specialist?
 
The Merchant Training & Oversight (MTO) Specialist role is responsible for effectively training merchants on the processes, policies, and program details of all No Credit Needed payment solutions offered through American First Finance. Training events are conducted remotely, primarily via an outbound call line but may at times involve live demonstrations via webinar.  The MTO role requires a high level of customer service, communication, and attention to detail. This role has a faster than average pace, requiring good time management to efficiently handle multiple training follow ups daily. MTO Specialists must be resourceful, highly motivated individuals capable of working independently and as part of a team.

ROLES AND RESPONSIBILITIES     
•    Deliver world class, remote training to merchants in fast-paced call center environment (e.g., phone, webinar)
•    Serve as a subject matter expert on No Credit Needed payment solutions offered through AFF, guiding stores through the transaction process, features, and benefits.
•    Prioritize assigned workload (i.e., Cases) to meet established SLAs and deliver results.
•    Debrief merchants on customer complaints and trends to identify process or knowledge gaps.
•    Advise merchants on recommended best practices to help reduce and prevent customer escalations.
•    Contact stores to assist in the investigation and resolution of merchant facing customer complaints.
•    Monitor merchants’ online footprint to identify advertising infractions and ensure the removal of unapproved content.
•    Collaborate with cross functional areas to resolve high-urgency disputes (e.g., Sales, Compliance, etc.)
•    Document all merchant training events daily in our CRM platform and SharePoint.
•    Perform other duties as assigned by supervisor.

QUALIFICATIONS & EDUCATION REQUIREMENTS
•    High School diploma or equivalent work-related experience.
•    Skilled in PC windows-based applications, specifically Outlook and Excel.
•    Exceptional time management and organizational skills
•    Exceptional oral and written communication skills.
•    Strong process and detail orientation  

PREFERRED SKILLS
•    College Degree
•    Bilingual English and Spanish
•    Call Center or Customer Service experience
•    Comfortable with technology and digital platforms
 
CRITICAL COMPETENCIES FOR SUCCESS
•    Customer Focus:  Gains insight into customer needs; Identifies opportunities that benefit the customer; Builds and delivers solutions that meet customer expectations; Establishes and maintains effective customer relationships.
•    Nimble Learning: Learns quickly when facing new situations; Experiments to find new solutions; Takes on the challenge of unfamiliar tasks; Extracts lessons learned from failures and mistakes.
•    Communicates Effectively:  Is effective in a variety of communication settings: one-on-one, small and large groups, or among diverse styles and position levels; Attentively listens to others; Adjusts to fit the audience and the message; Provides timely and helpful information to others across the organization; Encourages the open expression of diverse ideas and opinions.
•    Collaborates:  Works cooperatively with others across the organization to achieve shared objectives; Represents own interests while being fair to others and their areas; Partners with others to get work done; Credits others for their contributions and accomplishments; Gains trust and support of others.
•    Resourcefulness: Marshals resources (people, funding, material, support) to get things done; Orchestrates multiple activities simultaneously to accomplish a goal; Gets the most out of limited resources; Applies knowledge of internal structures, processes and culture to resourcing efforts.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
 
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