Merchant Training Coordinator
Description
What Makes an AFF Merchant Training Coordinator?:
The Merchant Training Coordinator is responsible for achieving accurate and timely results that support established organizational expectations, standards, and goals. This core responsibility of this role lies in the design, implementation, and oversight of training resources to promote the success of merchants offering payment solutions through AFF. A successful Merchant Training Coordinator is proficient in identifying both the current and future training needs of the organization, developing content to meet those needs. This is a fast-paced role, requiring an efficient, detail-oriented individual who can manage multiple projects, work with other functional areas of the business, and deliver results within strict deadlines. The Training Coordinator will be responsible for achieving company goals, providing “Best in Class” service to our Merchants, and complying with established laws, regulations, and company policies.
Essential Job Duties:
- Develop training content through various mediums (e.g., job aids, presentations, video, etc.) to facilitate effective in-person, remote, and pre-recorded training programs.
- Design, produce, and maintain an expansive library of on-demand training courses for active merchants and their store associates.
- Draft, schedule, and deploy recurring training communications on best practices, new product features, and program changes.
- Assess and anticipate business training needs by leveraging complaint trends, industry changes, and management feedback.
- Become a subject matter expert in No Credit Needed payment solutions, transaction flows, and merchant portal features.
- Proactively plan, track, and report on all merchant training activities, including in-store visits and client deliverables.
- Maintain, organize, and update all existing merchant training documentation, creating new resources as needed.
- Utilize surveys, polls, and other call-to-action tools to evaluate training retention and participant feedback.
- Receive, prioritize, and respond to training support requests from intradepartmental functional areas.
- Manage the review and approval process of all training documentation.
- Perform other operational duties as assigned.
Minimum Requirements & Qualifications:
- 3 years of prior work experience in a training or teaching role.
- Bachelor degree in education, instructional design, or instructional technology (related experience considered in lieu of education).
- Advanced knowledge of PC windows-based applications, including Microsoft Office and Adobe Creative Suites.
- Ability to manage multiple concurrent priorities, meet deadlines, track projects to completion.
- Excellent time management, communication, organizational, and public speaking skills.
- Knowledge of graphic design and audiovisual editing skills.
Preferred Skills:
- Prior experience and knowledge of No Credit Needed payment solutions.
- Customer Relationship Management (CRM) Software experience.
- LMS management experience.
- Fluent in Spanish (oral and written).
Critical Competencies:
- Plans and Aligns: Sets objectives to align with broader organizational goals; Breaks down objectives into appropriate initiatives and actions; Stages activities with relevant milestones and schedules; Anticipates and adjusts effective contingency plans.
- Balances Stakeholders: Understands internal and external stakeholder requirements, expectations, and needs; Balances the interests of multiple stakeholders; Considers cultural and ethical factors in the decision-making process; Acts fairly despite conflicting demands of stakeholders.
- 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.
- 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.
- 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.
- 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.
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 certain disputes.
Submission of your application confirms your “opt-in” desire to receive additional phone, text and email communications from the FirstCash Talent Acquisition Team. These communications include information about the specific job being applied for and other potential opportunities available within the FirstCash job opportunity network. Message and data rates may apply. You can unsubscribe to text messages by replying STOP within the message at any time. You can unsubscribe from email communications by clicking unsubscribe, within the email, at any time. Visit https://firstcash.com/privacy-policy for additional questions or information.
Should you be offered and accept a position with us, the company requires all employees to agree to a binding arbitration agreement to certain disputes.
Submission of your application confirms your “opt-in” desire to receive additional phone, text and email communications from the FirstCash Talent Acquisition Team. These communications include information about the specific job being applied for and other potential opportunities available within the FirstCash job opportunity network. Message and data rates may apply. You can unsubscribe to text messages by replying STOP within the message at any time. You can unsubscribe from email communications by clicking unsubscribe, within the email, at any time. Visit https://firstcash.com/privacy-policy for additional questions or information.
FirstCash Holdings, Inc. is an Equal Opportunity Employer
It is the policy of FirstCash to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, FirstCash will provide reasonable accommodation for qualified individuals with disabilities.