First Cash, Inc Careers

Description

Merchant Onboarding Coordinator

Position Summary

The Merchant Onboarding Coordinator plays a critical role in ensuring merchant applications move efficiently and accurately from submission through activation. As a senior member of the Merchant Onboarding team, this individual oversees daily workflow operations, balances application volume across team members, resolves operational bottlenecks, and serves as the primary resource for process and system guidance.

Working closely with the Team Manager, the Coordinator helps drive productivity, service excellence, and compliance while supporting onboarding initiatives, integration partners, and large-scale merchant launches. In the Team Manager's absence, this role provides day-to-day leadership to ensure seamless operations and continued delivery of exceptional service to merchants and internal business partners.

Key Responsibilities

Workflow & Queue Management

• Monitor and manage the daily flow of merchant applications from submission through activation.
• Assign and rebalance workloads to ensure productivity targets and service level agreements (SLAs) are consistently met.
• Identify and resolve workflow bottlenecks, escalating issues when necessary.
• Monitor application aging and proactively address at-risk cases before service standards are impacted.
• Support the processing of complex, high-priority, and time-sensitive merchant applications.

Integration & Merchant Onboarding

• Oversee onboarding activities for integration partners from implementation through activation.
• Coordinate with cross-functional teams to gather program requirements, documentation, and merchant account processing needs.
• Support large-scale merchant onboarding projects while ensuring day-to-day operational efficiency.
• Maintain accurate onboarding procedures, activation guides, and integration documentation.

Team Support & Leadership

• Provide daily operational guidance to team members and help drive productivity, quality, and turnaround-time goals.
• Serve as the primary point of contact for agent questions related to systems, processes, policies, and complex merchant scenarios.
• Act as a subject matter expert for Merchant Onboarding workflows, applications, and procedures.
• Assist with onboarding, training, coaching, and development of new and existing team members.
• Lead daily operations and provide team direction in the absence of the Team Manager.

Quality, Reporting & Compliance

• Conduct quality reviews and audits of onboarding documentation and due diligence processes.
• Identify process improvement opportunities and provide coaching based on audit findings.
• Generate and maintain operational reporting, including Power BI dashboards and performance metrics.
• Analyze trends and communicate insights and recommendations to leadership.
• Ensure adherence to company policies, industry regulations, and compliance requirements.
• Perform additional duties as assigned.

Qualifications

• Minimum of 3 years of relevant experience in operations, account management, merchant onboarding, or a related field.
• Previous leadership, lead, coordinator, or supervisory experience preferred.
• Strong understanding of operational workflows, process management, and customer service principles.
• Demonstrated ability to prioritize work, manage multiple projects, and meet deadlines in a fast-paced environment.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong written and verbal communication abilities.
• Ability to collaborate effectively with internal and external stakeholders.

Preferred Qualifications

• Experience in financial services, consumer finance, payments, or another regulated industry.
• Experience supporting merchant onboarding, integration partnerships, or large-scale account implementations.
• Proficiency in Microsoft Office applications, including Excel.
• Experience with Power BI reporting and dashboard management.
• Bilingual in English and Spanish (written and verbal) preferred.