Merchant Care Pro — Fast, Solutions-Driven Support

American First Finance, LLC; Coppell, Northern (TX, KY); Hybrid; USD 42,000 - 60,000; Full time

Job summary

American First Finance, LLC is seeking a Merchant Care Specialist to deliver exceptional support to merchant partners and customers through the consumer application process. You will handle inquiries via phone, email, and chat, provide accurate information, and ensure compliance with policies.

The role emphasizes a customer-first mindset, detail orientation, and collaboration with cross-functional teams to maintain service levels and drive a world-class experience for merchants and consumers.

Qualifications

• Minimum of 1 year of customer service, call center, or related experience.
• Excellent verbal and written communication skills.
• Strong organizational, multitasking, and problem-solving abilities.
• High level of integrity, professionalism, and attention to detail.
• Ability to work effectively in a fast-paced, metrics-driven environment.

Responsibilities

• Develop expertise in the consumer application process and Merchant Care procedures.
• Respond to merchant and customer inquiries via phone, email, and chat in a professional, courteous, and efficient manner.
• Provide clear, accurate, and consistent information while identifying appropriate resolutions to customer concerns.
• Maintain departmental service levels and performance metrics.
• Document all customer interactions, including inquiries, concerns, resolutions, and feedback.
• Escalate complex or unresolved issues to management or appropriate support teams as needed.
• Collaborate with team members and cross-functional departments to ensure a seamless customer experience.
• Stay informed of operational updates and process changes, and implement them effectively.
• Build and maintain positive relationships with merchants by addressing needs promptly and proactively.
• Perform additional operational and customer support duties as assigned.

Skills

Customer service

Communication

Organizational skills

Problem solving

Attention to detail

Fast-paced environment

Tools

CRM systems

Customer support tools

Job description

American First Finance, LLC is seeking a Merchant Care Specialist to deliver exceptional support to merchant partners and customers through the consumer application process. You will handle inquiries via phone, email, and chat, provide accurate information, and ensure compliance with policies.

The role emphasizes a customer-first mindset, detail orientation, and collaboration with cross-functional teams to maintain service levels and drive a world-class experience for merchants and consumers.