Merchant Care Specialist

FirstCash, Inc.; Coppell, Northern (TX, KY); Hybrid; USD 42,000 - 52,000; Full time

Job summary

FirstCash, Inc. is seeking a Merchant Care Specialist to deliver exceptional support to merchant partners and customers through the consumer application process. You will respond to inquiries by phone, email, and chat with clear, accurate information while maintaining compliance with company policies.

The role emphasizes a customer-first mindset, strong communication, and problem-solving in a fast-paced environment. Prior experience in customer service and familiarity with CRM tools are valued.

Qualifications

• Minimum 1 year of customer service or related experience.
• Strong verbal and written communication skills.
• Ability to work accurately in a fast-paced setting.

Responsibilities

• Assist merchant partners and customers via phone, email, and chat.
• Deliver accurate, timely information and resolve inquiries.
• Maintain performance metrics and document interactions.
• Escalate complex issues to appropriate teams when needed.
• Collaborate with teammates to ensure a smooth customer experience.
• Stay updated on process changes and implement them promptly.
• Build positive relationships with merchants through proactive support.
• Perform additional operational duties as assigned.

Skills

Customer service

Communication

Multitasking

Attention to detail

Integrity

Fast-paced

Tools

CRM systems

Job description

Merchant Care Specialist

Position Summary

The Merchant Care Specialist is responsible for delivering exceptional support to merchant partners and customers throughout the consumer application process. This role requires a customer-focused professional who thrives in a fast-paced environment and is committed to providing accurate, timely, and effective service. The ideal candidate is solution-oriented, detail-focused, and dedicated to maintaining compliance with company policies, procedures, and applicable regulations while delivering a world-class customer experience.

Key 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.

Qualifications

• Minimum of 1 year of customer service, call center, or related experience.
• Strong commitment to providing outstanding customer service.
• 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.

Preferred Qualifications

• Previous call center, contact center, or telephone-based customer service experience.
• Bilingual in English and Spanish.
• Experience supporting customers through application, loan, financial services, or retail processes.
• Proficiency with customer relationship management (CRM) systems and other customer support tools.

What We're Looking For

We are seeking a motivated and service-oriented professional who enjoys helping customers, solving problems, and building positive relationships. Successful candidates will be adaptable, dependable, and committed to delivering a best-in-class experience for both merchants and customers.

Why Join FirstCash?

• Work directly with compensation and workforce data that impacts business decisions
• Join a collaborative and growing Compensation team
• Gain exposure to large-scale compensation programs and analytics
• Opportunity to make meaningful contributions through data-driven insights
• Career growth and professional development opportunities