Merchant Performance Specialist

American First Finance; Coppell (TX); On-site; USD 38,000 - 52,000; Full time

Job summary

American First Finance (AFF), a subsidiary of FirstCash Holdings, Inc., is seeking a Merchant Performance Specialist to support existing merchants by handling account maintenance, responding to questions, and resolving issues by phone and email. You will collaborate with merchants, sales teams, technology partners and internal departments to ensure a positive customer experience.

Key tasks include updating contact and banking details, processing requests in SugarCRM, supporting merchant

Qualifications

• High School Diploma or GED required.
• Strong attention to detail and organizational skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Customer service experience preferred.

Responsibilities

• Respond to merchant questions and requests by phone and email.
• Maintain merchant accounts, including updates to contact, banking, and account information.
• Process and document requests accurately in SugarCRM.
• Support merchant incentive programs and funding-related requests.
• Manage merchant agreements and process updates when needed.
• Prioritize tasks to ensure timely resolution of merchant needs.
• Meet established performance goals, SLAs, and KPIs.
• Provide excellent customer service and build strong merchant relationships.
• Perform other duties as assigned.

Skills

Customer service

Communication skills

Multitasking

Attention to detail

Team collaboration

Bilingual English/Spanish

Education

High School Diploma or GED

Tools

SugarCRM

Microsoft Office

Job description

Position Summary

The Merchant Performance Specialist supports existing merchants by handling account maintenance, answering questions, and resolving issues through phone and email. This role works closely with merchants, sales teams, technology partners, and internal departments to ensure a positive customer experience.

Description

Merchant Performance Specialist

The Merchant Performance Specialist supports existing merchants by handling account maintenance, answering questions, and resolving issues through phone and email. This role works closely with merchants, sales teams, technology partners, and internal departments to ensure a positive customer experience.

Key Responsibilities

• Respond to merchant questions and requests by phone and email.
• Maintain merchant accounts, including updates to contact, banking, and account information.
• Process and document requests accurately in SugarCRM.
• Support merchant incentive programs and funding-related requests.
• Manage merchant agreements and process updates when needed.
• Prioritize tasks to ensure timely resolution of merchant needs.
• Meet established performance goals, SLAs, and KPIs.
• Provide excellent customer service and build strong merchant relationships.
• Perform other duties as assigned.

Qualifications

• High School Diploma or GED required.
• Strong attention to detail and organizational skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Customer service experience preferred.

Preferred Qualifications

• Bilingual in English and Spanish.
• Previous call center or phone support experience.
• Experience with contract management.
• Proficient in Microsoft Office.
• Experience using CRM systems, preferably SugarCRM.

Core Competencies

• Strong customer service and relationship-building skills.
• Effective communication and active listening.
• Problem-solving and initiative.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.

About FirstCash Holdings, Inc.

FirstCash Holdings, Inc. is the leading international operator of pawn stores and a premier provider of technology-driven point-of-sale payment solutions, both dedicated to serving cash- and credit-constrained consumers.

With over 3,000 pawn stores across 29 U.S. states, the District of Columbia, and Latin America—including Mexico, Guatemala, Colombia, and El Salvador—FirstCash offers a diverse selection of pre-owned jewelry, electronics, tools, appliances, sporting goods, musical instruments, and more. In addition, our stores provide small, non-recourse pawn loans secured by pledged personal property, offering accessible financial solutions to the communities we serve.

Through our wholly owned subsidiary, American First Finance (AFF), FirstCash also delivers lease-to-own and retail finance payment solutions for consumer goods and services. With a nationwide network of over 13,000 retail merchant partners, we help customers access flexible financing options tailored to their needs.

With a workforce of approximately 20,000 employees across the U.S. and Latin America, FirstCash is committed to excellence, innovation, and financial inclusion. As a recognized industry leader, the company is a proud component of both the S&P MidCap 400 Index® and the Russell 2000 Index®, reflecting our strength and stability in the market.

Join FirstCash and be part of a company that values integrity, customer service, and growth.