Merchant Performance Specialist

firstcash-holdings-inc; Coppell (TX); On-site; USD 42,000 - 65,000; Full time

Job summary

FirstCashHoldings, Inc. is seeking a Merchant Performance Specialist to support existing merchants through phone and email, handling account maintenance and inquiries to ensure a positive customer experience.

The role works with sales, technology partners, and internal teams to resolve issues and drive efficiency, with emphasis on accurate documentation in SugarCRM and timely response to requests.

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

Multitasking

Bilingual English/Spanish

CRM experience

Education

High School Diploma or GED

Tools

SugarCRM

Microsoft Office

Job description

Merchant Performance Specialist

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.

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.

AboutFirstCashHoldings, Inc.

FirstCashHoldings, Inc. is theleading international operator of pawn storesand a premier provider oftechnology-driven point-of-sale payment solutions, both dedicated to serving cash- and credit-constrained consumers.

Withover 3,000 pawn storesacross29 U.S. states, the District of Columbia, and Latin America—including Mexico, Guatemala, Colombia, and El Salvador—FirstCashoffers a diverse selection ofpre-ownedjewelry, electronics, tools, appliances, sporting goods, musical instruments, and more. In addition, our stores providesmall, non-recourse pawn loanssecured by pledgedpersonal property, offering accessible financial solutions to the communities we serve.

Through our wholly owned subsidiary,American First Finance (AFF),FirstCashalso deliverslease-to-own and retail finance payment solutionsfor consumer goods and services. With anationwide network of over 13,000 retail merchant partners, we help customers access flexible financing options tailored to their needs.

With a workforce of approximately20,000 employeesacross the U.S. and Latin America,FirstCashis committed to excellence, innovation, and financial inclusion. As a recognized industry leader, the company is a proudcomponentof both theS&PMidCap400 Index and the Russell 2000 Index

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