Merchant Success & Accounts Specialist

American First Finance, LLC; Coppell, Northern (TX, KY); Hybrid; USD 38,000 - 52,000; Full time

Job 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.

Responsibilities include responding to merchant inquiries by phone and email, updating contact and banking information, documenting requests in SugarCRM, supporting incentive programs, managing

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

Attention to detail

Verbal communication

Written communication

Multitasking

Customer service

Education

High School Diploma or GED

Tools

SugarCRM

Microsoft Office

Job description

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.

Responsibilities include responding to merchant inquiries by phone and email, updating contact and banking information, documenting requests in SugarCRM, supporting incentive programs, managing