Merchant Success & Support 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

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