Merchant Training and Oversight Specialist

American First Finance, LLC; Coppell (TX); On-site; USD 26,000 - 29,000; Full time

Benefits offered by this job

Competitive Compensation + Growth Op­p

Comprehensive Benefits Package (Med, D

401(k) Matching, PTO

Collaborative & Fast-Paced Work Env.

Ongoing Professional Development &

Job summary

American First Finance, LLC seeks a Merchant Training & Oversight Specialist to deliver training and oversight to merchants on AFF’s No Credit Needed solutions. You will conduct remote sessions by phone and webinars, guiding merchants through transactions, best practices, and compliance requirements.

The role thrives in a fast-paced environment and supports merchant success. Key activities include maintaining training records, collaborating with Sales, Compliance, and Customer Service, and

Qualifications

• 2 years minimum in training, customer service, or call center.
• Strong verbal and written communication; ability to present complex information clearly.
• Proficient in Microsoft Office Suite and CRM platforms.

Responsibilities

• Conduct high-quality, remote training sessions for merchants via phone and webinars.
• Serve as a subject matter expert on AFF’s No Credit Needed solutions.
• Educate merchants on best practices to enhance transaction efficiency and compliance.
• Investigate and resolve merchant-related customer complaints; identify gaps in knowledge or processes.
• Monitor merchant advertising content for compliance with AFF policies.
• Collaborate with Sales, Compliance, and Customer Service to resolve disputes.
• Maintain detailed training records in CRM and SharePoint; manage cases to meet SLAs.

Skills

Training & customer service

Verbal & written communication

CRM proficiency

Multitasking

Microsoft Office

Education

High School Diploma or equivalent

College degree preferred

Tools

CRM platforms

Job description

Merchant Training & Oversight Specialist

$19.00 to $21.00 per hour 100 % Onsite

Description

The Merchant Training & Oversight (MTO) Specialist is responsible for delivering comprehensive training and oversight to merchants on the processes, policies, and program details of American First Finance’s No Credit Needed payment solutions. This role plays a critical role in merchant success, ensuring they have the knowledge and tools to effectively utilize AFF’s programs. MTO Specialists conduct training sessions remotely via phone and webinars, guiding merchants through the transaction process, best practices, and compliance requirements. The ideal candidate thrives in a fast-paced, high-volume environment, balancing multiple priorities while delivering exceptional service and education.

What We Offer

• Competitive Compensation + Growth Opportunities
• Comprehensive Benefits Package (Medical, Dental, Vision, 401(k) Matching, PTO)
• Collaborative & Fast-Paced Work Environment
• Ongoing Professional Development & Training
• Key Responsibilities
• Conduct high-quality, remote training sessions for merchants via phone and webinars.
• Serve as a subject matter expert on AFF’s No Credit Needed payment solutions.
• Educate merchants on best practices to enhance transaction efficiency and compliance.
• Investigate and resolve merchant-related customer complaints, identifying knowledge or process gaps.
• Monitor merchant advertising content to ensure compliance with AFF policies.
• Collaborate with Sales, Compliance, and Customer Service teams to resolve high-priority merchant disputes.
• Maintain detailed records of training sessions and merchant interactions in CRM and SharePoint.
• Prioritize and manage assigned cases to meet performance SLAs and KPIs.
• Identify opportunities to improve training content, processes, and merchant engagement.
• Perform additional duties as assigned by leadership.

Qualifications & Experience

• High School Diploma or equivalent required; College Degree preferred.
• Minimum of 2 years of training, customer service, or call center experience.
• Strong verbal and written communication skills, with the ability to present complex information clearly.
• Proficient in Microsoft Office Suite (Excel, Outlook, Word) and CRM platforms.
• Excellent time management, organization, and attention to detail.
• Ability to handle multiple tasks in a fast-paced, deadline-driven environment.
• Comfortable with technology and digital platforms for training and case management.

Preferred Skills

• Bilingual (English & Spanish) – Highly desirable.
• Experience in training, coaching, or education roles.
• Knowledge of consumer finance, merchant services, or compliance-related processes.
• Key Competencies for Success
• Customer Focus – Builds strong relationships, anticipates merchant needs, and delivers exceptional training and support.
• Nimble Learning – Quickly adapts to new systems, updates, and process improvements.
• Effective Communication – Presents information clearly and confidently, adjusting for different audiences.
• Collaboration – Works effectively with cross-functional teams to ensure merchant success.
• Resourcefulness – Efficiently manages multiple priorities and problem-solves in a dynamic environment.

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.

Note

Note: The information contained in this description is not intended to be an all-inclusive list of the duties and responsibilities of this job or the skills and abilities required to do the job. Management has the discretion to assign/reassign duties and responsibilities to this job at any time. Duties and responsibilities may be subject to change at any time due to reasonable accommodation or other reasons.

FirstCash Holdings, Inc. is an Equal Opportunity Employer

FirstCash Holdings, Inc. is committed to the full inclusion of all qualified individuals. In keeping with this commitment, FirstCash will ensure that individuals with disabilities are provided with reasonable accommodation. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process; to perform the essential functions of the job; and/or to receive all other benefits and privileges of employment, please contact Human Resources at [email protected] or [phone] Ext. 1