Merchant Training and Oversight Specialist

FirstCash, Inc.; Coppell (TX); Hybrid; USD 26,000 - 29,000; Full time

Benefits offered by this job

Competitive pay

Growth opportunities

Medical benefits

401(k) matching

PTO

Collaborative environment

Professional development

Job summary

FirstCash Holdings, Inc. is seeking a Merchant Training & Oversight Specialist to deliver comprehensive training and oversight to merchants onAFF’s No Credit Needed payment solutions.

The role emphasizes high-quality training sessions, expert guidance, and proactive issue resolution to ensure merchant success. The candidate will educate on best practices, monitor compliance, and collaborate with Sales, Compliance, and Customer Service to resolve disputes, while maintaining thorough CRM and

Qualifications

• 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.

Responsibilities

• Deliver 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.

Skills

Training experience

Customer service

CRM platforms

MS Office

Verbal & written communication

Multitasking

Education

High School Diploma or equivalent

College degree preferred

Tools

Microsoft Office

CRM software

Job description

Merchant Training & Oversight Specialist

$19.00 to $21.00 per hour 100 % Onsite

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 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—FirstCash offers a diverse selection ofpre-owned jewelry, electronics, tools, appliances, sporting goods, musical instruments, and more. In addition, our stores providesmall, non-recourse pawn loanssecured by pledged personal property, offering accessible financial solutions to the communities we serve.

Through our wholly owned subsidiary,American First Finance (AFF), FirstCash also 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, FirstCash is committed to excellence, innovation, and financial inclusion. As a recognized industry leader, the company is a proud component of both theS&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.

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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.

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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 [e-mail] [phone] Ext. 1