Merchant Training and Oversight Specialist
Customer Success ManagerCustomer SuccessFull TimeRemoteMid LevelTeam 201-500
Location
United States
Posted
15 days ago
Salary
Not specified
Seniority
Mid Level
Training DeliveryWebinarCRMMicrosoft OfficeSharePointCustomer ServiceCall CenterComplianceTime ManagementProblem Solving
Job Description
Merchant Training & Oversight Specialist
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.
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.
Submission of your application confirms your “opt-in” desire to receive additional phone, text and email communications from the FirstCash Talent Acquisition Team. These communications include information about the specific job you applied for and other potential opportunities available at FirstCash. Message and data rates may apply. You can unsubscribe to text messages by replying STOP to the message at any time. You can unsubscribe from email communications by clicking unsubscribe, within the email, at any time. Visit https://firstcash.com/privacy-policy for additional questions or information.
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 Recruiter_US@firstcash.com or (800)645-2611 Ext. 1
Job Requirements
- 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.
- 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.
Benefits
- Competitive Compensation + Growth Opportunities
- Comprehensive Benefits Package (Medical, Dental, Vision, 401(k) Matching, PTO)
- Collaborative & Fast-Paced Work Environment
- Ongoing Professional Development & Training
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