What are the responsibilities and job description for the Merchant Performance Specialist position at American First Finance?
Merchant Performance Specialist
The Merchant Performance Specialist is a sales-driven, relationship-focused role dedicated to enhancing merchant engagement and sales performance. This position requires a proactive approach to driving utilization, optimizing merchant partnerships, and delivering exceptional service to support business growth.
As a key liaison between merchants, sales representatives, and internal teams, this role demands strong communication, problem-solving abilities, and a results-oriented mindset. The ideal candidate thrives in a fast-paced, target-driven environment, balancing multiple priorities while maximizing sales impact.
What We Offer
- Competitive Compensation Performance Incentives
- Paid Time Off, 401(k) Matching, and Comprehensive Medical, Dental, and Vision Benefits
- Opportunities for Career Growth in a High-Growth Organization
- A Collaborative and Dynamic Work Environment
Key Responsibilities
- Drive merchant engagement and sales growth by proactively reaching out to existing merchants to increase program utilization.
- Manage inbound and outbound communications with merchants, delivering prompt and high-quality service to resolve issues and enhance performance.
- Educate and guide merchants on best practices, product terms, and performance optimization strategies to boost sales outcomes.
- Leverage CRM tools (SugarCRM) to track interactions, manage merchant accounts, and maintain accurate performance records.
- Execute and manage updated merchant agreements to reflect new terms, ensuring accuracy and compliance.
- Implement and administer merchant incentive programs to encourage increased participation and sales activity.
- Collaborate with internal teams (Sales, Marketing, Merchant Care) to enhance merchant success and retention.
- Analyze key sales performance data and provide actionable insights to drive growth.
- Ensure all merchant accounts remain updated with changes in contact details, banking information, and risk management settings.
- Meet or exceed sales performance KPIs and SLAs to support business goals.
Qualifications & Experience
- High School Diploma required; additional education is a plus.
- Minimum of 3 years’ experience in a sales-driven environment, preferably in merchant services, financial services, or consumer finance.
- Proven ability to meet or exceed sales goals and performance targets.
- Exceptional interpersonal, verbal, and written communication skills.
- Strong analytical skills with the ability to assess sales performance and identify growth opportunities.
- Proficiency in Microsoft Office Suite (Excel, Word, Outlook) and CRM platforms (SugarCRM preferred).
- Excellent time management, organizational, and problem-solving skills.
- Ability to thrive in a fast-paced, high-energy work environment.
Bonus Skills
- College Degree in Business, Finance, or a related field.
- Bilingual (English/Spanish) preferred.
- Previous experience in tele-sales, account management, or B2B relationship management.
- Experience in dealer retention, relationship management, or consumer finance sales.
Key Competencies for Success
- Sales-Driven Mindset – Demonstrates a proactive approach to increasing merchant sales and performance.
- Customer-Centric Approach – Builds lasting relationships and delivers exceptional service.
- Strong Negotiation & Communication Skills – Effectively conveys value propositions and merchant benefits.
- Results-Oriented & Data-Driven – Uses performance metrics to drive decision-making and achieve targets.
- Accountability & Ownership – Takes initiative and follows through on commitments.
- Join American First Finance as a Merchant Performance Specialist and take your sales and relationship management skills to the next level while contributing to a high-growth, performance-driven organization!
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.
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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 at Recruiter_US@firstcash.com or (800)645-2611 Ext. 1
