What are the responsibilities and job description for the Merchant Training & Oversight Specialist position at First Cash, Inc.?
Description
This role is 100% Onsite and Located in Coppell, TX.
What Makes an AFF Merchant Training & Oversight Specialist?
The Merchant Training & Oversight (MTO) Specialist role is responsible for effectively training merchants on the processes, policies, and program details of all No Credit Needed payment solutions offered through American First Finance. Training events are conducted remotely, primarily via an outbound call line but may at times involve live demonstrations via webinar. The MTO role requires a high level of customer service, communication, and attention to detail. This role has a faster than average pace, requiring good time management to efficiently handle multiple training follow ups daily. MTO Specialists must be resourceful, highly motivated individuals capable of working independently and as part of a team.
ROLES AND RESPONSIBILITIES
- Deliver world class, remote training to merchants in fast-paced call center environment (e.g., phone, webinar)
- Serve as a subject matter expert on No Credit Needed payment solutions offered through AFF, guiding stores through the transaction process, features, and benefits.
- Prioritize assigned workload (i.e., Cases) to meet established SLAs and deliver results.
- Debrief merchants on customer complaints and trends to identify process or knowledge gaps.
- Advise merchants on recommended best practices to help reduce and prevent customer escalations.
- Contact stores to assist in the investigation and resolution of merchant facing customer complaints.
- Monitor merchants’ online footprint to identify advertising infractions and ensure the removal of unapproved content.
- Collaborate with cross functional areas to resolve high-urgency disputes (e.g., Sales, Compliance, etc.)
- Document all merchant training events daily in our CRM platform and SharePoint.
- Perform other duties as assigned by supervisor.
QUALIFICATIONS & EDUCATION REQUIREMENTS
PREFERRED SKILLS
CRITICAL COMPETENCIES FOR SUCCESS
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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
