About this role
Merchant Care Specialist
Position Summary
The Merchant Care Specialist is responsible for delivering exceptional support to merchant partners and customers throughout the consumer application process. This role requires a customer-focused professional who thrives in a fast-paced environment and is committed to providing accurate, timely, and effective service. The ideal candidate is solution-oriented, detail-focused, and dedicated to maintaining compliance with company policies, procedures, and applicable regulations while delivering a world-class customer experience.
Key Responsibilities
- Develop expertise in the consumer application process and Merchant Care procedures.
- Respond to merchant and customer inquiries via phone, email, and chat in a professional, courteous, and efficient manner.
- Provide clear, accurate, and consistent information while identifying appropriate resolutions to customer concerns.
- Maintain departmental service levels and performance metrics.
- Document all customer interactions, including inquiries, concerns, resolutions, and feedback.
- Escalate complex or unresolved issues to management or appropriate support teams as needed.
- Collaborate with team members and cross-functional departments to ensure a seamless customer experience.
- Stay informed of operational updates and process changes, and implement them effectively.
- Build and maintain positive relationships with merchants by addressing needs promptly and proactively.
- Perform additional operational and customer support duties as assigned.
Qualifications
- Minimum of 1 year of customer service, call center, or related experience.
- Strong commitment to providing outstanding customer service.
- Excellent verbal and written communication skills.
- Strong organizational, multitasking, and problem-solving abilities.
- High level of integrity, professionalism, and attention to detail.
- Ability to work effectively in a fast-paced, metrics-driven environment.
Preferred Qualifications
- Previous call center, contact center, or telephone-based customer service experience.
- Bilingual in English and Spanish.
- Experience supporting customers through application, loan, financial services, or retail processes.
- Proficiency with customer relationship management (CRM) systems and other customer support tools.
What We're Looking For
We are seeking a motivated and service-oriented professional who enjoys helping customers, solving problems, and building positive relationships. Successful candidates will be adaptable, dependable, and committed to delivering a best-in-class experience for both merchants and customers.
Why Join FirstCash?
- Work directly with compensation and workforce data that impacts business decisions
- Join a collaborative and growing Compensation team
- Gain exposure to large-scale compensation programs and analytics
- Opportunity to make meaningful contributions through data-driven insights
- Career growth and professional development opportunities
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