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
