Merchant Care Specialist

Merchant Care Specialist

Join to apply for the Merchant Care Specialist role at First Cash.

The Merchant Care Specialists position is responsible for achieving accurate and timely results that support established organizational standards. This role provides support for our merchant partners and customers throughout the consumer application process. This role is faster than average pace and requires an action-oriented individual who understands the importance of delivering exceptional service. The Merchant Care Specialist will be responsible for providing “World Class” service to our merchants and customer while maintaining compliance with laws, regulations and company policies.

• Become a Subject Matter Expert in the AFF consumer application process and corresponding Merchant Care procedures.
• Identify appropriate solutions to customer inquiries received via phone, chat, or email in a professional and efficient manner.
• Achieve acceptable performance levels in Departmental KPIs and performance metrics.
• Communicate appropriate solutions to customers in a clear, consistent and precise manner.
• Record and document customer interactions, including inquiries, complaints, and feedback.
• Escalate unresolved issues to higher-level support teams or management when necessary.
• Work closely with team members, supervisors, and other departments to ensure World Class Service.
• Responsible for learning and implementing all operational or process changes as communicated by Leadership.
• Prioritize merchant needs and expedite issues when necessary to ensure timely resolutions and maintain strong relationships.
• Other operational duties as assigned.

• A minimum of 1-year work-related experience
• Previous call center or customer service experience (preferred)
• Deep understanding of customer service principles and a commitment to providing exceptional service.
• High energy, great organization skills and uncompromising Integrity.
• Excellent verbal and written communication skills

• Bilingual English and Spanish
• Prior Call Center or telephone experience

• Entry level

• Other

• Other

First Cash 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—First Cash 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), First Cash 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, First Cash is committed to excellence, innovation, and financial inclusion. As a recognized industry leader, the company is a proud component of both the S&P Mid Cap 400 Index® and the Russell 2000 Index®. Join First Cash and be part of a company that values integrity, customer service, and growth.

First Cash Holdings, Inc. is an Equal Opportunity Employer.

First Cash 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  or  Ext. 1.

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