Merchant Specialist

Merchant Performance Specialist Position Summary

The Merchant Performance Specialist supports existing merchants by handling account maintenance, answering questions, and resolving issues through phone and email. This role works closely with merchants, sales teams, technology partners, and internal departments to ensure a positive customer experience.

• Respond to merchant questions and requests by phone and email.
• Maintain merchant accounts, including updates to contact, banking, and account information.
• Process and document requests accurately in SugarCRM.
• Support merchant incentive programs and funding-related requests.
• Manage merchant agreements and process updates when needed.
• Prioritize tasks to ensure timely resolution of merchant needs.
• Meet established performance goals, SLAs, and KPIs.
• Provide excellent customer service and build strong merchant relationships.
• Perform other duties as assigned.

• High School Diploma or GED required.
• Strong attention to detail and organizational skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Customer service experience preferred.

• Bilingual in English and Spanish.
• Previous call center or phone support experience.
• Experience with contract management.
• Proficient in Microsoft Office.
• Experience using CRM systems, preferably SugarCRM.

• Strong customer service and relationship-building skills.
• Effective communication and active listening.
• Problem-solving and initiative.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.

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 Cashoffers a diverse selection of
pre-ownedjewelry, electronics, tools, appliances, sporting goods, musical instruments, and more
. In addition, our stores provide
small, non-recourse pawn loans
secured by pledgedpersonal property, offering accessible financial solutions to the communities we serve.

Through our wholly owned subsidiary,
American First Finance (AFF),First Cashalso 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 Cashis committed to excellence, innovation, and financial inclusion. As a recognized industry leader, the company is a proudcomponentof both theS&PMid Cap
400 Index® and the Russell 2000 Index®, reflecting our strength and stability in the market.

Join First Cashand  be part of a company that values integrity, customer service, and growth.