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Coppell

    Merchant Performance Specialist - Coppell, United States - American First Finance

    American First Finance
    American First Finance Coppell, United States

    3 weeks ago

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    Description

    Job Description

    Job Description

    What makes an AFF Merchant Performance Specialist:

    • The Merchant Performance Specialist role is responsible for engaging with existing American First Finance merchants by telephone to drive additional utilization and/or performance improvement. This position works directly with merchants, sales representatives, technology partners, and internal resources key to the merchant relationship. The Merchant Performance role is fundamentally a relationship focused position that requires a high level of customer service, communication, and a solutions-oriented approach to problem solving. This role is faster than average pace, and requires an efficient, ambitious individual who is both team-oriented and capable of working independently.
    • Deliver a first-class customer experience that represents AFF's Core Values
    • Someone who is passionate about personal and organizational success

    What we offer:

    • Competitive Compensation
    • Paid Time Off, 401K Matching, Medical, Dental, and Vision Benefits
    • High-growth organization with advancement opportunities
    • Diverse, Collaborative, & Fun Work Environment

    Roles and Responsibilities:

    • Provide exceptional service and prompt attention to all inbound communications from merchants.
    • Perform a variety of outbound calls to existing merchants to drive utilization and performance.
    • Document all work in Sugar CRM, capturing all relevant details of the interaction with a merchant.
    • Provide American First Finance management with accurate feedback from merchant interactions.
    • Prioritize workload in order to provide an efficient experience to our merchant partners.
    • Accurate and timely resolution of requests received through Sugar CRM for existing merchants.
    • Executing and managing "updated" agreements for merchants according to the new terms offered.
    • Expert knowledge of product/program terms in order to offer solutions-based problem solving.
    • Expert knowledge of merchant settings so all merchants are maintained in an "optimized" manner.
    • Update merchant settings with each change in contact, banking, or risk information.
    • Assist in scheduling merchant training when a training opportunity is discovered.
    • Assist in management of merchant relationship regarding dealer receivable balances.
    • Administration and implementation of merchant incentive programs.
    • Facilitate funding support requests from existing merchants.
    • Perform other duties as assigned by supervisor.

    Qualifications:

    • High School diploma: additional qualifications will be a plus.
    • Minimum of 3 years' experience in Operational background with a finance Operation or experience in Financial Services/Merchant Services industry in an operational or account management capacity.
    • Skilled in Microsoft, specifically Outlook, Word, and Excel.
    • Excellent time management and organizational skills.
    • Excellent verbal and written communication, and analytical skills.
    • Persuasive and goal-oriented.
    • Strong process and detail orientation.

    Bonus Skills:

    • College Degree
    • Bilingual English and Spanish
    • Experience in a Tele-Sales role
    • Previous experience in consumer finance
    • Previous experience in Dealer retention and relationship management
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