Cash America
Merchant Care Team Manager
The Merchant Care Team Manager position is responsible for achieving accurate and timely results that support established organizational standards. The role supervises the troubleshooting and technical support of merchant partners and customers throughout the consumer application process. This role is faster than average pace and requires an efficient, detail-oriented individual who understands the importance of team and building lasting relationships. The Merchant Care Team Manager will be responsible for the day-to-day activities and performance of our Merchant Care team. The Merchant Care Team Manager will be responsible for providing World Class service to our merchants and customer while maintaining compliance with laws, regulations and company policies.
ROLES AND RESPONSIBILITIES
Develop and lead a high-performing team through selection, coaching, and development to effectively impact results and identify gaps to improve the retention and efficiency of the Merchant Care operations. The Team Manager will be required to become a Subject Matter Expert in Merchant Care procedures. Manage the time and attendance processes of the Merchant Care team, including time-off requests, attendance issues, and work with the Director of Merchant Care to make schedule changes. Managing daily workflow to oversee and coordinate the tasks and activities of the team to ensure efficient and effective operations. This includes prioritizing tasks, delegating responsibilities, and monitoring progress to meet deadlines and objectives. Responsible for achieving KPIs and SLAs, including Quality Assurance and productivity targets. Responsible for preparing and analyzing KPI reports, including effectively communicating trends. Provides recommendations and advises management on work process improvements. Ensuring agent staffing coverage to support business needs while providing hands-on support during peak periods and high- demand situations Manage the documentation, implementation, and execution of team policies and procedures. Collaborate with cross-functional teams to ensure alignment on any new initiative that will require special consideration in the Merchant Care process. Other operational duties as assigned. QUALIFICATIONS & REQUIREMENTS
A minimum of 5 years work-related experience is required. High energy, great organization skills and uncompromising Integrity. Prior management experience within a high volume, detail and process driven environment. Exceptional interpersonal, oral and written communication skills. Excellent verbal and written communication skills PREFERRED SKILLS
College Degree Bilingual English and Spanish Prior Call Center or telephone experience About FirstCash Holdings, Inc.
FirstCash 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 SalvadorFirstCash 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) , FirstCash 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, FirstCash is committed to excellence, innovation, and financial inclusion. As a recognized industry leader, the company is a proud component of both the
S&P MidCap 400 Index and the Russell 2000 Index , reflecting our strength and stability in the market. Join FirstCash and be part of a company that values integrity, customer service, and growth.
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Note: The information contained in this description is not intended to be an all-inclusive list of the duties and responsibilities of this job or the skills and abilities required to do the job. Management has the discretion to assign/reassign duties and responsibilities to this job at any time. Duties and responsibilities may be subject to change at any time due to reasonable accommodation or other reasons.
Submission of your application confirms your opt-in desire to receive additional phone, text and email communications from the FirstCash Talent Acquisition Team. These communications include information about the specific job you applied for and other potential opportunities available at FirstCash. Message and data rates may apply. You can unsubscribe to text messages by replying STOP to the message at any time. You can unsubscribe from email communications by clicking unsubscribe, within the email, at any time. Visit
https://firstcash.com/privacy-policy
for additional questions or information.
FirstCash Holdings, Inc. is an Equal Opportunity Employer
FirstCash Holdings, Inc. is committed to the full inclusion of all qualified individuals. In keeping with this commitment, FirstCash 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 Recruiter_US@firstcash.com or (800)645-2611 Ext. 1 #J-18808-Ljbffr
The Merchant Care Team Manager position is responsible for achieving accurate and timely results that support established organizational standards. The role supervises the troubleshooting and technical support of merchant partners and customers throughout the consumer application process. This role is faster than average pace and requires an efficient, detail-oriented individual who understands the importance of team and building lasting relationships. The Merchant Care Team Manager will be responsible for the day-to-day activities and performance of our Merchant Care team. The Merchant Care Team Manager will be responsible for providing World Class service to our merchants and customer while maintaining compliance with laws, regulations and company policies.
ROLES AND RESPONSIBILITIES
Develop and lead a high-performing team through selection, coaching, and development to effectively impact results and identify gaps to improve the retention and efficiency of the Merchant Care operations. The Team Manager will be required to become a Subject Matter Expert in Merchant Care procedures. Manage the time and attendance processes of the Merchant Care team, including time-off requests, attendance issues, and work with the Director of Merchant Care to make schedule changes. Managing daily workflow to oversee and coordinate the tasks and activities of the team to ensure efficient and effective operations. This includes prioritizing tasks, delegating responsibilities, and monitoring progress to meet deadlines and objectives. Responsible for achieving KPIs and SLAs, including Quality Assurance and productivity targets. Responsible for preparing and analyzing KPI reports, including effectively communicating trends. Provides recommendations and advises management on work process improvements. Ensuring agent staffing coverage to support business needs while providing hands-on support during peak periods and high- demand situations Manage the documentation, implementation, and execution of team policies and procedures. Collaborate with cross-functional teams to ensure alignment on any new initiative that will require special consideration in the Merchant Care process. Other operational duties as assigned. QUALIFICATIONS & REQUIREMENTS
A minimum of 5 years work-related experience is required. High energy, great organization skills and uncompromising Integrity. Prior management experience within a high volume, detail and process driven environment. Exceptional interpersonal, oral and written communication skills. Excellent verbal and written communication skills PREFERRED SKILLS
College Degree Bilingual English and Spanish Prior Call Center or telephone experience About FirstCash Holdings, Inc.
FirstCash 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 SalvadorFirstCash 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) , FirstCash 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, FirstCash is committed to excellence, innovation, and financial inclusion. As a recognized industry leader, the company is a proud component of both the
S&P MidCap 400 Index and the Russell 2000 Index , reflecting our strength and stability in the market. Join FirstCash and be part of a company that values integrity, customer service, and growth.
---------------------------------------
Note: The information contained in this description is not intended to be an all-inclusive list of the duties and responsibilities of this job or the skills and abilities required to do the job. Management has the discretion to assign/reassign duties and responsibilities to this job at any time. Duties and responsibilities may be subject to change at any time due to reasonable accommodation or other reasons.
Submission of your application confirms your opt-in desire to receive additional phone, text and email communications from the FirstCash Talent Acquisition Team. These communications include information about the specific job you applied for and other potential opportunities available at FirstCash. Message and data rates may apply. You can unsubscribe to text messages by replying STOP to the message at any time. You can unsubscribe from email communications by clicking unsubscribe, within the email, at any time. Visit
https://firstcash.com/privacy-policy
for additional questions or information.
FirstCash Holdings, Inc. is an Equal Opportunity Employer
FirstCash Holdings, Inc. is committed to the full inclusion of all qualified individuals. In keeping with this commitment, FirstCash 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 Recruiter_US@firstcash.com or (800)645-2611 Ext. 1 #J-18808-Ljbffr