American First Finance
Overview
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 teamwork and building lasting relationships. The Merchant Care Team Manager will be responsible for the day-to-day activities and performance of the Merchant Care team, and for providing “World Class” service to our merchants and customers 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 retention and efficiency of Merchant Care operations. Become a Subject Matter Expert in Merchant Care procedures. Manage time and attendance processes of the Merchant Care team, including time-off requests and attendance issues; coordinate with the Director of Merchant Care to adjust schedules as needed. Oversee daily workflow to coordinate team tasks and activities, prioritize work, delegate responsibilities, and monitor progress to meet deadlines and objectives. Achieve KPIs and SLAs, including Quality Assurance and productivity targets. Prepare and analyze KPI reports and communicate trends to management. Provide recommendations on work process improvements to optimize operations. Ensure adequate staffing coverage to support business needs, and provide hands-on support during peak periods and high-demand situations. Document, implement, and enforce team policies and procedures. Collaborate with cross-functional teams to align on new initiatives affecting the Merchant Care process. Perform other operational duties as assigned. Qualifications & Requirements
A minimum of 5 years of related work experience. High energy, strong organizational skills, and uncompromising integrity. Prior management experience in 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 in 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, 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), FirstCash offers a diverse selection of pre-owned jewelry, electronics, tools, appliances, sporting goods, musical instruments, and more, along with small, non-recourse pawn loans secured by pledged personal property. Through our wholly owned subsidiary, American First Finance (AFF), FirstCash delivers lease-to-own and retail finance payment solutions for consumer goods and services. We have a nationwide network of over 13,000 retail merchant partners to 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. The company is a recognized industry leader and a member of the S&P MidCap 400 Index and the Russell 2000 Index. 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 duties and responsibilities. Management may assign or reassign duties at any time; duties and responsibilities may change due to reasonable accommodations or other reasons. Equal Opportunity Employment
FirstCash Holdings, Inc. is an Equal Opportunity Employer and is committed to the full inclusion of all qualified individuals. If a reasonable accommodation is required to participate in the job application or interview process, to perform essential functions of the job, or to receive all other benefits and privileges of employment, please contact Human Resources.
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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 teamwork and building lasting relationships. The Merchant Care Team Manager will be responsible for the day-to-day activities and performance of the Merchant Care team, and for providing “World Class” service to our merchants and customers 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 retention and efficiency of Merchant Care operations. Become a Subject Matter Expert in Merchant Care procedures. Manage time and attendance processes of the Merchant Care team, including time-off requests and attendance issues; coordinate with the Director of Merchant Care to adjust schedules as needed. Oversee daily workflow to coordinate team tasks and activities, prioritize work, delegate responsibilities, and monitor progress to meet deadlines and objectives. Achieve KPIs and SLAs, including Quality Assurance and productivity targets. Prepare and analyze KPI reports and communicate trends to management. Provide recommendations on work process improvements to optimize operations. Ensure adequate staffing coverage to support business needs, and provide hands-on support during peak periods and high-demand situations. Document, implement, and enforce team policies and procedures. Collaborate with cross-functional teams to align on new initiatives affecting the Merchant Care process. Perform other operational duties as assigned. Qualifications & Requirements
A minimum of 5 years of related work experience. High energy, strong organizational skills, and uncompromising integrity. Prior management experience in 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 in 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, 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), FirstCash offers a diverse selection of pre-owned jewelry, electronics, tools, appliances, sporting goods, musical instruments, and more, along with small, non-recourse pawn loans secured by pledged personal property. Through our wholly owned subsidiary, American First Finance (AFF), FirstCash delivers lease-to-own and retail finance payment solutions for consumer goods and services. We have a nationwide network of over 13,000 retail merchant partners to 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. The company is a recognized industry leader and a member of the S&P MidCap 400 Index and the Russell 2000 Index. 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 duties and responsibilities. Management may assign or reassign duties at any time; duties and responsibilities may change due to reasonable accommodations or other reasons. Equal Opportunity Employment
FirstCash Holdings, Inc. is an Equal Opportunity Employer and is committed to the full inclusion of all qualified individuals. If a reasonable accommodation is required to participate in the job application or interview process, to perform essential functions of the job, or to receive all other benefits and privileges of employment, please contact Human Resources.
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