Merchant Care Specialist

Position Summary

The Merchant Care Specialist is responsible for delivering exceptional support to merchant partners and customers throughout the consumer application process. This role requires a customer-focused professional who thrives in a fast-paced environment and is committed to providing accurate, timely, and effective service. The ideal candidate is solution-oriented, detail-focused, and dedicated to maintaining compliance with company policies, procedures, and applicable regulations while delivering a world-class customer experience.

Key Responsibilities

• Develop expertise in the consumer application process and Merchant Care procedures.
• Respond to merchant and customer inquiries via phone, email, and chat in a professional, courteous, and efficient manner.
• Provide clear, accurate, and consistent information while identifying appropriate resolutions to customer concerns.
• Maintain departmental service levels and performance metrics.
• Document all customer interactions, including inquiries, concerns, resolutions, and feedback.
• Escalate complex or unresolved issues to management or appropriate support teams as needed.
• Collaborate with team members and cross-functional departments to ensure a seamless customer experience.
• Stay informed of operational updates and process changes, and implement them effectively.
• Build and maintain positive relationships with merchants by addressing needs promptly and proactively.
• Perform additional operational and customer support duties as assigned.

Qualifications

• Minimum of 1 year of customer service, call center, or related experience.
• Strong commitment to providing outstanding customer service.
• Excellent verbal and written communication skills.
• Strong organizational, multitasking, and problem-solving abilities.
• High level of integrity, professionalism, and attention to detail.
• Ability to work effectively in a fast-paced, metrics-driven environment.

Preferred Qualifications

• Previous call center, contact center, or telephone-based customer service experience.
• Bilingual in English and Spanish.
• Experience supporting customers through application, loan, financial services, or retail processes.
• Proficiency with customer relationship management (CRM) systems and other customer support tools.

What We're Looking For

We are seeking a motivated and service-oriented professional who enjoys helping customers, solving problems, and building positive relationships. Successful candidates will be adaptable, dependable, and committed to delivering a best-in-class experience for both merchants and customers.

Why Join FirstCash?

• Work directly with compensation and workforce data that impacts business decisions
• Join a collaborative and growing Compensation team
• Gain exposure to large-scale compensation programs and analytics
• Opportunity to make meaningful contributions through data-driven insights
• Career growth and professional development opportunities