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