American First Finance is hiring a Merchant Performance Specialist

Responsibilities

• Respond quickly and effectively to incoming and outgoing communications from merchants.
• Stay current on product details, program terms, and merchant configurations to deliver tailored support and solutions.
• Accurately manage merchant cases in SugarCRM, ensuring timely resolution and complete documentation of all actions and updates.
• Oversee merchant incentive programs and assist with funding requests to strengthen engagement and operational flow.
• Process and implement revised merchant agreements according to updated terms, ensuring all records are correctly maintained.
• Organize tasks strategically to improve merchant satisfaction and sustain strong business relationships.
• Keep merchant profiles up to date by promptly recording changes in contact details, banking data, or risk-related information.
• Meet or exceed defined service level agreements and key performance indicators.
• Carry out additional operational tasks as needed.

Requirements

• High School Diploma or relevant work experience.
• Strong focus on processes and attention to detail.
• Excellent interpersonal skills with clear verbal and written communication.
• Demonstrated ability to handle multiple projects simultaneously while adhering to deadlines and precision standards.

Nice to Have

• Fluency in both English and Spanish, spoken and written.
• Background in call center or phone-based customer service roles.
• Effective time management and organizational abilities.
• Prior experience managing contracts or agreements.
• Advanced skills in Microsoft Office applications.

Preferred

• Bilingual in English and Spanish, oral and written.
• Prior Call Center or telephone experience.
• Excellent time management and organizational skills.
• Prior experience with contract management.
• Strong Proficiency in Microsoft Office.

Other

• Bilingual in English and Spanish is preferred.
• Prior Call Center or telephone experience is preferred.
• Excellent time management and organizational skills are preferred.
• Prior experience with contract management is preferred.
• Strong Proficiency in Microsoft Office is preferred.