Merchant Performance Specialist

Merchant Performance Specialist
Position Summary
The Merchant Performance Specialist supports existing merchants by handling account maintenance, answering questions, and resolving issues through phone and email. This role works closely with merchants, sales teams, technology partners, and internal departments to ensure a positive customer experience.
Key Responsibilities
Respond to merchant questions and requests by phone and email.
Maintain merchant accounts, including updates to contact, banking, and account information.
Process and document requests accurately in SugarCRM.
Support merchant incentive programs and funding-related requests.
Manage merchant agreements and process updates when needed.
Prioritize tasks to ensure timely resolution of merchant needs.
Meet established performance goals, SLAs, and KPIs.
Provide excellent customer service and build strong merchant relationships.
Perform other duties as assigned.
Qualifications
High School Diploma or GED required.
Strong attention to detail and organizational skills.
Excellent verbal and written communication skills.
Ability to manage multiple tasks in a fast-paced environment.
Customer service experience preferred.
Preferred Qualifications
Bilingual in English and Spanish.
Previous call center or phone support experience.
Experience with contract management.
Proficient in Microsoft Office.
Experience using CRM systems, preferably SugarCRM.
Core Competencies
Strong customer service and relationship-building skills.
Effective communication and active listening.
Problem-solving and initiative.
Ability to work independently and as part of a team.
Strong organizational and time management skills.
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 Salvador—FirstCash 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.