Merchant Performance Specialist

• →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.

• 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.

• 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.

• 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.