Merchant Performance Specialist

The Merchant Performance Specialist is responsible for engaging with existing American First Finance merchants via phone and email to provide support as needed and perform account maintenance. This role involves direct interaction with merchants, sales representatives, technology partners, and internal stakeholders essential to the merchant relationship.

Requirements

• Provide exceptional service by responding promptly to inbound and outbound merchant communications.
• Maintain expert knowledge of product/program terms and merchant settings to provide optimized solutions and support.
• Handle requests in SugarCRM with precision and efficiency, ensuring prompt resolution while thoroughly documenting all interactions, updates, and changes to maintain accurate records.
• Administer and implement merchant incentive programs while facilitating funding support requests to enhance merchant engagement and ensure seamless processing.
• Manage and execute updated agreements for merchants based on new terms and ensure accurate updates.
• Prioritize workload efficiently to enhance the overall merchant experience and maintain strong partnerships.
• Maintain merchant accounts by promptly updating settings with any changes to contact, banking, or risk information to ensure accuracy and compliance.
• Maintain established SLAs and/or KPIs.
• Other operational duties as assigned.