Merchant Care Team Manager

Merchant Care Team Manager

The Merchant Care Team Manager position is responsible for achieving accurate and timely results that support established organizational standards. The role supervises the troubleshooting and technical support of merchant partners and customers throughout the consumer application process. This role is faster than average pace and requires an efficient, detail-oriented individual who understands the importance of team and building lasting relationships. The Merchant Care Team Manager will be responsible for the day-to-day activities and performance of our Merchant Care team. The Merchant Care Team Manager will be responsible for providing "World Class" service to our merchants and customer while maintaining compliance with laws, regulations and company policies.

Roles And Responsibilities

• Develop and lead a high-performing team through selection, coaching, and development to effectively impact results and identify gaps to improve the retention and efficiency of the Merchant Care operations.
• The Team Manager will be required to become a Subject Matter Expert in Merchant Care procedures.
• Manage the time and attendance processes of the Merchant Care team, including time-off requests, attendance issues, and work with the Director of Merchant Care to make schedule changes.
• Managing daily workflow to oversee and coordinate the tasks and activities of the team to ensure efficient and effective operations. This includes prioritizing tasks, delegating responsibilities, and monitoring progress to meet deadlines and objectives.
• Responsible for achieving KPI's and SLA's, including Quality Assurance and productivity targets.
• Responsible for preparing and analyzing KPI reports, including effectively communicating trends.
• Provides recommendations and advises management on work process improvements.
• Ensuring agent staffing coverage to support business needs while providing hands-on support during peak periods and high-demand situations.
• Manage the documentation, implementation, and execution of team policies and procedures.
• Collaborate with cross-functional teams to ensure alignment on any new initiative that will require special consideration in the Merchant Care process.
• Other operational duties as assigned.

Qualifications & Requirements

Preferred Skills

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.