Merchant Training & Oversight Specialist

About the role

The Merchant Training & Oversight (MTO) Specialist is responsible for delivering comprehensive training and oversight to merchants on American First Finance's No Credit Needed payment solutions. This role plays a critical role in merchant success, ensuring they have the knowledge and tools to effectively utilize AFF’s programs.

Responsibilities

• Conduct high-quality, remote training sessions for merchants via phone and webinars.
• Serve as a subject matter expert on AFF’s No Credit Needed payment solutions.
• Educate merchants on best practices to enhance transaction efficiency and compliance.
• Investigate and resolve merchant-related customer complaints, identifying knowledge or process gaps.
• Monitor merchant advertising content to ensure compliance with AFF policies.
• Collaborate with Sales, Compliance, and Customer Service teams to resolve high-priority merchant disputes.
• Maintain detailed records of training sessions and merchant interactions in CRM and SharePoint.
• Prioritize and manage assigned cases to meet performance SLAs and KPIs.
• Identify opportunities to improve training content, processes, and merchant engagement.
• Perform additional duties as assigned by leadership.

Qualifications & Experience

• A High School Diploma or equivalent required; College Degree preferred.
• Minimum of 2 years of training, customer service, or call center experience.
• Strong verbal and written communication skills, with the ability to present complex information clearly.
• Proficient in Microsoft Office Suite (Excel, Outlook, Word) and CRM platforms.
• Excellent time management, organization, and attention to detail.
• Ability to handle multiple tasks in a fast-paced, deadline-driven environment.
• Comfortable with technology and digital platforms for training and case management.

Preferred Skills

• Bilingual (English & Spanish) – Highly desirable.
• Experience in training, coaching, or education roles.
• Knowledge of consumer finance, merchant services, or compliance-related processes.

Key Competencies for Success

• Customer Focus – Builds strong relationships, anticipates merchant needs, and delivers exceptional training and support.
• Nimble Learning – Quickly adapts to new systems, updates, and process improvements.
• Effective Communication – Presents information clearly and confidently, adjusting for different audiences.
• Collaboration – Works effectively with cross-functional teams to ensure merchant success.
• Resourcefulness – Efficiently manages multiple priorities and problem-solves in a dynamic environment.