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American First Finance · 1 day ago

Merchant Oversight Team Manager

Coppell, TX

Full-time

Onsite

Mid, Senior Level

3+ years exp

American First Finance is a leading provider of technology-driven point-of-sale payment solutions. The Merchant Oversight Team Manager is responsible for supervising the Merchant Oversight team, ensuring compliance, and delivering best-in-class service to merchants while managing daily operations and team performance.

FinanceFinancial ServicesFinTech

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 Oversight operations

Manage 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

Manage time and attendance processes, including time-off requests, attendance issues, and build work schedules that provide business coverage

Monitor, evaluate, and interpret complaint data to facilitate the execution and documentation of merchant oversight activities

Partner with Sales Leadership to review recurring complaint trends, advising on retraining and risk mitigation opportunities

Become a Subject Matter Expert in the merchant monitoring matrix, risk reduction features, and escalation protocols

Assist cross functional areas with the timely investigation, response, and resolution of high-urgency complaints

Manage the documentation, implementation, and execution of team policies and procedures

Prepare, analyze, and report team KPIs, effectively communicating trends to achieve SLAs

Provide hands-on support during peak periods and high-demand situations

Perform other operational duties as assigned

Qualification

Supervisory experiencePC applications proficiencyTime managementFluent in SpanishProblem-solvingDelegation skillsRetail environment knowledgeLiveVox Dialer experienceNo Credit Needed knowledgeCommunication skillsOrganizational skills