Centralized Sr. Merchant Consultant - Client Relations Product (CRPT) Team

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:
This job is responsible for providing payment processing solutions to small business clients in a phone-based environment primarily through referrals from an assigned group of small business specialists, financial centers, and other internal partners. Key responsibilities include consulting with small business clients to understand their priorities and providing solutions to meet their business needs. Job expectations include having knowledge of merchant payment processing solutions, and familiarity with handling complex deals.

Responsibilities:

• Leverages consultative sales processes to provide merchant payment solutions for small business clients via channels such as Advanced Client Solutions, Financial Centers, Digital, and direct inbound calls
• Drives toward sales and revenue goals while balancing operational excellence, risk management, and client experience expectations
• Coaches peers on best practices and prospects external sources such as association relationships, centers of influence, and vendor relationships among others and may be required to attend trade shows as assigned
• Adheres to schedule managed by the workforce management team to ensure adequate phone coverage in contact center environment
• Acts as a champion for clients by connecting expertise across the company to help achieve their goals, adapts to an ever changing payment processing environment, understands technical solutions and processes, maintains accurate records, and adheres to Service Level Agreements
• Collaborates with internal partners and clients to determine needs and make recommendations for solutions using knowledge of merchant payment processing pricing, software, gateways, and security, as well as retail, restaurant, and business to business industry knowledge
• Identifies opportunities proactively and develops a pipeline for sales opportunities through inbound and self-scheduled outbound calling activities
• Serve as a Subject Matter Expert (SME) for complex client scenarios, platform questions, conversions, and additional location requests while providing guidance and support to peers
• Maintain strong queue coverage and client support while balancing escalations, special projects, and additional Senior Representative responsibilities
• Handle supervisor level calls and escalations, demonstrating sound judgment, professionalism, and a commitment to client satisfaction
• Mentor and support newer associates through coaching, knowledge sharing, and side-by-side assistance to strengthen overall team performance
• Act as a trusted resource for leadership and teammates by assisting with process questions, unique situations, operational initiatives, and departmental projects
• Demonstrate leadership through ownership, accountability, and collaboration while continuing to meet production, revenue, quality, and compliance expectations
• Support organizational change and new initiatives by helping drive adoption of new processes, tools, and platform enhancements across the team
• Lead by example through positive engagement, strong client advocacy, operational excellence, and a willingness to take on additional responsibilities when business needs require

Required Qualifications:

• Customer focus
• Relationship building
• Oral and written communication
• Consultative sales
• Pipeline management
• Problem solving
• Teamwork
• Time management
• Presentation skills
• Telephone sales
• Referral sales
• 2 to 4+ years of sales experience
• Technical expertise 
• Highly motivated to succeed in a performance driven environment

Desired Qualifications:

• Multi-lingual ability is a plus
• High school diploma
• Merchant products and solutions
• Business acumen: Industry knowledge in healthcare, retail, restaurant, business to business and ISV S
• CRM (Client Relationship Management System)
• Mentoring​

Skills:

• Client Experience Branding
• Client Solutions Advisory
• Customer and Client Focus
• Payment Processing
• Pipeline Management
• Consulting
• Credit Documentation Requirements
• Oral Communications
• Referral Management
• Written Communications
• Financial Analysis
• Interpret Relevant Laws, Rules, and Regulations
• Issue Management
• Prospecting

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - WA - Spokane - 601 W Riverside Ave - Spokane Financial Center (WA2141)

Pay and benefits information

Pay range

$36.06 - $45.67 hourly pay, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.