Centralized Merchant Consultant - Retention 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 an awareness of merchant payment processing solutions, pricing, software, gateways, and security.

This job is responsible for engaging with existing merchant clients to understand business challenges, identify opportunities to strengthen relationships, and deliver solutions designed to retain business and support client growth. Key responsibilities include conducting pricing and payment strategy discussions, resolving service concerns with a white glove approach, consulting on processing solutions and technology enhancements, and partnering with internal teams to improve client outcomes and protect revenue.

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
• Adheres to schedule managed by the workforce management team to ensure adequate phone coverage in contact center environment
• Collaborates with internal partners and clients to determine payment processing needs and acts as a champion for clients by connecting expertise across the company to help achieve their goals
• Identifies opportunities proactively and develops a pipeline for sales opportunities through inbound and self-scheduled outbound calling activities
• Determines prospect external sources such as association relationships, centers of influence, and vendor relationships among others and may be required to attend trade shows as assigned
• Adapts to an ever changing payment processing environment, maintains accurate records, and adheres to Service Level Agreements
• Proactively engages existing merchant clients to identify retention opportunities, address business concerns, and strengthen long-term client relationships
• Conducts consultative pricing and payment strategy discussions to balance client needs with revenue objectives while supporting portfolio retention.
• Partners with cross-functional team to resolve complex client concerns, evaluate exception requests, and develop solutions that improve client satisfaction and retention outcomes.
• Analyzes client relationship risk factors and recommends tailored payment, technology, and service solutions to preserve and grow existing business relationships.
• Serves as a trusted advisor to clients by providing guidance on payment acceptance trends, processing efficiencies, and available merchant solutions that support business growth.
• Maintains a strong commitment to quality, accuracy, and regulatory compliance by adhering to established policies, procedures, controls, and documentation standards.
• Acts as a trusted advisor to retain client relationships through a white glove approach.

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
• Risk Management
• Client Retention Strategies

Required Qualifications:

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

Desired Qualifications:

• Business Acumen: Industry knowledge in healthcare, retail, restaurant, business to business and ISV 
• Merchant products and solutions
• High school diploma
• Multi-lingual ability is a plus
• Learning agility
• CRM (Client Relationship Management System)
• Merchant Pricing
• Ability to overturn negative client interaction

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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

$26.07 - $39.29 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.