Centralized Merchant Consultant - Retention Team

Bank of America • Spokane, WA

1d • Onsite

About The Position

At Bank of America, the Centralized Merchant Consultant supports small business clients by providing merchant payment processing solutions in a phone-based environment. The role primarily works through referrals from assigned small business specialists, financial centers, and other internal partners, as well as inbound and scheduled outbound calls. Consultants learn about clients’ priorities and business needs, then recommend relevant payment, pricing, software, gateway, security, and technology solutions.

On the Retention Team, the consultant engages existing merchant clients to understand business challenges, address service concerns, identify retention opportunities, and strengthen long-term relationships. The role includes consultative pricing and payment strategy discussions, resolving complex concerns with a white-glove approach, and partnering with internal teams to improve client outcomes and protect revenue. Consultants balance sales and revenue goals with operational excellence, risk management, regulatory compliance, and a positive client experience.

This is a first-shift, 40-hour-per-week role based at the Spokane Financial Center in Spokane, Washington. Bank of America describes an in-office culture with role-specific flexibility based on responsibilities and business needs. The pay range is $26.07–$39.29 per hour, with offers determined by experience, education, and skill set. The role is eligible for an annual discretionary incentive plan and benefits, including paid time off.

Requirements

• High school diploma, GED, secondary school diploma, or equivalent.
• 2 to 4+ years of sales experience.
• Customer focus and relationship-building ability.
• Oral and written communication skills.
• Time management skills.
• Consultative sales and pipeline management skills.
• Problem-solving skills and ability to work as part of a team.
• Presentation skills.
• Telephone sales and referral sales skills.
• Technical expertise.
• Motivation to succeed in a performance-driven environment.
• Negotiation and influencing skills.
• Strong attention to detail.

Nice To Haves

• Business acumen and industry knowledge in healthcare, retail, restaurants, business-to-business, or ISV merchant products and solutions.
• Multilingual ability.
• Learning agility.
• Experience with a CRM (Client Relationship Management System).
• Merchant pricing knowledge.
• Ability to turn around a negative client interaction.

Responsibilities

• Use consultative sales processes to provide merchant payment solutions to small business clients through Advanced Client Solutions, financial centers, digital channels, and direct inbound calls.
• Work toward sales and revenue goals while meeting operational excellence, risk management, and client experience expectations.
• Follow the workforce management team’s schedule to ensure adequate phone coverage in the contact center.
• Collaborate with clients and internal partners to determine payment processing needs and connect clients with expertise across the company.
• Proactively identify sales opportunities and develop a pipeline through inbound and self-scheduled outbound calling.
• Identify external prospect sources, such as associations, centers of influence, and vendor relationships; attend trade shows when assigned.
• Adapt to changes in the payment processing environment, maintain accurate records, and meet Service Level Agreements.
• Engage existing merchant clients to identify retention opportunities, address business concerns, and strengthen long-term relationships.
• Conduct consultative pricing and payment strategy discussions that balance client needs with revenue objectives and portfolio retention.
• Partner with cross-functional teams to resolve complex client concerns, evaluate exception requests, and develop solutions that improve satisfaction and retention.
• Analyze client relationship risk factors and recommend tailored payment, technology, and service solutions to preserve and grow existing business.
• Advise clients on payment acceptance trends, processing efficiencies, and available merchant solutions that support business growth.
• Follow established policies, procedures, controls, and documentation standards to maintain quality, accuracy, and regulatory compliance.
• Retain client relationships by providing a white-glove service approach.

Benefits

• Benefits eligibility.
• Access to paid time off.
• Resources and support for employees.
• Eligibility to participate in an annual discretionary incentive plan, with awards based on individual performance and behaviors, line-of-business or group performance, and company success.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED