Centralized Merchant Consultant - Retention Team

Bank of America • Spokane, WA

1d • $26 - $39 • Onsite

About The Position

At Bank of America, the Centralized Merchant Consultant supports small business clients with payment processing solutions in a phone-based environment, primarily through referrals from small business specialists, financial centers, and other internal partners. The role consults with clients to understand their priorities and business needs, with awareness of merchant payment processing solutions, pricing, software, gateways, and security.

On the Retention Team, the consultant engages existing merchant clients to understand business challenges, strengthen relationships, and deliver solutions that retain business and support client growth. The role conducts pricing and payment strategy discussions, resolves service concerns using a white-glove approach, advises on processing solutions and technology enhancements, and partners with internal teams to improve client outcomes and protect revenue. The position is based at the Spokane Financial Center in Spokane, Washington, and follows a first-shift schedule of 40 hours per week.

Requirements

• Customer focus and relationship-building ability.
• Strong oral and written communication skills.
• Time management skills.
• Consultative sales and pipeline management skills.
• Problem-solving ability and teamwork.
• Presentation skills.
• Telephone sales and referral sales experience.
• 2 to 4+ years of sales experience.
• Technical expertise.
• Motivation to succeed in a performance-driven environment.
• Negotiation and influence skills.
• Strong attention to detail.
• High school diploma, GED, secondary school, or equivalent is the minimum education requirement.

Nice To Haves

• Industry knowledge in healthcare, retail, restaurants, business-to-business, or ISV environments.
• Knowledge of 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

• Provides merchant payment solutions to small business clients through Advanced Client Solutions, Financial Centers, Digital channels, and direct inbound calls, using consultative sales processes.
• Works toward sales and revenue goals while balancing operational excellence, risk management, and client experience expectations.
• Adheres to the workforce management team’s schedule to maintain adequate phone coverage in a contact center environment.
• Collaborates with internal partners and clients to determine payment processing needs and connects clients with expertise across the company.
• Proactively identifies sales opportunities and develops a pipeline through inbound and self-scheduled outbound calls.
• Identifies external prospect sources, including association, center-of-influence, and vendor relationships, and may attend assigned trade shows.
• Adapts to changes in the payment processing environment, maintains accurate records, and meets Service Level Agreements.
• Engages existing merchant clients to identify retention opportunities, address business concerns, and strengthen long-term relationships.
• Conducts consultative pricing and payment strategy discussions that balance client needs with revenue objectives and support portfolio retention.
• Partners with cross-functional teams to resolve complex client concerns, evaluate exception requests, and develop solutions that improve satisfaction and retention.
• Analyzes client relationship risk factors and recommends tailored payment, technology, and service solutions to preserve and grow existing relationships.
• Advises clients on payment acceptance trends, processing efficiencies, and available merchant solutions that support business growth.
• Follows established policies, procedures, controls, and documentation standards to maintain quality, accuracy, and regulatory compliance.
• Uses a white-glove approach to retain client relationships.

Benefits

• Benefits eligibility.
• Paid time off.
• Eligibility to participate in the annual discretionary incentive plan, with awards based on individual performance and behaviors, line-of-business or group performance and contributions, and overall company success.
• Resources and support for employees’ well-being and contributions.

What This Job Offers

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