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

Bank of America•Spokane, WA

2d•Onsite

About The Position

At Bank of America, the Sr. Merchant Consultant provides 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. The role consults with clients to understand their priorities and recommend solutions that meet their business needs, drawing on knowledge of merchant payment processing and complex deals. The position works with clients and internal partners across channels including Advanced Client Solutions, Financial Centers, Digital, and direct inbound calls. It balances sales and revenue goals with operational excellence, risk management, client experience, accurate records, and service-level expectations. The Senior Consultant also serves as a subject matter expert for complex client scenarios and supports peers, leadership, and team initiatives through coaching, guidance, and collaboration. Bank of America describes an in-office culture intended to support collaboration, engagement, and career development, with flexibility based on role-specific responsibilities and business needs. This role is based at the Spokane Financial Center and is listed as first shift, 40 hours per week. The role is eligible for the annual discretionary incentive plan and benefits.

Requirements

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.
High motivation to succeed in a performance-driven environment.
High school diploma, GED, secondary school, or equivalent.

Nice To Haves

Multilingual ability.
Merchant products and solutions knowledge.
Business acumen and industry knowledge in healthcare, retail, restaurant, business-to-business, and ISV.
Client Relationship Management System (CRM) knowledge.
Mentoring skills.
Client experience and branding knowledge.
Client solutions advisory experience.
Customer and client focus.
Payment processing knowledge.
Consulting skills.
Credit documentation knowledge.
Referral management.
Financial analysis.
Ability to interpret relevant laws, rules, and regulations.
Issue management.
Prospecting.

Responsibilities

Use consultative sales processes to provide merchant payment solutions for small business clients through Advanced Client Solutions, Financial Centers, Digital, and direct inbound calls.
Work toward sales and revenue goals while balancing operational excellence, risk management, and client experience expectations.
Coach peers on best practices and prospect external sources such as association, center-of-influence, and vendor relationships; attend trade shows when assigned.
Follow the schedule managed by the workforce management team to ensure adequate phone coverage in the contact center.
Advocate for clients by connecting them with expertise across the company, adapting to changes in payment processing, understanding technical solutions and processes, maintaining accurate records, and meeting Service Level Agreements.
Collaborate with internal partners and clients to determine needs and recommend solutions, applying knowledge of merchant pricing, software, gateways, security, and retail, restaurant, and business-to-business industries.
Identify opportunities and develop a sales pipeline through inbound and self-scheduled outbound calls.
Serve as a subject matter expert for complex client scenarios, platform questions, conversions, and additional location requests, while guiding and supporting peers.
Maintain queue coverage and client support while balancing escalations, special projects, and senior representative responsibilities.
Handle supervisor-level calls and escalations with sound judgment, professionalism, and a commitment to client satisfaction.
Mentor newer associates through coaching, knowledge sharing, and side-by-side assistance.
Assist leadership and teammates with process questions, unique situations, operational initiatives, and departmental projects.
Demonstrate ownership, accountability, and collaboration while meeting production, revenue, quality, and compliance expectations.
Support organizational change and adoption of new processes, tools, and platform enhancements.
Lead by example through positive engagement, client advocacy, operational excellence, and willingness to take on additional responsibilities when business needs require.