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…