Merchant Team Lead

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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

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 leading a team of phone-based Centralized Merchant Consultants who provide payment processing solutions to small business clients primarily through referrals from small business specialists, financial centers, and other internal partners. Key responsibilities include overseeing the day-to-day operations, business processes, and performance of the team. Job expectations include having knowledge of the payment processing industry and small business clients to execute customer-driven sales strategies, and drive exceptional client care.

Responsibilities:

• Executes customer-driven strategies and tactics that drive exceptional client care and deepen client relationships across the bank
• Drives accountability and delivers balanced performance against aligned market goals including assigned sales and revenue goals, operational excellence, risk management, and client experience standards
• Monitors key performance trends, work force management, trade shows, outbound calling activities, and technology to improve efficiency and sales execution
• Ensures partnership and growth strategies are implemented across the team to build relationships and cultivate new business and strategic alliances to promote the bank's suite of merchant services and financial products
• Monitors consultants’ calls to ensure effective use of the consultative sales process, pipeline development for revenue growth, operational excellence, and partnership collaboration
• Coordinates participation in trade shows and alliance programs, while acting as a champion for clients by connecting expertise across the company to help achieve their goals

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
• Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Financial Steward: Manages expenses and demonstrates an owner’s mindset.
• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

Required Qualifications:

• 2+ years of Merchant sales experience
• Effective planning, time management and organizational skills
• Ability to communicate clearly and effectively at all levels, including oral and presentation skills
• Ability to work varied shift hours including rotating Saturdays

Desired Qualifications:

• Experience leading, coaching, and managing high performing sales teams within the merchant and/or financial services industry

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Skills:

• Coaching
• Customer and Client Focus
• Payment Processing
• Performance Management
• Pipeline Management
• Credit Documentation Requirements
• Issue Management
• Oral Communications
• Retention
• Written Communications
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