Merchant Call Center Sales Associate

About This Role

Wells Fargo is seeking a Merchant Call Center Sales Associate in Merchant Services. This role supports a dedicated triage function that validates customer intent and readiness before routing qualified opportunities to the appropriate sales consultant, ensuring the right conversation happens at the right time.

Key Responsibilities

• Engage prospective business customers through inbound and outbound calls using opportunities received from various internal and external sources.
• Assess customer profiles and identify merchant payment processing needs, including Point of Sale (POS) systems, terminals, ecommerce and mobile solutions.
• Validate customer interest, intent, and readiness to engage in a sales consultation using established qualification criteria and complete warm handoff to a Sales Consultant.
• Educate business customers on available electronic payment processing solutions and provide introductory information relevant to their needs.
• Route opportunities that meet readiness criteria to the appropriate sales consultant, providing relevant customer information to support a seamless handoff.
• Document customer needs, qualification outcomes, and next steps in the customer relationship management system to support consistent intake and lead prioritization.
• Identify customers who are not yet ready for a sales consultation and follow established processes for appropriate follow-up or disposition.
• Partner with Wells Fargo Merchant Services and other Wells Fargo lines of business to clarify referral information and support timely routing of opportunities.
• Address customer and prospect inquiries within the scope of the role, following established protocols to direct servicing or technical needs to the appropriate support team.
• Maintain accurate opportunity records and provide feedback on lead quality, customer readiness, and routing effectiveness to support ongoing process improvements.
• Support performance objectives related to qualification quality, timely customer engagement, and effective handoffs, contributing to improved conversion performance and speed to sale.

Requirements & Tech Stack

• 6+ months of Merchant Services, Contact Center Sales, or Sales experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
• Willingness to work on-site at stated location.
• Work Schedule: Monday-Friday 9am to 6pm MST.
• This position offers a hybrid work schedule.
• Ability to manage production goals, deadlines, and quality metrics while maintaining accurate customer records.
• Basic knowledge and understanding of financial products and services.
• Ability to navigate multiple computer systems and applications, utilize search tools to find information, and apply basic Microsoft Office skills.

Desired Qualifications

• Tele-Sales, financial services, or products and services sales experience.
• Merchant Services experience is highly desired but not required.
• Experience qualifying leads, assessing customer readiness, and routing opportunities to sales teams.
• Experience managing outbound outreach and follow-up activities.
• Experience supporting inbound customer and prospect calls.
• Ability to identify customer needs and apply established criteria to determine appropriate next steps.
• Knowledge and understanding of financial document processing in a corporate environment.
• Knowledge and understanding of regulatory requirements and disclosures.
• Bilingual speaking, reading, and writing proficiency in Spanish and English.
• Strong problem-solving skills and sound judgment when addressing customer inquiries.
• Excellent verbal and written communication skills.
• Experience with sales lead management CRM systems, such as Salesforce or Microsoft Dynamics.