Merchant Call Center Sales Associate

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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. Learn more about the career areas and lines of business at wellsfargojobs.com.

Job Role includes:

• 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.

Required Qualifications, US:

• 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.

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.
• Basic knowledge and understanding of financial products and services.
• Experience with sales lead management CRM systems, such as Salesforce or Microsoft Dynamics.
• Ability to navigate multiple computer systems and applications, utilize search tools to find information, and apply basic Microsoft Office skills.
• Ability to manage production goals, deadlines and quality metrics while maintaining accurate customer records.

Job Expectations:

• Willingness to work on-site at stated location on the job opening.
• This position is not eligible for visa sponsorship.
• Work Schedule: Monday-Friday 9am to 6pm MST
• You will receive structured classroom training, continued on-the-job training and side-by-side mentorship.
• This position offers a hybrid work schedule.

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

c. Please be prepared to provide accurate information and supporting documentation in connection with any lawful employment and education verification conducted by Wells Fargo.