Merchant Call Center Sales Associate

Wells Fargo & Company • Tempe, AZ

3d • Hybrid

About The Position

Wells Fargo is seeking a Merchant Call Center Sales Associate in Merchant Services. The role supports a dedicated triage function that validates prospective business customers’ intent and readiness before routing qualified opportunities to the appropriate sales consultant. The position helps ensure customers have the right sales conversation at the right time by assessing needs, providing introductory information about electronic payment processing solutions, and making warm handoffs.

The associate engages prospective business customers through inbound and outbound calls, evaluates their merchant payment processing needs, documents qualification outcomes in a customer relationship management system, and follows established processes for routing or follow-up. The role also works with Merchant Services and other Wells Fargo lines of business to clarify referrals, directs servicing or technical inquiries to appropriate teams, and contributes to process improvement and performance objectives.

The position has a hybrid work schedule and requires willingness to work on-site at the stated location. The work schedule is Monday through Friday, 9 a.m. to 6 p.m. MST. Structured classroom training, ongoing on-the-job training, and side-by-side mentorship are provided. The position is not eligible for visa sponsorship.

Requirements

• At least 6 months of Merchant Services, Contact Center Sales, or Sales experience, or equivalent demonstrated through work experience, training, military experience, or education.
• Willingness to work on-site at the stated location as part of the hybrid schedule.
• Ability to represent personal experience directly and provide accurate information and supporting documentation for lawful employment and education verification.

Nice To Haves

• Tele-sales, financial services, or products and services sales experience.
• Merchant Services experience.
• 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, use 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.

Responsibilities

• Engage prospective business customers through inbound and outbound calls using opportunities from internal and external sources.
• Assess customer profiles and identify merchant payment processing needs, including point-of-sale systems, terminals, ecommerce, and mobile solutions.
• Validate customer interest, intent, and readiness for a sales consultation using established qualification criteria, and complete warm handoffs to sales consultants.
• Educate business customers on available electronic payment processing solutions and provide introductory information relevant to their needs.
• Route qualified opportunities to the appropriate sales consultant and provide relevant customer information for a seamless handoff.
• Document customer needs, qualification outcomes, and next steps in the customer relationship management system.
• Identify customers who are not ready for a sales consultation and follow established processes for follow-up or disposition.
• Partner with Wells Fargo Merchant Services and other Wells Fargo lines of business to clarify referral information and support timely opportunity routing.
• Address customer and prospect inquiries within the role’s scope and 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.
• Support performance objectives related to qualification quality, timely customer engagement, effective handoffs, conversion performance, and speed to sale.
• Follow applicable risk programs, policies, procedures, and compliance obligations; escalate and remediate issues as appropriate.

Benefits

• Robust benefits.
• Competitive compensation.
• Programs designed to support work-life balance and well-being.
• Structured classroom training, continued on-the-job training, and side-by-side mentorship.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed