Merchant Call Center Sales Associate

Wells Fargo Bank•Tempe, AZ

2d•Hybrid

About The Position

Wells Fargo is hiring a Merchant Call Center Sales Associate in Merchant Services to support a dedicated triage function. The role validates business customers’ intent and readiness before routing qualified opportunities to the appropriate sales consultant, helping ensure the right conversation happens at the right time. The associate engages prospective business customers through inbound and outbound calls, assesses needs related to merchant payment processing, and provides introductory information about electronic payment solutions. They qualify opportunities using established criteria, make warm handoffs to sales consultants, maintain accurate records in a customer relationship management system, and follow established processes for customers who are not yet ready for a consultation. The role also coordinates with Merchant Services and other Wells Fargo lines of business, directs servicing or technical inquiries to appropriate support teams, and provides feedback to improve lead quality and routing. The position offers structured classroom training, continued on-the-job training, and side-by-side mentorship. It has a hybrid work schedule, with a stated expectation to work on-site at the location listed in the job opening. The work schedule is Monday through Friday, 9 a.m. to 6 p.m. MST. 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.

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 POS systems, terminals, ecommerce, and mobile solutions.
Validate customer interest, intent, and readiness for a sales consultation using established qualification criteria, then complete a warm handoff to a Sales Consultant.
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.
Follow established processes for customers who are not yet ready for a sales consultation, including appropriate follow-up or disposition.
Partner with Wells Fargo Merchant Services and other lines of business to clarify referral information and support timely 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 for qualification quality, timely customer engagement, effective handoffs, conversion performance, and speed to sale.