Merchant Call Center Sales Associate

Wells Fargo Bank•Irving, TX

2d•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 associate engages customers by inbound and outbound calls, assesses merchant payment-processing needs, provides introductory information about available solutions, and makes warm handoffs to sales consultants when customers meet established readiness criteria. The role also involves documenting customer needs and qualification outcomes in a customer relationship management system, following up or dispositioning opportunities that are not ready for consultation, coordinating with Merchant Services and other Wells Fargo business lines, and directing servicing or technical inquiries to appropriate support teams. Associates maintain accurate opportunity records, provide feedback on lead quality and routing, and support goals for qualification quality, timely engagement, effective handoffs, conversion performance, and speed to sale. The position offers a hybrid work schedule, with work on-site at the stated location as required. The schedule is Monday through Friday, 9 a.m. to 6 p.m. CST. Structured classroom training, continued 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.
Ability to work on-site at the stated location as required by the hybrid schedule.
The position is not eligible for visa sponsorship.

Nice To Haves

Tele-sales, financial services, or products and services sales experience.
Merchant Services experience; 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 of financial document processing in a corporate environment.
Knowledge 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 criteria, and complete warm handoffs to sales consultants.
Educate business customers about 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 follow-up or disposition when customers are not ready for a sales consultation.
Partner with 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 for qualification quality, timely customer engagement, effective handoffs, conversion performance, and speed to sale.
Follow applicable risk and compliance programs, policies, and procedures; escalate and remediate issues as required.