Triage Agent & Sales Consultant (Customer Success)

Title: Triage Agent & Sales Consultant (Customer Success)

Locations: 401 W Las Colinas Blvd Irving, TX

Alternate Location: 1150 W Washington St Tempe, AZ

Duration: 6 months

Work Engagement: W2

Work Schedule: 3 days in office/2 days remote

Benefits on offer for this contract position: Health Insurance, Life insurance, 401K and Voluntary Benefits

Summary:

Wells Fargo is launching a pilot program to evaluate a triage-based sales model compared to a traditional one-call-close approach. This pilot will introduce two closely partnered roles-Triage Agents and Pilot Sales Consultants-focused on lead confirmation, customer handoff, and conversion optimization.

The goal of this pilot is to improve lead quality, customer experience, and overall conversion rates through clearer role segmentation, improved pipeline management, and structured feedback.

Responsibilities:

Triage Agent Responsibilities

Triage Agents serve as the first point of contact for assigned referrals and inbound calls, with a focus on confirming business needs and routing qualified leads.

Lead & Call Management

• Receive referrals from lead assigners at standard volume

• Handle inbound calls while managing assigned referrals

• Prioritize routing retail leads and DIB leads (upon launch) during the pilot

• Attempt contact to confirm customer business needs

• Route confirmed leads to dedicated Pilot Sales Consultants

• Support Spanish-speaking customers when language needs are identified

Pipeline & Documentation Management

• Maintain impeccable pipeline management, including:

• Tracking all contact attempts

• Scheduling calls with Pilot Sales Consultants

• Writing concise, accurate, and detailed referral notes

• Manually track activity and outcomes due to campaign reporting limitations

Operational Flexibility

• Referral volume may be adjusted as the pilot evolves to determine optimal workload balance

• Remain Business-As-Usual (BAU) in phone queues unless prioritization is adjusted later

Pilot Sales Consultant Responsibilities

Pilot Sales Consultants focus exclusively on converting confirmed leads and managing the post-handoff sales journey.

Sales & Follow-Up

• Accept warm handoffs directly from Triage Agents

• Conduct callbacks after initial client conversations

• Follow up with customers on required documentation and signings

• Partner closely with Contract Validation and Underwriting teams

Customer Activation

• Complete Welcome Calls to ensure successful account activation

• Provide a seamless and professional onboarding experience

Focus Model

• Will not receive referrals directly from lead assigners

• Removed from general phone queues to remain available for triage handoffs

Feedback & Pilot Responsibilities (Shared)

• Participate in weekly feedback sessions to share:

• Successes and challenges

• Process improvement ideas

• Customer feedback gathered during calls

• Assist leadership in evaluating:

• Referrals worked per hour/day

• Pilot conversion rates vs. overall CS conversion rates

• Confirmed conversion vs. overall CS conversion

• Effectiveness of the triage model compared to the one-call-close model

• Provide insights to support pilot adjustments and future scaling decisions

Qualifications:

• Applicants must be authorized to work for ANY employer in the U.S. This position is not eligible for visa sponsorship.

• Strong customer communication and active listening skills

• Excellent attention to detail and documentation discipline

• Ability to manage multiple workflows simultaneously

• Comfortable working in pilot or evolving operational environments

• Collaborative mindset with sales, underwriting, and operations teams

• Prior experience in Customer Success, Sales, or Call Center environments (preferred)

• Bilingual Spanish & English (preferred)

• Experience managing referral pipelines or lead qualification (preferred)