Principle Accountabilities

Sales

• Ensure that reactive and proactive approach is taken to prevent customer attrition.
• Understand needs of customers by actively providing quality sales service.
• Proactively explain the respective banking products that fit the client’s needs e.g. type of account and its features, products offered and charges payable.
• Cross sell and upsell all products.
• Provide feedback on assigned leads and take note of customer complaints/ compliments.

Service

• Ensure an excellent customer experience during telephone conversations as well as when offering any other service.
• Maintain high level of professionalism in all telephone conversations both inbound and outbound.
• Address any issues or concerns that the customer may raise.
• Manage post sale relationships.
• Conduct care calls to customers.

Controls

• Ensure customer due diligence is applied when onboarding clients.
• Reporting of suspicious transactions or activities.
• Ensure sales processes are followed to avoid miss-selling.
• Ensure proper time and resources management.
• Using the working tools availed for the intended purpose. This will include Core Banking System, Workflow Management Systems or any other system availed in the course of day-to-day duties.

KYC Compliance.

Understanding of bank’s operations and complying with set governance rules and internal policies, not limited to but including the code of conduct.

Requirements

Key Competencies and Skills

• MS Office Proficiency
• Product knowledge
• Analytical Skills
• Interpersonal skills
• Communication skills
• Negotiation and Selling Skills
• Customer Etiquette
• Great command of the national languages
• Self-motivated & result oriented
• Ability to communicate comfortably at all levels
• A team player
• Achieving set goals
• High levels of discipline, integrity and professionalism
• Excellent time management skills

Minimum Qualifications, Knowledge and Experience

• Minimum of a Diploma in Marketing and Sales or other related fields.
• A degree is an added advantage.
• Minimum one-year Sales experience with relevant experience in Customer Service.