Telesales Agent at HF Group

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.

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.