Universal Sales Consultants at Standard Bank Group

Job Description

An outbound contact center role whose aim is to onboard and/or cross sell to new and existing customers by contacting them at their predictable churn points with a view to proactively exceed expectations

Customer Service

• Meet new customer activations as per desired target from business.
• Increase customer product utilization through cross selling by measures guided by the business.
• Own and address any service issues raised by clients by logging in the issues for resolution by CCC team.
• Ensure any after sales queries are logged in for resolution by the CCC team.
• Provide periodic reports to CHNW & BCC and other stakeholders on performance on new accounts and other offering, as well as problems encountered by customers and root cause on the same.

 Business Process Improvement/People engagement

• Engagement with branch and support units regularly to address issue of customer satisfaction and root cause of service deficiencies.
• Identification of complaint root causes and engage relevant units to assist address these.

Learning and growth

• Achieve a minimum of 95% in product quizzes and accreditation exams.
• Become fully skilled in PBB product offering and processes.
• Identify 1 skill per quarter for growth and development and plan as well as implement learning process for it.

Financial Performance

• Support the sales team by providing leads for follow up.
• Reduce costs at department by limiting unnecessary stationery, taxi,food and telephone usage.

Risk and compliance

• Ensure no reputation / legal risk through the strict following of KYC and AML guidelines and correct provision of information to clients.
• Minimum annual score of Satisfactory, on audit ratings/internal review findings.

Qualifications

• First Degree.

Additional Information

Knowledge

• Understanding of a full range of products
• A broad understanding of the bank’s procedures and policies and the application of the GRG with particular emphasis on the account opening environment, policies and procedures.
• Code of Banking Practice
• Understanding the branch sales practice
• Basic computer literacy
• Sales skills
• Knowledge of the Financial Advisory and Intermediary Services Act.

Experience

• Entry level. Exposure to Customer Consulting or Call Centre experience will be an added advantage.

Personal competencies

• Good verbal communication skills – sincere and articulate.
• Passionate about sales and service.
• Target driven.
• Ability to listen and probe effectively to determine customers’ real needs.
• Ability to provide accurate information.
• Focuses on getting things finished.
• Ability to handle pressure/conflict.
• Ability to remain calm under pressure and not to take criticism personally.
• Self-motivated.
• Integrity and honesty.