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Job Summary

Sell the bank’s Personal and Private banking products over the telephone, driving acquisition, cross sell, reactivation, usage and retention.

The role holder will be required to meet minimum performance standards across Inactive and dormancy activation, Products services and sales i.e. meeting a minimum number of calls and sales per week based on an appropriate product mix. The role holder will be having a portfolio of customers that are domiciled in different Branches and New To Bank (NTB) as well.

Job Description

Main Accountabilities and approximate time split

Account Opening & Maintenance - 75%

• Deliver exceptional sales performance by identifying and meeting customer needs through selling, upselling & cross selling of all Personal & Private banking products & services to customers via telephone.
• Ensure high product knowledge and ensure that the products are explained to customers to avoid miss-selling.
• Managing Dormancy and Inactive Base
• Following up in onboarding Customer Lifecycle Management process
• Assist to Prepare daily reports whenever required and timely analysis of business performance
• Agree, meet and exceed targets for specific campaigns.
• Ensure correct referral of leads to branch network for fulfilment
• Follow up the referred lead to ensure timely customer contact and closure.
• Receive and record account opening and maintenance application forms from the sourcing team (Relationship Manager)
• Vet all documents against KYC checklist for KYC Compliance.
• Scan application forms onto BSA and Sybrin.
• Assist in monitoring asset product portfolio performance, including disbursements, pipelines across all sales channels and attrition levels.
• Assist in resolving customer queries relating to asset products.
• Monitor customer complaints and turnaround times.
• Support initiatives aimed at improving customer satisfaction and operational efficiency.
• Maintain accurate records of product activities, campaigns, and stakeholder engagements.
• Support the review and documentation of product processes and procedures.
• Assist with preparation of presentations, management reports, and business proposals.
• Engage with internal stakeholders including Operations, Credit, Insurance Partners, Branches, Customer Service, and Sales Teams to support smooth execution of asset and Liabilities product activities.
• Portfolio sharing to teams.
• Company salary reporting to collections.
• TAT/RTS Management.

 

Customer Retention - 20%

• Introduce Absa Bank products and services to potential customers
• Promotional Emailers & Messages to customers
• Cross sell new products and services to existing customers
• Refer potential sales leads to Relationship Managers and for closure
• Notify and advise new and existing customers about their newly opened accounts and advise them to fund.
• Call, Email and advise customers to re-activate zero balance account and activate never used accounts
• Increase product Ratio
• Reactivation of previously used accounts that are inactive
• Collecting market /competitor information from the market and feeding this to the Business with a view to improving our products
• Receive and channel customers’ feedback /complaints to appropriate units/functions in the bank.
• Identify and discuss customer challenges and offer solution.
• Follow the standard sales/calling scripts for different products

Business Management - 5%

• Support the team with Vendor Management e.g., Stationery ordering, assets servicing, Assets and liability Management etc.
• Work with and support the team to deliver exceptional business objectives
• Work cross functionally with the key service providers to ensure seamless

Risk and Controls Objectives:

• Manage risk and control effectively by applying applicable risk frameworks and embedding a positive risk culture
• Understanding of own role in the end-to-end processes in which you play a part, including applicable risks and controls.
• Adhere to Absa policies and procedures applicable to own role, demonstrating sound judgement and responsible risk management.
• Report all risk events / incidents / issues using the defined process for your business area and help to understand why these happened and how to prevent them in future. Proactively look for ways to improve the control environment by considering what could go wrong in the processes you operate and how errors can be prevented
• All mandatory training completed to deadline

 

Technical Skills/Competencies

• Relationship skills
• General Corporate skills
• Communications skills
• Basic computer skills
  

Knowledge, Expertise and Experience:

• Excellent Planning & Organisation skills
• Very strong Communication & questioning skills-English and Swahili
• Good numeracy & analytical skills
• Networking
• Good Selling/influencing skills
• Quality consciousness
• Presentation skills
• Listening skills
• Identification of customer needs
• Customer service.
• Ability to handle objections/rejections
• Self –drive

Experience, qualifications, and other requirements specific to the role:

Essential;

• Experience in and/or understanding of Financial Services environment
• Graduate with business university degree (preferably finance or accounting) with other relevant professional qualifications.
• Knowledge in Accounting (Added Advantage)
• Certificate of Proficiency (COP) holder (Added Advantage)

Additional details of exceptional aspects of the demands of the role - None

 

Absa Behaviours: of particular importance to this role:

• Drive Performance
• Delight Customers
• Build Pride and Passion
• Execute at Speed
• Grow Talent and Capability
• Protect and Enhance our Reputation

Additional critical qualities:

• Proactive to detail, anticipatory and futuristic about business drivers.
• Passionate about delivering performance

 

 

 

 

Education

Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)