Sales Consultant (Everyday Banking) - JHB at Absa Group Limited (Absa)

Job Summary

The purpose of the Customer Sales Agent role is to increase the sales of the company’s products and services to achieve predetermined sales targets.

The incumbent builds and maintains relationships with customers and provides excellent customer services to ensure that the customer sees the product and service as attractive. The incumbent provides customer service and supports customer queries and requests with the goal of closing the sale. Reactivates dormant accounts and creates opportunities to cross sell and support the retention strategy.

Supports the goal to reduce client attrition. The sales process involves both inbound and outbound activities.

This role is a FAIS role and complies with the relevant legislative requirements.

Key Accountabilities

Job Description

Accountability: Selling products and services

• Obtain predetermined sales targets.
• Contact the customer and executes the sales process within turnaround time.
• Delivers customer sales and services through adherence of quality service standards.
• Achieves predetermined sales targets through generating quality applications.
• Determine customers’ needs by exploring for all possible cross sell opportunities to ensure first call resolution.
• Tracking of conversions from lead or call to application and then to fulfilment.

Accountability: Reduction of customer attrition

• Speaks to customer to ensure that their needs are identified, and then pitches various options.
• Adheres to shared company values and service standards with regard to customer interaction.
• Resolves customer dissatisfaction / complaints and takes ownership of the problem.
• Communicates with the customer according to company standards.
• Address the customers’ need with product knowledge is technically accurate.
• Preparation for the outbound call and then provide alternative products solutions were applicable.

Accountability: Information management

• Update the system with accurate information to inform accurate MI reporting

Accountability: Adherence to risk and governance

• Strictly adhere to all risk and governance policies and procedures
• Participate in survey (EOS) and in findings action plans.
• Support BSSA CSI initiatives.
• Adherence to NCA, FICA and FAIS legislation.
• Comply with Risk and Control Activities and adherences.
• Comply with all Human Resources policies and procedures
• Understand and accept responsibility for all system access granted in line with all fraud risk management policies.

Accountability: Training and development

• Participate in all schedule training and multiskilling opportunities.
• Participate in coaching sessions.
• Owning and being proactive about own training and development.
• Participate in idea sharing through pitch in initiative.
• Complete all compliance training within prescribed timelines.

Education And Experience Required

• Matric or equivalent NQF level 4 qualification
• Diploma or equivalent NQF level 5 qualification will be an advantage
• Passed RE exams will be an advantage
• At least one year experience and exposure to call/service/contact centre environment
• Previous sales experience in a Banking environment will be an advantage