Job Description
Key Accountabilities
Accountability: Selling products and services.
- Provide sales and services enablement according with service delivery excellence plans by putting customer experience at the centre of products, services, solutions, advice and fulfillment.
- Achieves predetermined sales targets through generating quality applications.
- Contact the customer and executes the sales process within the desired turnaround time.
- Delivers customer sales and services whilst maintaining quality service standards.
- Determine customers’ needs by exploring all possible cross-selling and up-selling opportunities
- Ensure first call resolution.
- Tracking of conversions from lead or call to application and then to fulfilment.
Accountability: Reduction of customer attrition.
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Speaks to customers to ensure that their needs are identified and advises various options.
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Adheres to shared company values and service standards with regard to customer interaction.
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Resolves customer dissatisfaction / complaints and takes full ownership of the problem.
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Communicates with the customer according to company standards.
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Address the customer’s need with product knowledge that is technically accurate.
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Preparation for the outbound call, providing alternative products solutions were applicable.
Accountability: Information management.
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Update the system with accurate information to inform accurate reporting
Accountability: Adherence to risk and governance
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Strictly adhere to all risk and governance policies, standards and procedures and escalate associated risks.
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Participate in survey (EOS) and in findings action plans.
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Support BSSA CSI initiatives.
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Adherence to NCA, FICA and FAIS legislation.
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Comply with Risk and Control Activities and adherences.
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Comply with all Human Resources policies and procedures
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Understand and accept responsibility for all system access granted in line with all Fraud Risk Management Policies.
Accountability: Training and development
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Participate in all scheduled training and multiskilling opportunities.
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Participate in coaching sessions.
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Owning and being proactive about own training and development.
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Participate in idea sharing through pitch in initiative.
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Complete all compliance training within prescribed timelines