To drive sales growth and deepen client relationships in Personal and Private Banking through proactive outbound and inbound telesales and virtual client engagement (calls, chat and email). The role converts sales opportunities into the right solutions, achieves set sales and cross-sell targets, and delivers on entrenchment Key Performance Indicators such as activation, onboarding and retention.
Key responsibilities
- Sell and cross-sell Personal and Private Banking products through outbound and inbound telesales, taking ownership of individual sales targets and Key Performance Indicators.
- Run outbound sales and entrenchment campaigns and convert inbound enquiries into sales, delivering uplift in transactional activity, cross-sell and retention.
- Hold needs-based sales conversations that identify client needs, recommend the right solution and secure the sale.
- Explain product features, benefits, pricing and conditions clearly, and educate clients on self-service, Interactive Voice Response and their rights and obligations in line with the Code of Banking Practice.
- Accurately capture applications and daily activity on the required tools, and adhere to all risk, compliance and Financial Advisory and Intermediary Services Act requirements.
- National Certificate in Banking (NQF 5), FAIS-recognised, or an equivalent relevant qualification.
- Must meet the applicable FAIS Fit and Proper requirements for the role.
Minimum experience
- Minimum of 2 to 3 years’ total experience in a call centre environment, with a good understanding of bank processes, policies and products.
- Experience as an Outbound Sales Consultant or in a similar target-driven telesales role, preferably within banking, insurance or funeral policy sales.
- Experience engaging clients telephonically, identifying sales opportunities and promoting products and services across outbound and inbound calls.
- Proven ability to achieve sales targets, handle objections and convert client conversations into successful sales.
- Experience working with sales targets, conversion rates, client relationship management systems and sales reporting.
Behavioural competencies
- Convincing People
- Pursuing Goals
- Establishing Rapport
- Meeting Timescales
- Following Procedures
- Upholding Standards
Technical competencies
- Outbound and Inbound Telesales
- Needs-Based Selling and Cross-Sell
- Objection Handling and Closing
- Banking, Insurance and Funeral Product Knowledge
- Risk, Compliance and Regulatory Governance
- Sales Performance and Client Relationship Management Systems