Achievement of Sales Target
Sell the African Bank Long Term Insurance Products Category I
Follow-up on sales prospects
Retention of existing clients
Respond to existing and prospective customers through various modes of correspondence (telephone and e-mail)Participation in ad hoc campaignsDeal with existing clients, servicing queries and transferring clients to the correct departmentsAd hoc queries requiring explanation or clarity on product functioningCustomer complaint handling and transferring to relevant departmentContinuous learning and development, in adherence to the Fit & Proper requirement (FAIS Act]
2 – Achievement of Productivity TargetsAdhere to productivity and occupancy benchmarksFollow agreed processes and procedures
3 – Optimised Customer ExperiencePerform any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to customersEnsure compliance with the bank’s customer service standards and relevant legislation, e.g. TCF, etc.Take accountability for own behaviour whilst helping team members to deliver excellent customer service where possible.Make an effort to identify and satisfy customers’ financial needs.Take accountability for application quality and TAT, query resolutions and solution creation for customers.
4 – Adhere to Risk and Compliance RequirementsComply with policies/procedures related to all customer interactions and engagementsComply with all regulatory requirements and the bank’s compliance policies relating to these requirements.Report incidents and instances required in terms of the regulatory requirements (AML)Report all fraudulent behaviour incidents and fraudulent indicator instances via the correct fraud and dishonesty reporting channels.Comply with FAIS journey inclusive of RE qualification parameters and guidelines as set out by the bankInvestigate / escalate suspicious activityProvide support and assistance to internal and external auditors of where required
5 – Teamwork, Self-management, ongoing learning and Alignment with African Bank ValuesAct in ways that are consistent with African Bank’s brand and valuesTake responsibility for addressing gaps highlighted in own development and coaching plans via ongoing training and coaching activities.Participate in and complete all product and service training for development gaps highlighted in development and coaching plans.Participate in and complete all risk and compliance training initiativesMaintain and update knowledge of ongoing regulatory, statutory and compliance requirementsMaintain People Knowledge Score within agreed limitsAct in an ethical, transparent and morally defensible manner, including highlighting unethical and risky practicesContinually share, debate and communicate learningsFlag and debate issues constructivelyCollaborate with others to achieve shared goals
Display skill at mentoring/coaching others and resolving conflict as and where required
African Bank: Kriel 3012SCS003 – Sales Consultant (3012SCS003) – Kriel
Permanent position in the Skilled Technical / Specialist sector/job category.
1 – Sales Focus- Achieve customer growth, revenue and collections targets as defined by the bank• Meet and exceed individual activity metrics for all product lines• Meet, exceed and effectively execute on all Sales & Customer targets as set by the Bank• Effectively execute the Banks sales strategy in respect of Product & Value Added Services(Up Selling, Cross Selling & Capital Take Up)• Outbound calling to target both existing and prospective customers• Convert all sales opportunities received through inbound customer requests, outbound calling, lead generation initiatives and customer queries• Establish, develop and maintain business relationships with existing and prospective customers to generate new business• Participates in cross selling bank products.• Maintain detailed tracking of pipeline management and of prospect data and activities• Set up in person visits, appointments and presentations, following up telephonically where necessary• Conduct a professional financial needs analysis to make a needs based analysis that may lead to a sale• Scheduling customer feedback for obtaining documents and progress updates• Adhere to Supervision requirements set out by Line Manager for all financial products• May prepare weekly, monthly and quarterly reporting and present results to management• Ensure effective Cash Management as and when required with approved authorization• Ensure effective CAM Management as and when required with approved authorization• Ensure effective management of Credit Card Administration & Fulfilment as and when required with approved authorization• Ensure accountability for your own results
2 – Marketing Focus• Keep abreast of products and services, competitive activities, advertising and promotional trends in and around your branch• Identifying referral opportunities in and around the branch• Assists the branch in meeting goals by generating new business through marketing activities, promotions, telemarketing and targeted customer initiatives• Participates in events that demonstrate support for the community and increase business opportunities for the Bank• Ensure all marketing endeavours, activities and initiatives adhere to appropriate policies and procedures
3 – Risk & Compliance Focus• Ensure deal quality is a premium by reviewing and completing product applications with the customer timeously and accurately utilising all the necessary Bank tools and training to mitigate risk (Biometrics & Fraudulent Indicator Identification)• Comply with all policies/procedures related to all customer interactions and engagements• Ensure compliance with all regulatory requirements and the Banks compliance policies related to these requirements• Ensure the reporting of certain incidents and instances required in terms of regulatory requirements(AML)• Ensure the reporting of all fraudulent behaviour incidents and fraudulent indicator instances via the correct fraud and dishonesty reporting channels• Ensure effective execution of a “zero defect” prerogative in terms of the Deal Quality Error Rate• Ensure effective execution of a “zero defect” prerogative in terms of the Capturing of Income & Expenses Error Rate• Ensure compliance with FAIS journey inclusive of RE qualification parameters and guidelines as set by the Bank(Own)
4 – Customer Service• Ensure compliance with the Banks Customer Service Standard and relevant legislation• Ensure compliance with TCF principles• Ensure accountability for your own behaviours while helping team members to enhance their ability to engage with the Banks customers• Ensure you satisfy all the Banks customer’s financial needs and help them succeed financially• Ensure accountability for application quality and turnaround times, query resolutions and solution creation for the Banks Customers
5 – Training & Development• Responsible for ensuring you receive on-going sales/service development training for deficiencies as highlighted in your developmental/coaching plans• Responsible for participation in and successful completion of all product and services training and developmental initiatives that have a bearing on your on-going value proposition to the Banks customers• Responsible for 100% participation in and successful completion of risk and compliance training initiatives that have a bearing on your on-going value proposition to the Banks customers and additional regulatory, statutory and compliance obligations of the Bank
6 – Operational Activities• Responsible for ensuring compliance with all security and safety procedures within the branch including opening and closing procedures, camera surveillance where appropriate. Branch security, robbery, fire drill procedures and health and safety procedures and SOP’s.• Perform other admin related duties as may be required by Management and Leadership structures of African Bank.