Main purpose of the job
An
outbound contact center role whose aim is to onboard and/or cross-sell to new
and existing customers by contacting them at their predictable churn points to
proactively exceed expectations.
Key Responsibilities
The
consultant will sell all the products assigned by the bank which include but
not limited to:
Scheme
unsecured personal loans.
Revolving
term Loans/Mass market.
Welcome
and on boarding of new customers and/or cross selling to existing customers as
per campaign being run by a business segment of the bank.
Survey
of customers who have recently stopped using a given product, to obtain
feedback on reason for this.
On-boarding customers
Voice
of Customer exercises to act as a dipstick measure of our service offering in
particular service points.
Pre-
profiling of new customers to obtain feedback on their product uptake
experience.
Ownership
to resolve any problems/complaints obtained from customers contacted.
Life
stage probing of customers into potential future needs, positioning of the CSB
product offering and logging any leads as expected.
Build
MIS to guide business decisions on new acquisitions and departure trends.
Compile
common service breakdown points aimed at process improvement.
Responsible
for the adoption within line of duty/area of duty of all Compliance, Anti-Money
Laundering and Sanctions related requirements contained in policies, procedures
and processes. This includes the recognition and appropriate escalation to your
Supervisor with regard to continued business engagements in instances where no
adverse information is available.
Key performance measures
Customer Service
Meet
new customer activations as per desired target from business.
Increase
customer product utilization through cross selling by measures guided by the
business.
Own
and address any service issues raised by clients by logging in the issues for
resolution by CCC team.
Ensure
any after sales queries are logged in for resolution by the CCC team.
Provide
periodic reports to PPB & BCB and other stakeholders on performance on new
accounts and other offering, as well as problems encountered by customers and
root cause on the same.
Business Process
Improvement/People engagement
Engagement
with branch and support units regularly to address issue of customer
satisfaction and root cause of service deficiencies.
Identification
of complaint root causes and engage relevant units to assist address these.
Learning and growth
Achieve
a minimum of 95% in product quizzes and accreditation exams
Become
fully skilled in P&BB product offering and processes.
Identify
1 skill per quarter for growth and development and plan as well as implement
learning process for it.
Financial Performance
Support
the sales team by providing leads for follow up.
Reduce
costs at department by limiting unnecessary stationery, taxi, food and
telephone usage.
Risk and compliance
Ensure
no reputation / legal risk through the strict following of KYC and AML
guidelines and correct provision of information to clients.
Minimum
annual score of Satisfactory, on audit ratings/internal review findings.
Important relationships
Good
communication skills with colleagues, and management resulting in good customer
service.
Good
internal and external communication skills with all stakeholders resulting in
exceptional customer service being delivered to both internal and external
customers.
Problem
solving, planning and decision making
Problem solving
Sound
recall of procedures and previous experiences is required in order to assist
with the resolution of problems.
Probe
effectively for understanding.
Listening
attentively to customers on every call.
Able
to make clear linkages within the branch system, products, services and staff
available in order to satisfy customer needs.
Deal
tactfully with irate, impatient or demanding customers.
Take
responsibility for query/problem resolution.
Planning
Follow
up and return calls as promised to clients on agreed time.
Planning
is generally on a daily basis, within regular activity cycles.
Decision making
Consider
all facts, options and outcomes prior to making decisions.
Assist
customers to best of ability, however, must be able to recognize when to refer
to the Team Leader regarding complicated queries, dissatisfied customers or
security issues.
Qualification, Knowledge, Experience
Degree
from any reputable university; Any field of study.
Entry
level. Exposure to Customer Consulting or Call Centre experience will be an
added advantage.
Knowledge
Understanding
of a full range of products
A
broad understanding of the bank’s procedures and policies and the application
of the GRG with particular emphasis on the account opening environment,
policies and procedures.
Code
of Banking Practice
Understanding
the branch sales practice
Basic
computer literacy
Sales
skills
Knowledge
of the Financial Advisory and Intermediary Services Act.
Personal competencies
Good
verbal communication skills – sincere and articulate.
Passionate
about sales and service.
Target
driven.
Ability
to listen and probe effectively to determine customers’ real needs.
Ability
to provide accurate information.
Focuses
on getting things finished.
Ability
to handle pressure/conflict.
Ability
to remain calm under pressure and not to take criticism personally.
Self-motivated.
Integrity
and honesty.
Customer
Commitment Drivers.
How To Apply
Send your updated CV to banksales@sheerlogicltd.com and
copy to recruitment@sheerlogicltd.com on
or before 25/01/2024.
