Telesales Agent converts sales leads, promotes banking products over the phone, and achieves target cross-selling goals, requires a Business or Marketing Degree/Diploma and 1+ years telesales experience.
Job Purpose
The role
holder will be required to proactively engage prospective and existing
customers through structured outbound calling and inbound enquiry handling in
order to:
- Grow
the Bank’s retail portfolio.
- Deepen
customer wallet share.
- Promote
adoption of digital channels.
- Ensure
that every sale concluded is suitable, affordable and fully disclosed to
the customer.
Key Responsibilities
Sales
Delivery & Portfolio Management – 45%
- Manage
the allocated customer and prospect portfolio and ensure full coverage of
the assigned list within each campaign cycle.
- Conduct
the agreed daily volume of outbound calls from approved, permission-based
calling lists and handle inbound sales enquiries.
- Achieve
monthly and quarterly sales targets for assigned products by volume, value
and product mix.
- Prioritise
leads and applications requiring immediate follow-up, including approved
offers at risk of lapsing and partially completed applications.
- Secure
customer commitments and follow up to ensure fulfilment through to account
opening, drawdown, card activation or channel enrolment.
- Maintain
an accurate and current pipeline, recording every contact, commitment,
outcome and next action on the same day.
- Escalate
complex, high-value or high-risk cases to the Team Leader for guidance or
referral.
Customer
Engagement & Suitability – 20%
- Engage customers professionally
using approved scripts, product guidelines and disclosure standards, and
maintain regular contact within the assigned portfolio.
- Establish the customer’s actual need
and repayment capacity before recommending any product.
- Explain product features, pricing,
the total cost of credit, fees, charges and key terms fully and in
language the customer understands, and confirm understanding before
proceeding.
- Identify and report early signs of
customer affordability stress, including:
- Reduced or irregular income.
- Multiple existing facilities.
- Reliance on borrowing to meet
routine obligations.
- Inability to meet the proposed
instalment.
- Decline to proceed where the product
is unaffordable.
- Respect a customer’s decision to
decline and honour opt-out and do-not-call requests immediately and
permanently.
- Handle objections and complaints
professionally and log and escalate complaints through the Bank’s
complaints process within the required timelines.
- Drive customer retention and reduce
customer attrition through initiatives generated by product owners or
business segments.
Compliance,
Conduct & Risk – 15%
- Comply
at all times with:
- The Banking Act.
- The Central Bank of Kenya
Prudential Guidelines on consumer protection.
- The Consumer Protection Act, 2012.
- The Data Protection Act, 2019.
- The Bank’s AML/CFT policies.
- KYC requirements.
- The Bank’s Code of Conduct.
- Sales conduct policies.
- Make
no false, exaggerated or misleading statement about any product, rate,
approval outcome or turnaround time.
- Process
personal data only for the purpose for which it was collected and only on
the Bank’s systems.
- Never
remove, photograph, forward or store customer data on personal devices or
personal accounts.
- Confirm
the lawful basis for contacting each customer and accurately record
consent and opt-outs.
- Complete
all mandatory training within the required timelines, including:
- AML/CFT.
- KYC.
- Data protection.
- Information security.
- Product training.
- Consumer protection.
- Report suspected fraud, suspicious
transactions, data breaches and mis-selling immediately in line with Bank
policy.
Systems,
Records & Reporting – 10%
- Maintain accurate and timely updates
in the Bank’s CRM and other designated sales systems.
- Record all customer engagements,
commitments and outcomes, including disclosures made, to support
subsequent audit, quality review or dispute resolution.
- Submit daily activity and weekly
performance reports in the prescribed format.
- Ensure application forms and
supporting documents are complete, legible and correctly submitted for
onward processing.
Campaigns,
Teamwork & Development – 10%
- Support campaigns and initiatives
aimed at growing the portfolio, improving portfolio quality and retaining
existing customers.
- Identify cross-sell and bundling
opportunities within the existing customer base.
- Refer complex or high-value
opportunities to the relevant relationship team.
- Work to the Bank’s Culture Code
(ASPIRE) and the values of:
- Customer centricity.
- Trustworthiness.
- Integrity.
- Respect.
- Prudence.
- Participate in daily huddles,
coaching sessions, call reviews and product briefings.
- Take ownership of personal
development through the Bank’s performance and development planning
process.
Key Relationships
Direct
Reports
- None.
Key Internal and External
Relationships
The role
holder will interact with:
- Existing and prospective customers.
- Team Leader – Telesales and the
Direct Sales team.
- Branch network and Relationship
Management teams.
- Credit, Operations and Card
Services.
- Contact Centre and Customer
Experience teams.
- Marketing and Product teams.
- Compliance, Risk and Internal Audit.
Knowledge, Skills, Qualifications
& Experience
Role
Knowledge
The
successful candidate should have:
- Knowledge of retail banking
products, including:
- Unsecured lending.
- Cards.
- Deposits.
- Digital channels.
- Understanding of the lending
process, affordability assessment and the total cost of credit.
- Working knowledge of consumer
protection requirements under the Central Bank of Kenya Prudential
Guidelines and the Consumer Protection Act, 2012.
- Working knowledge of the Data
Protection Act, 2019 as it applies to direct marketing and customer data.
- Understanding of AML/CFT and KYC
obligations.
- Customer engagement, objection
handling and negotiation skills.
- Report writing and documentation
skills.
- Computer literacy and proficiency in
Microsoft Office applications.
- Familiarity with CRM or equivalent
sales systems.
- Fluency in English and Kiswahili,
both spoken and written.
Role
Experience
- At least one (1) year of experience
in telesales, contact centre sales, direct sales or a related field.
- Experience in financial services
will be an added advantage.
- Demonstrable record of meeting sales
targets.
Educational
& Professional Requirements
- Bachelor’s Degree in Business
Administration, Finance, Banking, Economics, Accounting, Marketing or a
related field from an institution recognised by the Commission for
University Education.
- Certificate of Proficiency (COP) and
registration with the Insurance Regulatory Authority are required only
where the role is extended to bancassurance products.
Core Competencies
Integrity
& Ethical Conduct
- Willing to lose a sale rather than
mislead a customer.
- Upholds the confidentiality of
customer data at all times.
Customer
Centricity
- Establishes the genuine customer
need and repayment capacity before recommending any product.
Communication
- Communicates clearly, courteously
and persuasively over the telephone.
- Demonstrates disciplined active
listening.
Resilience
- Maintains composure and effort under
repeated rejection and daily sales targets.
Negotiation
& Influence
- Handles objections and secures
customer commitment without pressure or misrepresentation.
Attention
to Detail
- Maintains accuracy in product
disclosure, documentation and data capture.
Commercial
Awareness
- Matches the right product to the
right customer.
- Identifies appropriate cross-sell
opportunities.
Compliance
Discipline
- Applies approved scripts, disclosure
standards and data protection rules consistently without shortcuts.
Behavioural
Competencies – Culture Code (ASPIRE)
As One
- Works collaboratively with branches,
credit, operations and the contact centre as a single team.
Share
Information
- Records every customer engagement,
commitment and outcome so that colleagues can act on the information.
People
Centric & Purpose Driven
- Places the customer’s interests at
the centre of every interaction.
Innovate
- Uses digital channels and campaign
tools to reach and serve customers more effectively.
Respect
- Honours the customer’s decision,
including the decision to decline a product or offer.
Empower
- Takes ownership of the allocated
portfolio and personal development.
Key
Performance Indicators
Performance
will be assessed through the Bank’s Performance Management System, with
quarterly reviews against SMART objectives.
Key performance areas include:
Sales
Performance
- Sales value and volume against
target, by product.
Fulfilment
- Accounts funded.
- Cards activated.
- Digital channels enrolled.
- Conversion of sales booked into
completed and fulfilled customer outcomes.
Quality
of Sale
- Call quality scores.
- Disclosure accuracy.
- Completeness and accuracy of
documentation.
Activity
& Pipeline Management
- Portfolio coverage.
- Number and quality of customer
contacts.
- Pipeline accuracy.
- CRM discipline.
- Timeliness and accuracy of activity
records.
Customer
Outcomes
- Customer complaints.
- Early customer attrition.
- First-payment default on sold
facilities.
A
confirmed mis-selling or data protection breach will result in a non-negotiable
rating impact and may attract disciplinary action and commission clawback,
irrespective of sales performance.
Working Conditions & Terms
- Office-based contact centre
environment operating on a shift roster within the Bank’s operating hours.
- Sustained telephone and screen work.
- The Bank provides workstation and
headset assessments under its occupational health and safety arrangements.
- All calls and system activity are
recorded and monitored for quality and compliance purposes.
- Remuneration comprises a retainer
plus variable commission or incentive governed by the Bank’s incentive
scheme rules.
- The incentive scheme may include
clawback for:
- Cancelled business.
- Mis-sold business.
- Early-defaulting business.
