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.