Entrenchment Universal Banker

Job Description

• 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.

Qualifications

• 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