Retail

Telesales Agent At Sbm Bank

SBM Bank·Nairobi, kenya·Full Time·Internship
RetailFull TimeInternship
-Closes Oct 8, 2026

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.

Key skills

BA/BSc/HND
Apply Now

At a glance

Company

SBM Bank

Location

Nairobi, kenya

Employment

Full Time

Experience

Valid until

October 8, 2026

Created

September 24, 2026

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