JOB PURPOSE
The Sales Representative will be responsible for introducing the Bank’s products to potential customers and closing sales for Retail & SME products.
The responsibilities include Business Growth & Development, identifying opportunities to increase sales, and assisting in the development and execution of sales and marketing plans. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.
KEY RESPONSIBILITIES
- Business Growth & Development
- Customer Service
- Personal Leadership & Development
- Risk & Compliance
MAIN RESPONSIBILITIES
Business Growth & Development:
- dentify retail opportunity and prospects through systematic Prospecting, visiting and onboarding of new potential retail and SME customers;
- Deliver exceptional sales performance by identifying and meeting customer needs through selling & cross selling of all Sidian Bank Retail and SME products and services;
- Provide direct sales support (quality lead generation and effective follow-up) to generate and convert quality leads into sales;
- Participate in specific product campaigns by ensuring that the products are explained to customers;
- Agree, meet and exceed targets for specific sales campaigns on weekly, monthly and quarterly basis;
- Own and manage personal products & channel sales targets to contribute towards the direct sales objectives and targets;
Complete account opening documentation together with customers and submit to Line Manager for review before submitting to - Shared Services for processing;
- Call customers when their accounts have been opened and provide the customer with contact information for the branch at which their account is held;
Customer Service
- Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS);
- Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints;
- Achieve the required minimum client visits and customer engagement forums per year;
- Own customer queries and complaints around account opening and any other query resolve in a timely manner. Escalate any unresolved queries, or queries not resolved in a short period of time to the Line Manager;
Personal Leadership & Development
- Set performance objectives and measures of success for in liaison with the Branch Manager and Sales Manager;
- Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings;
- Preparing an annual Personal Development Plan (PDP) and ensuring its actualization;
- Adherence to the banks policies and procedures to ensure a conducive work environment;
- Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.
Risk & Compliance:
- Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts;
- Ensure that customer accounts are suitable for purpose;
- Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained;
- Ensure that all transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion;
- Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion;
- Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
ACADEMIC BACKGROUND
- Minimum of a Diploma in a relevant business discipline e.g. business administration or Finance.
WORK EXPERIENCE
- At least 1-year Sales experience in any field.
SKILLS & COMPETENCIES
- Marketing, sales and management skills.
PROFESSIONAL CERTIFICATION REQUIRED
- Diploma in Banking – AKIB (added advantage)