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Job Summary

• Process Accounts, Loans, Insurance, Credit cards, Internet banking and all Retail Product sales generated by Retention Officials. Provide Sky banking solutions (Online) to customers.

• To deliver effective, efficient, and compliant outbound telephone-based customer sales and servicing, working collaboratively with the Product team, Absa at Work and Branch colleagues, in order to maximise customer satisfaction and overall Outbound and all telesales performance.

Job Description

Business Direction 50%

Outputs:

• Deliver exceptional sales performance by identifying and meeting customer needs through Tele cross selling of all Absa Africa Retail products & services.
• Process all sales generated from Telesales by self or Retention Officials
• Participate in specific product campaigns by ensuring that the products are explained to customers.
• Agree, meet, and exceed targets for specific sales campaigns.
• Maintain own sales performance statistics for management information usage.
• Own and manage personal product & channel sales targets to contribute towards the Sky branch sales objectives.
• Refer to the appropriate area of delivery for specialist product help or advice (e.g., Schemes or Home Loans) when uncertain about the product delivery or application process. Respond directly to the customer.
• Build effective relationships with Retention Officials to ensure that they refer interested customers to you for closure.
• Complete account opening documentation together with customers and submit to Sky Branch Leader Sales for review before processing.
• When selling loans to Retail customers, complete the financial analysis and statement review on customer accounts. Where customers do not meet the minimum criteria, advise the customer, verbally or in writing as the customer requires. Report such denials to the Sky Branch Manager on a daily basis.
• Call customers when their accounts have been opened, generate welcome pack letters, and send to customers.
• Monitor drawdowns for new loans and contact customers to determine reasons for non-utilisation after a period of time.

Operational Rigour and Compliance with KYC requirements 40%

Outputs KPI’s:

• Ensure accuracy of each new account application, loan document, Absa card application and bank account mandate change. Sky Bankers are held personally accountable for accuracy and quality of these and supporting documents that they complete and submit.
• Achieve operational rigour excellence in all aspects of procedures and processes personally undertaken to ensure green audit.
• Follow the Retail end to end account opening ensuring new accounts are authorised and KYC compliant. Escalate any items that exceed the agreed service level timelines or where there are unresolved KYC requirements, to the Sky bank Team Leader
• Comply with all general Absa operational risk & rigour requirements e.g., KYC and anti-money laundering regulations.
• Conduct snap checks as allocated by Team Leader.
• Ensure all Product Mandates are achieved within agreed timelines.

Provision of Customer Service 10%

• Own customer queries and complaints around account opening, loans and card applications and resolve in a timely manner. Escalate any unresolved queries, or queries not resolved in a short period of time to the Sky Branch Team Leader /Manager.
• Build relationships with internal service providers (ITs, Underwriters, Fraud, Compliance, and the KYC Helpdesk) to ensure a quick turnaround time of escalated queries and complaints.
• Direct customers to the appropriate delivery channel to meet their needs.
• Advise customers to visit the branch to collect the debit card and register for Mobile banking to ensure Card & Pin Processes are followed and due diligence done for Mobile baking registration.
• Advise customers as soon as new loans are approved and encourage drawdowns on the new loans.

Any other duties assigned by Sky bank Team Leader / Manager or Management

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)