Test Division Summary
Job Purpose
- To cross – sell the bank’s products and services to both existing and new customers. To improve customers’ perception of the bank’s service by proactively engaging the customer via the telephone to understand his or her needs.
Key Responsibilities/Accountabilities
- Proactive sale of the bank’s products and services via the telephone.
- Meet specified sales and cross – sell targets
- Build relationships, earn trust and buy – in from customers in order to get referral business and retain customer loyalty.
- Action reactive sales leads
- Action sales campaign
- Continuous customer service surveys to understand the customers’ perception the bank’s services and identify areas that need improvement
- Mystery shopping via the telephone
- Post account opening follow up call on customers to assess level of service satisfaction and cross – sell opportunities
- Refer complaints received to the Complaints Manager and follow up on resolution
- Keep log of all key issues raised by customers for proper analysis and escalation
- Periodic reporting of customer survey and mystery shopping activities
- Daily sales reporting
- Meet percentage conversion ratio targets
- Ensure that all task and deadlines are met
- Ensure call quality
- Ensure process adherence
Preferred Qualification and Experience
- Degree in Business Commerce or equivalent qualification with 3-4 years experience
OR
- Diploma in Business Commerce or equivalent qualification with a minimum of 5 years experience.
Knowledge/Technical Skills/Expertise
- Business Related degree
- 2-3 years banking experience
- A good understanding of the entire Bank’s full range of products
- A basic knowledge of regulations governing the management of financial services.
- Understanding the branch service standard and practice
- Computer Literacy
- High degree of intelligence, communication and analytical skills