Description:
Essential Duties & Responsibilities By Dimensions
- Shareholder & Financial:
- Proactively market the Retail Bank’s products to increase sales volume and profitability, and to achieve or exceed set targets and goals.
- Cross selling of Retail Bank products and services to help increase market share and associated revenue / profit goals.
- Implements KPI’s and best practices.
- Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
- Act within the limits of the powers delegated to the incumbent.
- Customer (Internal & External):
- Enhance the Group’s image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.
- To visit the customers at their convenience either at their office / residence to market the bank’s products and obtain complete documentation, without the need for the customer to visit the bank.
- Attends and resolves all customer queries within the specified TAT to ensure customer satisfaction.
- To convey customer feedback on products and services including issues faced & enhancements recommended, to the Sales Supervisor.
- Create and maintain strong networking relationship with key contacts in the HR and Finance function of ministries & private companies in our approved list of companies.
- To assist customers in all their queries on Bank’s product and seek solution to their requests.
- Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.
- Build and maintain strong/effective relationships with related departments/units to achieve the Group’s objectives.
- Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.
- Internal (Processes, Products, Regulatory):
- To ensure that the application forms are accurately filled and that all required supporting documentation are provided to minimize discrepancies. To submit all completed applications to the DSA Supervisor.
- Act as the first point of contact especially for new customers, answer their queries and provide information about various products and services offered by the Retail Bank.
- Assist customers in filling out various forms and applications as requested such as opening an account; applying for an ATM, credit cards, loans etc.
- Coordinate with operations staff on an “as is needed” basis to ensure smooth operations, and timely and friendly service delivery.
- Refer to Direct Sales Supervisor for assistance in replying to any unresolved queries from customers.
- To submit periodic reports to their Sales Supervisor on calls made and their recommendations on how to grow the business volumes.
- To monitor the customer service standards operational for Retail Bank and look for creative ways to improve service delivery.
- Ensure compliance to internal service quality standards and compliance to audit requirements
Education & Experience Requirements
- University degree in Sales & Marketing / Banking is preferred.
- Minimum of 4 years experience in the sales function. Sales experience in marketing of banking / financial services preferred.
- Good background in the sales function, including selling tools & techniques