Job Purpose
To provide proactive sales and service management mainly through telephone and email to Enterprise Banking customers by identifying and implementing value adding enterprise banking financial solutions from a range of standard offerings.
Key Responsibilities/Accountabilities
- Promote and sell a range of banking product offerings and solutions that meet the financial needs of customer base by leveraging off outbound calls to clients
- Cross sell additional products and services according to customer needs by identifying and referring sales leads to other business stakeholders including Vehicle & Asset, Finance, Electronic banking, Card, Home loans and others
- Achieves daily and weekly sales targets, by operating in an effective yet productive manner, through optimal usage of time
- Action daily, weekly and monthly reports
- Utilises the Portfolio Management Tool (PMT) in order to identify opportunities, manage and monitor the portfolio.
- Ensures the recovery of all manual fees to improve the financial performance (e.g., net interest revenue and minimise revenue leakage).
- Researches and analyses the regional market to understand key business driver’s influences and competitor activity.
- Mine and analyse customer data to identify and plan for expansion and/or additional business opportunities.
- Develop and implement an outbound calling schedule to call all clients in the portfolio
- Identify opportunities to migrate top-end relationships.
- Provide simple and convenient information and query handling service offering of customers
- Contacts potential and existing customers from leads provided to position the product or service offering based on the campaign brief including primary as well as cross-sell mix
- Handle high volumes, low complexity sales requests and service requests via email and telephony and walk in clients
- Answer/handle customer inquiries and requests across all mediums accurately and within agreed service times.
- Provide high quality, first call resolution to customer’s service needs
- Interacts and liaises with customers with the purpose of providing or requesting information to assist in deal execution / gathering critical information for the bank.
- Explains credit procedures, qualifying criteria and expected turnaround times to customers in order to ensure that their expectations are being managed.
- Has a deep understanding of customer’s business through regular interaction with customer.
- Monitors and manages (in collaboration with internal business partners) the delivery of service in line with service level agreements, standards and turnaround times within the Enterprise Direct.
- Encourages strong relationships with relevant stakeholders and business partners (e.g., acquisition bankers; Business Banking Credit, Customer Contact Centre, branches etc.), to ensure that the customer service expectations are fully met.
- Meets or exceeds customer service expectations.
- Interact frequently and closely with all clients to analyse and establish ongoing needs and to assist clients to better understand their financial requirements
- Adhere to quality assurance standards
- Complies with general banking, credit policies and procedures.
- Ensures that all documentation received from the customer for origination and maintenance are authentic.
- Adheres to applicable legislative, regulatory and compliance risk requirements (e.g., National Credit Act, Consumer Protection Act, etc.)
- Effectively manages Credit Risk on new and existing customers.
- Motivates credit applications in line with business requirements, risk management and financial analysis of customers’ business profile with support from the Account Analyst.
- Completes all compliance training within the agreed timelines Manage the Account Analyst to ensure that work standards and quality work output targets are set,
- achieved and maintained.
- Manage the performance contribution of support staff.
- Identifying strengths and development areas and ensuring that support staff receives the requisite
- learning and skills development interventions.
- Proactively coaching and mentoring subordinates
Preferred Qualification and Experience
- Degree in Business Commerce or Finance & Accounting or related discipline.
- 3-5 years banking experience
- Business banking experience will be an added advantage
- Drivers License is a requirement.
- Proven successful sales track record in the financial services industry.
- Advanced product knowledge including specialized products and financial structures.
- Advanced experience and knowledge in Credit and Compliance matters.
- Negotiating skills and conflict handling
- Proven successful sales and service track record.
Knowledge/Technical Skills/Expertise
- Extensive bank product knowledge and saviness