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JOB PURPOSE
The Sales Representative will be responsible for driving revenue growth by prospecting and engaging new to bank customers, understanding their needs and facilitating sales of solutions – products and services that meet their needs whilst offering exemplary customer excellence to build long-term profitable customer relationships.
KEY RESPONSIBILTIES
- Sales, Business growth & Development
- Relationship Management
- Customer Experience
- Governance, Risk Management and Compliance
- Personal Leadership & Development
MAIN ACTIVITIES:
Sales, Business Growth & Development
- Understand Sidian Brand, target market and solutions – products and services as well as operational guidelines within the scope of the role;
- Identify retail opportunities and prospects through systematic prospecting, visiting and onboarding of new potential retail customers through physical account opening as well digital account opening platform;
- Provide direct sales support (quality lead generation and effective follow-up) to generate and convert quality leads into sales;
- Explaining the features of the products to prospective customers in line with product features and treating customers fairly;
- Guiding customers on how to fill in applications for the respective product the customer would like to purchase e.g. account opening form, loan application form;
- Reviewing of the application and documentation provided by the customer to confirm accuracy;
- Authentication of Know Your Customer (KYC) details by checking the original copies against photocopies of documents provided e.g. National ID and passports.;
- Forwarding completed applications to the relevant Sales Manager or Retail Support Team, within 24 hours of sign-off by the customer;
- Follow up with customers to ensure seamless account opening process and 100% efficiency in delivery of newly opened account information;
- Recommending to the Business Development Team any business development opportunity for follow up which is outside the Sales Representative scope;
- Participate in branch and bank activations and all product trainings;
- Agree, meet and exceed targets for specific consumer banking sales campaigns on a weekly, monthly and quarterly basis.
Relationship management
- Maintain a stable relationship with the companies’ key contacts by providing excellent quality service and maintaining high visibility through regular courtesy calls and visits;
- Maintain an updated record on the scheme portfolio at all times to mitigate losses;
- Liaise with business development teams to identify opportunities within their portfolios and to deepen relationships with the existing bank customers;
- Plan for and attend service open days & activations within selected scheme companies to handle queries.
Customer Experience
- Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank;
- Maintaining client relationships by providing support, information and guidance pertaining to the product and services;
- Sharing market information from the field to the leadership to improve the bank’s products and provide regular Sales reports;
- Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints;
- Forwarding customer feedback or complaints to the Sales Manager and Branch Manager;
- Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations;
- Customer complaints and resolutions to be handled within the expected TAT. In case of escalations, follow through the approved bank escalation matrix.
Governance, Risk Management & Compliance:
- Keep up to date and adhere to all relevant bank policies, procedures and guidelines as per the job profile;
- Internalize and adhere to the banks code of conduct, whistle blowing and anti-bribery and corruption policies and guidelines so as to refrain from improper or illegal activity, such as money laundering, fraud, bribery or corruption;
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- Internalize and understand the policies and guidelines related to Anti Money laundering (AML), Know Your Customer (KYC), Counter Terrorism Financing (CTF) and Counter Proliferation Financing (CPF) in order to verify customer identity and nature of business before onboarding, collect and maintain all records, tip off any suspicious transactions;
- Conduct a proper Customer Due Diligence (CDD) and Agent Due Diligence (ADD) as per the category of the customer with particular attention to high risk customers, Politically Exposed Persons (PEP) and third parties;
- Understand the definitions of suspicious activities that may indicate money laundering activities and the channels to report such activities;
- Ensure proper customer protection measures to manage risks of fraud, loss of privacy and loss of service by treating the customer fairly and reporting any customer concerns to management;
- Compliance with all internal functions such as Enterprise Risk Management, Internal Audit & Investigations and any external parties where required e.g. to stand as a witness to represent the bank in cases;
- Follow the laid down Business Continuity Plans as guided by management and also participate in Fire Drills as well as Call Tree testing;
- Adherence to all bank policies, procedures, standards, systems and guidelines by business units to identify and mitigate risks;
- Maintain a positive image of the bank at all times to manage the reputation of the bank by doing the right thing always, adhering to proper business practice, all banking and country laws and regulations, customer satisfaction and management of bank and customer information while dealing with the public and social media;
- Participating in the banks risk and compliance programs and providing adequate feedback on improvement areas;
- Attending all bank trainings to improve efficiency and effectiveness as well as compliance, this includes participating in the annual AML training, filling in attestations and taking the AML quiz online with an acceptable score.
Personal Leadership & Development
- Manage self by showing drive and motivation, an ability to self-reflect and a commitment to learning;
- Communicate effectively communicate clearly, actively listen to others, and respond with understanding and respect;
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- Commit to Customer Service: provide, customer-focused services in line with banking sector and organizational objectives – adherence to the bank customer service charter and ensure personal accountability so as to meet the laid down Service Level Agreements (SLA) and work within stipulated Turn Around Time (TAT);
- Work Collaboratively Collaborate with others and value their contribution;
- Deliver Results Achieve results through the efficient use of resources and a commitment to quality outcomes;
- Think and solve problems, analyse and consider the broader context to develop practical;
- Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings;
- Responsible for own career within the bank and preparing an annual Personal Development Plan (PDP) and ensuring its actualization;
- Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment;
- Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings;
- Live the brand values as a Sidian Bank brand ambassador and always project the right image of the bank to both staff and customers.
ACADEMIC BACKGROUND
- University Degree or Diploma.
WORK EXPERIENCE
- At least one (1) year sales experience in any field in banking or financial services is an added advantage.
SKILLS & COMPETENCIES
- Good negotiation and interpersonal skills.
- Good communication and engagement skills.
PROFESSIONAL CERTIFICATION
- Professional Banking qualification (AKIB) is an added advantage.
