Retention Official

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Job Summary

• To deliver effective, efficient and compliant Outbound telephone-based customer sales and servicing, working collaboratively with the Product team, Absa Workplace Banking and Branch colleagues, in order to maximise customer satisfaction and overall Outbound and all telesales performance.
• Duty of communicating with customers and potential customers through telephone to develop an effective sales and revenue pipeline. The main aim is to cross sell and up sell various consumer products to clients depending upon the business needs.
• It is also to build strong relationships with the clients to exceed the targets by developing a telesales strategy.

Job Description

Business Direction 50%

Outputs:

·       Drive and deliver Involved new to bank customers.

·       Deliver engaged existing customers by:

·       Tele-Selling a range of consumer assets & liabilities products to customers, in accordance with set procedures, to meet individual customer needs and achieve allocated goals.

·       Addressing customer sales and product and transactional processing requirements, in accordance with set procedures, to ensure that customers receive an exceptional service.

·       Identifying complex and non-standard customer requirements, and other sales opportunities, and referring them to more experienced colleagues or the most appropriate Specialist colleague to ensure achievement of Outbound and overall Contact Centre goals.

·       Managing, and where appropriate escalating, customer queries, complaints and feedback effectively, to achieve the best possible outcome for the customer in line with Regulation, Absa' policy and best practice.

·       Working with team leader and other colleagues to enable the delivery of consistently high standards of 'seamless' customer service across all relevant customer propositions.

• Proactively developing the necessary knowledge and skills needed to achieve successful delivery and provide accurate and current advice and appropriate support to customers and colleagues.

Business Direction 50%

Outputs:

·       Drive and deliver Involved new to bank customers.

·       Deliver engaged existing customers by:

·       Tele-Selling a range of consumer assets & liabilities products to customers, in accordance with set procedures, to meet individual customer needs and achieve allocated goals.

·       Addressing customer sales and product and transactional processing requirements, in accordance with set procedures, to ensure that customers receive an exceptional service.

·       Identifying complex and non-standard customer requirements, and other sales opportunities, and referring them to more experienced colleagues or the most appropriate Specialist colleague to ensure achievement of Outbound and overall Contact Centre goals.

·       Managing, and where appropriate escalating, customer queries, complaints and feedback effectively, to achieve the best possible outcome for the customer in line with Regulation, Absa' policy and best practice.

·       Working with team leader and other colleagues to enable the delivery of consistently high standards of 'seamless' customer service across all relevant customer propositions.

• Proactively developing the necessary knowledge and skills needed to achieve successful delivery and provide accurate and current advice and appropriate support to customers and colleagues.

 

Operational Rigour and Compliance with KYC requirements 40%

 

Outputs KPI’s:

 

·       Provide periodic MI on Telesales as required by the Team leader.

·       Productivity.

·       Customer feedback.

·       Volume and impact of personal sales referrals.

·       Contribution to team over and above personal goals.

·       Feedback from team and Product teams colleagues.

·       Mitigation of operational risks, and compliance with all relevant policy.

·       Core of Absa behaviours.

·       Achievement of personal objectives agreed with line manager. 

 

·       Maintaining a current understanding of customer needs, emerging trends, sales and servicing best practice etc., sharing it with colleagues and applying it to day-to-day operations.

·       Maximising effective customer interactions, understanding customer's goals, promoting the full range of Absa' products and continuously developing long-term loyalty to the brand.

·       Experience a consistently high standard of well-integrated customer service across all outbound propositions.

·       Feel important, appreciated and that their needs are understood.

·       Will readily agree to appropriate, additional Absa' products and services when offered.

·       Will recommend others to Absa based on their experience.

 

·       Actively seeking feedback on own performance from others and taking action to develop and improve their own capabilities accordingly.

·       Actively contributing to the development of a "team culture" across outbound sales teams.

·       Being responsive to colleague queries and requests for support.

·       Collaborate with him/her routinely and naturally and treat them as a valued member of the team.

Demonstrate confidence in the role holder as a colleague

Provision of Customer Service 10%

 

·       Provide clear direction of the Absa Africa business objectives by translating business performance objectives and measures into clear, concise communication

·       In the way you lead on a daily basis, be a role model for your colleagues, doing things wholeheartedly, communicating with passion and enthusiasm, embracing change as a way of working.

 Knowledge, Expertise and Experience

·       Relevant sales/service experience in a call centre environment or customer facing role.

·       A comprehensive knowledge of Absa Africa products and systems that support them, and a good understanding of Absa Group products.

·       A detailed understanding of product offerings in the wider financial services industry.

Knowledge, Expertise and Experience

·       Relevant sales/service experience in a call centre environment or customer facing role.

·       A comprehensive knowledge of Absa Africa products and systems that support them, and a good understanding of Absa Group products.

·       A detailed understanding of product offerings in the wider financial services industry.

·       A detailed knowledge of Absa Africa strategy and policies

·       Detailed knowledge of consumer buying behaviour, marketing techniques and evolving trends

·       An understanding of customer segmentation theory and practice.

·       A detailed understanding of industry, advisory, regulatory and professional bodies

·       A good understanding of legislation related to financial services and channel delivery

·       A good knowledge of constructing reports, executive summaries and briefs

·       At least 1 year work experience in a similar role

·       Minimum of a diploma or equivalent in any Business-related field.

 

Preferred

·       Must have excellent telephone manners, both inbound and outbound with a proven ability to influence, negotiate and overcome objection.

·       Must be a motivated individual who is used to working in a highly targeted environment be able to prioritise workloads and have the ability to seek solutions when faced with challenging situations.

·       Must have knowledge of Retail products and services

·       Excellent verbal communication skills

·       Communication skills both written and oral

·       Strong analytic and numerical skills for calculation of statistics needed in performance tracking

·       PC skills

·       Good interpersonal and networking skills

Report writing skills

•            An understanding of customer segmentation theory and practice.

•            A detailed understanding of industry, advisory, regulatory and professional bodies

•            A good understanding of legislation related to financial services and channel delivery

•            A good knowledge of constructing reports, executive summaries and briefs

•            At least 1 year work experience in a similar role

•            Minimum of a diploma or equivalent in any Business-related field.

 

 

Education

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