Sales & Service Consultant

Key Performance Areas

To acquire and educate for sales and service, drive digital migration, ensure activation and cross complementary products.

Customer

• Takes accountability in customer engagement to identify customer’s needs.
• Uses the systems to establish the authenticity of the customer and avoid dealing with and compromising information to unauthorized persons.
• Performs the regulatory checks for the customer, FICA, POPI, and NCR.
• Aids customers in account servicing and account origination.
• Handles client serving like issuing of cards and answering client queries.
• Refers matters outside the operational mandate to the team leader.

People

• Adheres to principles of teamwork.
• Allows to be led by the senior.

Finance

• Ensures that revenue is generated by meeting the agreed sales target.
• Retains customers by providing client service and resolving complaints and queries timeously.
• Prevents account closures and operational losses by following laid down procedures on compliance.

Process, Risk, Regulatory & Compliance

• Complies with FAIS guidelines (Honesty and Integrity).
• Operates within the code of conduct.
• Adheres to Treat Customer Fairly, FICA, POPI, and NCR guidelines.
• Refers any matters outside the laid down scoring to the team leader.
• Operates within the stipulated Levels and Limits.
• Collates information regarding systems, clients, and processes to aid in the improvement of the overall client experience.

Responsibilities

• Leads identified converted into successful sales.
• Ensures activities support cost containment and reduction.
• Educates customers on correct digital channels to maximize channel optimization.
• Connects with our customers by living up to our brand promise of “HIGH FIVE” at all times. Converses with our customers in a way that they fully understand and provides helpful solutions and products based on their needs.
• Makes sure ACTIVATION is PRIORITY on onboarding.
• Always conducts themselves in an ethical manner.
• Adheres to the TCF (Treating Customer Fairly) principles in all that you do.
• Optimizes every customer interaction to migrate cash transactions and/or convert customers to digital channels and self-service channels.
• Resolves all customer queries efficiently and within agreed timelines.
• Achievement of Sales and Service client retention by managing the breakdown activities as listed in the Sales and Service Operation requirements.
• Always complies with procedures and processes contained in the relevant business guidelines and understands the risk associated with decisions.
• Fulfills transactions above the benchmark set and provides an exceptional customer experience.
• Demonstrates behavior in support of the organizational values.
• Takes accountability for own performance, personal and career development.
• Maintains an ability to adapt to ever-changing business and customer needs.
• Contributes to the overall effectiveness and success of the team.
• Improves knowledge and competencies by completing role-specific training.

Key Performance Measures

• Meets stipulated target.
• Service compliments and complaints.
• Adheres to Compliance requirements.
• Operational losses and attrition.

Qualifications

• Minimum Qualification: NQF 4 Qualification.
• Preferred Qualification: Relevant NQF 5 qualification as prescribed by the Financial Services Board.
• Regulatory Exam qualification.
• An appropriate recognized business Diploma or Higher Certificate at NQF level 6.
• Microsoft Office Computer Literate.

Experience

• Experience: 1-2 years related experience.
• FAIS – Yes.

The Successful Applicant Must

• Demonstrate leadership competencies - Manager of Self.
• Meet customers’ needs: Make every effort to understand and fulfill the needs of internal and external customers.
• Handle upset customers by hearing them out, empathizing, apologizing, and taking personal responsibility for resolving their problems/issues.
• Accept development opportunities and jointly determine appropriate developmental activities with the manager.
• Inspire others to develop a curiosity for new knowledge, experiences, and challenges.
• Anticipate changes in work tasks, situations, and the environment.
• Consider the impact of actions on people and systems.
• Work interdependently with teams across the organization.
• Value the talents of others and contribute to the achievement of goals.
• Have the confidence to achieve ambitious goals.
• Celebrate success while guarding against complacency.
• Build trusting and productive relationships with colleagues.
• Be true to oneself and uphold commitments.
• Demonstrate integrity and respect the rights and feelings of others.
• Understand regulatory requirements and comply with internal policies and procedures.