Outbound Call Centre Agent (Braamfontein)

Primary Purpose

Responsible for executing all aspects pertaining to Outbound Sale campaigns and lead generation efficiently and effectively within predetermined Customer Contact Centre processes and procedures for excellent customer service experience.

TECHNICAL COMPETENCY REQUIREMENT

1. Knowledge of regulations and compliance function related to FAIS and FICA Act
2. Ability to provide customers with service, support and improvement opportunities to increase their consumption of a product or service and maximise retention, cross-sell and upsell opportunities within the customer base.
3. Ability to connect with the Customer, understand their needs and design a solution bringing together a wide variety of services.
4. The ability to connect, build relationships and communicate information relevant to the stakeholder groups depending on their level of work in the organisation.
5. The ability to handle queries effectively and formulate appropriate responses.
6. Understanding of the Bank’s products to accurately, persuasively and effectively communicate with customers about the product, its features, benefits, uses, and support needs. This enables one to identify cross-selling opportunities and respond to customer queries.

Required Minimum Education And Training

1. Matric
2. RE 5
3. Certificate in banking or FAISED recognised qualification (NQF 5)

Required Minimum Work Experience

1. 1 to 2 years’ experience in a Call Centre environment
2. 1 year experience in Financial Services Industry will be an advantage
3. Experience in advising financial Banking Products will be an advantage

KEY PERFORMANCE AREA (KPA)

FINANCIAL MANAGEMENT

1. Make outbound calls to prospective and existing customers to provide them with information on new products, discounts, and services.
2. Deliver prepared scripts regarding a service or product to inform customers and generate leads.
3. Assess and qualify potential workable leads by documenting information about interested customers and forward them to the sales department.
4. Conduct outbound Sales campaign as set out in the campaign file to ensure revenue generation is increased.
5. Prevent and reduce financial losses where possible.

CUSTOMER CENTRICITY

1. Log the records of telephonic conversations while ensuring their confidentiality and integrity.
2. Seek clarity from the customer to ensure comprehensive understanding of their needs and address these needs as effectively as possible, whilst minimizing any risk to the Bank.
3. Ensure excellent customer service and excellent telephone etiquette.

OPERATIONAL EXCELLENCE

1. Ensure that no customer on the DND (do not disturb) list is contacted, and update DND lists as required.
2. Respond to questions and concerns of customers over the telephone, according to established policies and procedures.
3. Enter customer information into the company database and ensure that it is updated periodically.
4. Contact customers on the fixed deposit maturities list in order to assist them with their instructions and convince them to keep their accounts within the Bank before maturity date.
5. Ensure adherence to all FAIS and FICA requirements.
6. Assist with Client telephonic onboarding on all products i.e. investments etc.
7. Assist clients with EFT transfers.
8. Ensure Grow Account closure on request.
9. Ensure correct disposition code is selected on the system as an outcome of the conversation with the customer.
10. Handling investment queries.

LEARNING AND GROWTH

1. Take ownership for driving own career development.
2. Achievement of objectives/milestones set out in the development plan.

This position is advertised in line with our commitment to Employment Equity.