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.
• Use 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.
• Aid customers in account servicing and account origination.
• Handles client serving like issuing of card, answering to client queries.
• Referring matters outside the operational mandate to the team leader.

People

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

Finance

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

Process, Risk, Regulatory & Compliance

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

Responsibilities

• Leads identified converted into successful sales.
• Ensure activities support cost containment and reduction.
• Educate customers on correct digital channels to maximize channel optimisation.
• Connect with our customers by living up to our brand promise of “HIGH FIVE” at all times. Converse with our customers in a way that they fully understand and provide helpful solutions and products based on their needs.
• Make sure ACTIVATION is PRIORITY on onboarding.
• Always conduct themselves in an ethical manner.
• Adhere to the TCF (Treating Customer Fairly) principles in all that you do.
• Optimize every customer interaction to migrate cash transactions and/or convert customers to digital channels and self-service channels.
• Resolve 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 comply with procedures and processes contained in the relevant business guidelines and understand the risk associated with decisions.
• Fulfilling transactions above the benchmark set and providing an exceptional customer experience.
• Demonstrates behaviour in support of the organizational values.
• Takes accountability for own performance, personal and career development.
• Maintain an ability to adapt to ever changing business and customer needs.
• Contribute to the overall effectiveness and success of the team.
• Improve knowledge and competencies by completing role-specific training.

Key Performance Measure

• Meet stipulated target.
• Service compliments and complaints.
• Adhere 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 recognised 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 fulfil the needs of internal and external customers, establishing relationships that help customers feel valued.
• Handle upset customers: Hear them out, empathize, apologize, and take personal responsibility for resolving their problems/issues.
• Accept development opportunities: Accept responsibility for personal development to reach full potential; jointly determine appropriate developmental activities with the manager.
• Inspire others to develop: Instil curiosity for new knowledge and help team members create development opportunities.
• Anticipate changes: Use new situations as opportunities to achieve results.
• Consider impact: Consider the people and systems impacted by actions when improving work outputs.
• Work interdependently: Achieve best results when working with or through the team and diverse teams across the organization.
• Value teams: Demonstrate commitment to the team, share relevant information, and contribute to achieving goals.
• Have the confidence to achieve ambitious goals: Strive for ambitious goals as an individual and within teams, demonstrating a commercial mindset.
• Celebrate success: Celebrate success while guarding against complacency and respecting the contributions of others.
• Build relationships: Actively build trusting and productive relationships with colleagues, regardless of cultural backgrounds.
• Be true to oneself: Always do what is promised, even under pressure.
• Demonstrate integrity: Work in an open, transparent and respectful way, upholding the rights and feelings of all colleagues and customers.
• Understand regulatory requirements: Demonstrate full knowledge of regulatory rules and principles relevant to the role, complying with internal policies and procedures, escalating potential risks and concerns.