Sales and service consultant; Worcester

Job Description

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

• 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

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

• 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

• Comply with FAIS guidelines (Honesty and Integrity)
• Operates within the code of conduct
• Adhere to Treat Customer 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 process to aid an improvement of the overall client experience

• 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 customer 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.

• Meet stipulated target
• Service compliments and complaints
• Adhere to Compliance requirements
• Operational losses and attrition

• 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:
  
  1-2 years related experience
• FAIS
  - Yes

• Leadership competencies
  - Manager of Self
• Meeting customers’ needs: I make every effort to understand and fulfil the needs of my internal and external customers. The relationships I establish help customers to feel valued and appreciated and reflect good business practices.
• Handling upset customers: I handle upset customers by hearing them…