Administrator: Sales Support - Absa Bank

Job Summary

To deliver dynamic virtual end-to-end customer sales and service including fulfilment, resolving customer queries, cross-selling and/or upselling all relevant bank products on offer. Offer financial advice to the customer and handle retentions.

Job Description

Key Accountabilities

Accountability: Selling products and services.

• Provide sales and services enablement according to service delivery excellence plans by putting customer experience at the centre of products, services, solutions, advice and fulfilment.
• Achieves predetermined sales targets by generating quality applications.
• Contact the customer and execute the sales process within the desired turnaround time.
• Delivers customer sales and services whilst maintaining quality service standards.
• Determine customers’ needs by exploring all possible cross-selling and up-selling opportunities
• Ensure first call resolution.
• Tracking of conversions from lead or call to application and then to fulfilment.

Accountability: Reduction of customer attrition.

• Speaks to customers to ensure that their needs are identified and advises various options.
• Adheres to shared company values and service standards about customer interaction.
• Resolves customer dissatisfaction/complaints and takes full ownership of the problem.
• Communicates with the customer according to company standards.
• Address the customer’s need with product knowledge that is technically accurate.
• Preparation for the outbound call, and providing alternative product solutions were applicable.

Accountability: Information management.

• Update the system with accurate information to ensure accurate reporting

Accountability: Adherence to risk and governance

• Strictly adhere to all risk and governance policies, standards and procedures and escalate associated risks.
• Participate in survey (EOS) and in findings action plans.
• Support BSSA CSI initiatives.
• Adherence to NCA, FICA and FAIS legislation.
• Comply with Risk and Control Activities and Adherences.
• Comply with all Human Resources policies and procedures
• Understand and accept responsibility for all system access granted in line with all Fraud Risk Management Policies.

Accountability: Training and development

• Participate in all scheduled training and multiskilling opportunities.
• Participate in coaching sessions.
• Owning and being proactive about own training and development.
• Participate in idea sharing through the pitch-in initiative.
• Complete all compliance training within prescribed timelines.

Education

Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)