Lead Generators - (Universal and Agent Banking) -… at Absa · Mbarara

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Job Summary Lead Generator – Universal Retail Lead Generator

• To achieve agreed sales targets in line with the business objectives through pro-active selling of Bank’s consumer lending/ Retail asset and liability products.

• The jobholder will be responsible for business development both with new and existing customers where they are expected to grow the respective branch asset and liability book.

Lead Generator - Agent Support Advisor

• The Agent support advisor is responsible for the retention of existing and growth of new customers. Each Agent supports advisor to proactively manage all agents in their area of execution. Some will cover vast areas according to agent segmentation and will therefore need to be flexible to travel as required by the business and be able to deal with customers remotely.

• To proactively recruit profitable new business and establish, manage and develop long-term, Profitable Relationships, ensuring the provision of first-class customer service and maximizing business opportunities to achieve business objectives and goals.

Job Description

Role 1 - Lead Generator – Universal Retail Lead Generator

Key accountabilities

1. Provide Sales and Service to Retail Banking customers (80%)

• Deliver exceptional sales performance by identifying and meeting customer needs through selling & cross selling of Bank’s consumer lending products to meet set sales targets.
• Provide direct “hands on” sales support (quality lead generation and effective follow up) to generate and convert quality leads into sales.
• Submit and check correctness of the completed application forms of different products in line with Bank policies and requirements to line manager for review
• Comply with general Operational risk & Rigor requirements e.g., Health & Safety standards and security of premises, KYC, and anti-money laundering regulations

2. Customer Service (10%)

• Provide excellent timely customer service in line with Absa values and policies
• Resolve customer queries, complaints and process their applications within the bank ‘s service level agreements.
• Escalate any unresolved queries, or queries not resolved in a short period of time to the Line Manager.
• Build relationships with internal service providers (Operations and the KYC Helpdesk, credit unit) to ensure a quick turnaround time of escalated queries, complaints, and submitted product applications

3.Operational Rigour and Compliance with KYC Requirements (10%)

• Ensure accuracy of each new account application, loan document, Absacard application and bank account mandate change. Lead Generators are held personally accountable for accuracy and quality of these and supporting documents that they complete and submit.
• Achieve operational rigour excellence in all aspects of procedures and processes personally undertaken to ensure green audit.
• Follow the Retail end to end account opening ensuring new accounts are authorized and KYC compliant. Escalate any items that exceed the agreed service level timelines or where there are unresolved KYC requirements, to the line Manager.
• Comply with all general Absa operational risk & rigour requirements e.g., KYC and anti money laundering regulations.

4. Any other duties that maybe assigned to you from time to time by the Bank.

Role/person specification Preferred Education

• First /second class degree with at least a credit 6 in Math and English at O’ level
• 2 Principle passes at A level •

Preferred Experience

• Competitor product sales experience
• Role requires pro-active sales generation, and the role holder will be required to spend a lot of time in the field making sales pitches to potential customers

Knowledge and Skills Knowledge

• Basic knowledge of the bank’s products and services advantage
• Outstanding relationship and interpersonal skills
• Strong selling and negotiation Skills
• Strong Presentation Skills
• Problem solving Skills
• Team Skills
• Communications Skills
• Sales focus
• Basic knowledge of the bank’s products and service advantage
• Knowledge of local banking policies and laws Skills
• Excellent planning & organization skills
• Very strong communication skills, both verbal and written
• Questioning skill
• Networking
• Good selling/influencing skills
• Presentation skills
• Listening skills

Role 2 - Lead Generator – Agent Support Advisor

Key accountabilities

1. Business Growth and Retention (60%)

• Proactively create and develop business relationships with companies
• Build close working relationships with other internal teams, external key business influences to create business opportunities
• Identification of cross sale opportunities and introduction leads to other functions within Absa.
• Implement activities to deliver value added products and services, generating increased income and revenue from existing agents
• Negotiate pricing and contracts with customers, engaging line managers at senior management or director level if called towards the achievement of business objectives.
• Make sound commercial judgments to retain and fully develop customer base
• Submit and check correctness of the completed application forms of different products in line with Bank policies and requirements to line manager for review
• Comply with general Operational risk & Rigor requirements e.g., Health & Safety standards and security of premises, KYC, and anti-money laundering regulations

2. Customer Service (30%)

• Provide excellent timely customer service in line with Absa values and policies
• Resolve customer queries, complaints and process their applications within the bank ‘s service level agreements. Escalate any unresolved queries, or queries not resolved in a short period of time to the Line Manager.
• Build relationships with internal service providers (Operations and the KYC Helpdesk, credit unit) to ensure a quick turnaround time of escalated queries, complaints, and submitted product applications
• Establish, build and maintain ongoing relationships with customers to develop and protect business income
• Develop a deep understanding of the needs and requirements of customers’ business
• Provide evidence of customer demand to influence new products / enhancements / solutions
• Apply knowledge and skills in resolving any challenges the agents may face when using the terminals. It is Important that each MSA knows terminal functionalities and agent banking systems to be able to manage customer expectations during their visits.
• Maintain and understand the business environment in which the customer operates

3. Operational Rigour and Compliance with KYC Requirements (10%)

• Ensure accuracy of each new Agents onboarded. Lead Generators are held personally accountable for accuracy and quality of these and supporting documents that they complete and submit.
• Achieve operational rigour excellence in all aspects of procedures and processes personally undertaken to ensure green audit.
• Follow the right procedure as and when onboarding the new Agents, all documents should be KYC compliant. Escalate any items that exceed the agreed service level timelines or where there are unresolved KYC requirements, to the head of Card Acquiring.
• Comply with all general Absa operational risk & rigour requirements e.g., KYC and anti-money laundering regulations.

Any other duties that maybe assigned to you from time to time by the Bank.

Preferred Education

• First /second class degree with at least a credit 6 in Math and English at O’ level
• 2 Principle passes at A level
• Role requires pro-active sales generation, and the role holder will be required to spend a lot of time in the field making sales pitches to potential customers

Preferred Experience

• Competitor product sales experience

Knowledge

• Knowledge & Skills:
• Basic knowledge of the bank’s products and services advantage
• Outstanding relationship and interpersonal skills
• Strong selling and negotiation Skills
• Strong Presentation Skills
• Problem solving Skills
• Team Skills
• Communications Skills
• sales focus
• Basic knowledge of the bank’s products and service advantage
• Knowledge of local banking policies and laws

Skills

• Excellent planning & organization skills
• Very strong communication skills, both verbal and written
• Questioning skill
• Networking
• Good selling/influencing skills
• Presentation skills
• Listening skills

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)