Consultant, Proactive Sales at Standard Bank Group

Job description

Job Details

Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. We now need a talented and resourceful individual to help us fulfil our business objectives and build customer loyalty

Job Purpose

• To provide an efficient and effective point of contact for new and existing Personal Market customers within the Branch and through Proactive initiatives.
• To provide an onsite selling capability to lead sources.
• To acquire new bulk Personal and Inclusive market business within the relevant Region.
• To ensure that the customers’ banking needs are identified and fulfilled efficiently and cost-effectively, while managing the risks associated with new accounts, mandates and specimen signatures.

Key Responsibilities/Accountabilities

• Drive transaction led customer acquisition
• Accountable for achievement of daily, weekly and monthly personal market sales targets.
• Facilitates and oversees workplace banking, bank days.
• Regularly develops opportunities for sales by actively searching for new contacts to expand sales opportunities.
• Forges business partnerships with Personal and Business Markets in the province to leverage the interplay between segments for optimal growth and retention.
• Sells the bank’s products proactively and pass on sales leads to the applicable areas.
• Fulfils on proactive sales activities outside of Branch during valley periods and fulfils sales within Branch during peak and month end periods.
• Completes sales and lead generation tracking forms on a daily basis
• Ensures that targets and budgets are met.
• Participates in Workplace Banking activities when required.
• In conjunction with Consultant, Workplace Banking, Manager, Business and Manager, Acquisitions, ensures penetration within their portfolios specific to key players and underlying employee base.
• Develops business opportunities by following up leads generated.
• Conducts joint calling in a planned manner with Consultant, Workplace Banking, Manager Acquisitions, Account Executives and Private Bankers to ensure business/personal interplay occurs.
• Proactively identifies and follows-up on new business in order to increase market share.
• Identifies and follows-up on cross-selling opportunities.
• Proactively grows/penetrates existing and new Workplace Banking portfolio of companies.
• Provides additional information to ensure support on products/services, and identifies problems.
• Ensures daily feedback to all relevant stakeholders.
• Pro-actively identifies migrations to Private Bank and Prestige offering.
• Identifies referral opportunities for Standard Bank of South Africa (SBSA) stakeholders.
• Provides a mobile primary point of contact to customers by identifying their financial/ transactional needs and recommends Bank products as solutions.
• Conducts cold calling and other prospecting techniques in a planned manner focusing on high potential value prospects.
• Markets and provides information on the full range of Personal Market products to customers to optimise cross-sell.
• Follows up on sales to ensure that customer requirements have been met.
• Develops and maintains relationships with key stakeholders in network, across all channels and product houses.
• Ensures that all leads are logged correctly in the presence of the customer and ensures cross selling opportunities are identified.
• Identifies and actions opportunities for cross- and up-sell.
• Ensures accurate capture, updates or amendments of customer information and history notes
• Customer Experience
• Complete all compliance training within laid down timelines
• Provides a mobile primary point of contact to the employees and or gatekeepers, of Standard Bank’s business market customers.
• Markets and provides information on the full range of personal market products to customers.
• Pro-actively identifies opportunities to migrate clients to Private and Prestige offering.
• Identifies referral opportunities for other SBSA stakeholders
• Provides additional information onsite to customers to ensure support and service on products/services, and identifies problems
• Meets business market customer requirements and their employee base by identifying their personal financial/transactional needs and recommends bank products as solutions.
• Ensures that queries and complaints are resolved within the stipulated time frames.
• Escalates unresolved complaints to the appropriate division.
• Encourages customers to make use of self service banking and Alternative Channels.
• Ensures that Customer Experience Measurement (CEM) targets are met.
• Identifies customer needs effectively and opens new accounts according to laid down procedures.
• Transfers, amends and closes accounts as and when requested by customers according to laid down instructions.
• Ensures that Customer on boarding process is followed at all times.
• Ensures that customers are fully informed of their rights and obligations to the Bank in accordance with the Code of Banking Practice.
• Ensures that all new service requests (queries and complaints) are logged correctly, as either a “first contact resolution” or “non -first contact resolution” as appropriate.
• Ensures that service requests in personal work list are actioned within agreed timelines
• Efficiency and effectiveness
• Conducts a needs analysis to identify customer needs effectively when opening new accounts or providing product advice, in line with Financial Advisory and Intermediary Service Act (FAIS) license categories.
• Completes disclosure to the customers in terms of accreditation, service fees, and commission.
• Ensures proper record keeping in terms of Financial Advisory and Intermediary Services Act as well as the Financial Intelligence Centre Act, and National Credit Act.
• Accurately captures all applications in line with laid down procedures.
• Accurately records all sales concluded on measurement system.
• Actions non-compliant accounts daily to ensure quality of acquisition.
• Ensures accuracy in the completion of application forms to ensure turnaround times are met.
• Ensures an understanding, adherence and disclosure to customers regarding accreditation, service fees and commission in terms of the Code of Banking Practice.
• Ensures an understanding of, and adherence to, documentation requirements as outlined by FAIS and the Financial Intelligence Centre Act (FICA) and the Code of Banking Practice (COPB).
• Ensures that all products offered to customers are sold on features, benefits and factual information only.
• Credit Management
• Implements all the required steps and controls according to laid down procedures when opening accounts to minimise the risks associated with new business.
• Ensures that all customer information is accurately captured
• Gathers all relevant customer information and documents and accurately captures loan applications within laid down procedures.
• Refers matters outside scoring criteria, with the appropriate information, to the accounts support for further investigation

Preferred Qualification and Experience

• Matric
• 4-5 years banking experience
• Proven sales track record in the financial services industry.
• Experience in dealing with self-employed customers, high value/multi segment customers
• Pro-active hunting experience i.e. sales
• Stakeholder management experience
• Must have relevant intermediary experience in respect of the FAIS product subcategories applicable to this role.
• Related business/marketing degree would be an advantage
• You must complete one of the Qualifications listed on the FSB recognised list within the allocated time.(FAIS fit & proper)
• You must complete the RE 5 examination within the allocated time
• Valid drivers license

Knowledge/Technical Skills/Expertise

• Sound knowledge of the range of personal value propositions.
• Thorough knowledge of all personal products/ financial solutions.
• Relevant competitor product knowledge.
• Knowledge of the Code of Banking Practice and its application in a sales context.
• Knowledge of managing the Regional sales principles and processes. .
• Understanding of relevant procedures and application of the Group Reference Guide (GRG).
• Sound understanding of sales functions and knowledge of selling process.
• Knowledge of the Financial Advisory and Intermediary Services Act.
• Sound Knowledge of the NCA and related processes
• Understanding and support of the banks multi – channel environment