Outbound Sales Agent (Finchoice) at Weaver Fintech Ltd

Role Overview

• The Lending Call Centre Agent is responsible for telephonically selling finchoice’s lending products — primarily Term Loans and MobiMoney — to new and existing customers. The role drives disbursements, new-to-file (NTF) growth, utilisation and cross-sell, while delivering responsible lending outcomes and a high standard of customer experience.

Key Performance Areas

Sales & disbursement performance

• Achieve agreed sales, disbursement and conversion targets across Term Loans and MobiMoney
• Drive new-to-file (NTF) acquisition, customer utilisation and cross-sell into the wider Weaver ecosystem (e.g. MobiMoney to Term Loan customers, insurance attach)

Efficiency and Productivity

• Reach performance targets relating to productivity, adherence, turnaround, time keeping and quality
• Be available to make Contacts by avoiding unnecessary time spent in after Contact activities or breaks in order to provide agreed service levels
• Administer policies in an organised and efficient manner ensuring that outstanding tasks are up to date and departmental service standards are adhered to at all times
• Constantly and proactively look for ways to improve efficiencies through performance, communications, procedures and systems

Customer service

• Ensure a polite, friendly, efficient and professional service is offered by acting as an ambassador for finchoice
• Take responsibility for each customer contact, ensuring guidance is always given in the customer’s best interests
• Handle objections appropriately to ensure that positive results are achieved and enhance customer delight
• Work towards continuously improving the customer experience and service delivery

Quality standards

• Focus on “getting it right first time” to ensure that correct and precise information is relayed to customers
• Capture all customer details, call logs and sales transactions accurately onto the system
• Adhere to internal systems, policies, procedures and requirements

Qualifications & Accreditations

• Grade 12 / Matric or equivalent

Experience & Skills

• 1+ year sales experience in a target-driven environment, preferably outbound contact centre
• Prior experience selling unsecured lending, credit or financial services products advantageous
• Computer literate and comfortable working across a dialler, CRM and quote/affordability tools
• Numerate — able to explain instalments, terms and total cost of credit clearly to customers

Attributes & Behaviours

• Energetic and positive attitude
• Strong customer focus
• Excellent communication and active listening skills
• Resilient under target pressure and able to handle objections constructively
• High personal integrity — sells the right product to the right customer
• Team player but able to work independently
• Excellent telephonic manner