Entrenchment Universal Banker

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions.

We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you. To drive sales growth and deepen client relationships in Personal and Private Banking through proactive outbound and inbound telesales and virtual client engagement (calls, chat and email).

The role converts sales opportunities into the right solutions, achieves set sales and cross-sell targets, and delivers on entrenchment Key Performance Indicators such as activation, onboarding and retention.

Key responsibilities

Sell and cross-sell Personal and Private Banking products through outbound and inbound telesales, taking ownership of individual sales targets and Key Performance Indicators. Run outbound sales and entrenchment campaigns and convert inbound enquiries into sales, delivering uplift in transactional activity, cross-sell and retention.

Hold needs-based sales conversations that identify client needs, recommend the right solution and secure the sale. Explain product features, benefits, pricing and conditions clearly, and educate clients on self-service, Interactive Voice Response and their rights and obligations in line with the Code of Banking Practice.

Accurately capture applications and daily activity on the required tools, and adhere to all risk, compliance and Financial Advisory and Intermediary Services Act requirements. National Certificate in Banking (NQF 5), FAIS-recognised, or an equivalent relevant qualification. Must meet the applicable FAIS Fit and Proper requirements for the role.

Minimum experience Minimum of 2 to 3 years’ total experience in a call centre environment, with a good understanding of bank processes, policies and products. Experience as an Outbound Sales Consultant or in a similar target-driven telesales role, preferably within banking, insurance or funeral policy sales. Experience engaging clients telephonically, identifying sales opportunities and promoting products and services across outbound and inbound calls.

Proven ability to achieve sales targets, handle objections and convert client conversations into successful sales. Experience working with sales targets, conversion rates, client relationship management systems and sales reporting. Behavioural competencies Convincing People Pursuing Goals Establishing Rapport Meeting Timescales Following Procedures Upholding Standards Technical competencies Outbound and Inbound Telesales Needs-Based Selling and Cross-Sell Objection Handling and Closing Banking, Insurance and Funeral Product Knowledge Risk, Compliance and Regulatory Governance Sales Performance and Client Relationship Management Systems