Job Purpose Summary:

The incumbent is mainly responsible for marketing the Retail Bank’s products and services – to meet assigned targets specifically for a single line of business, besides cross selling other products and services of the Retail Bank to meet customer needs. The Sales Officer is responsible for providing efficient, friendly and quality service to customers; answering queries & encouraging them to increase their business with the Retail Bank.

Essential Duties & Responsibilities by Dimensions:

A. Shareholder & Financial:

-          Proactively market the Retail Bank’s products to increase sales volume and profitability, and to achieve or exceed set targets and goals.

-          Cross selling of Retail Bank products and services to help increase market share and associated revenue / profit goals.

-          Implements KPI’s and best practices.

-          Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.

-          Act within the limits of the powers delegated to the incumbent.

B. Customer (Internal & External):

-          Enhance the Group’s image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.

-          To visit the customers at their convenience either at their office / residence to market the bank’s products and obtain complete documentation, without the need for the customer to visit the bank.

-          Attends and resolves all customer queries within the specified TAT to ensure customer satisfaction.

-          To convey customer feedback on products and services including issues faced & enhancements recommended, to the Sales Supervisor.

-          Create and maintain strong networking relationship with key contacts in the HR and Finance function of ministries & private companies in our approved list of companies.

-          To assist customers in all their queries on Bank’s product and seek solution to their requests.

-          Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.

-          Build and maintain strong/effective relationships with related departments/units to achieve the Group’s objectives.

-          Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.

C. Internal (Processes, Products, Regulatory):

-          To ensure that the application forms are accurately filled and that all required supporting documentation are provided to minimize discrepancies. To submit all completed applications to the DSA Supervisor.

-          Act as the first point of contact especially for new customers, answer their queries and provide information about various products and services offered by the Retail Bank.

-          Assist customers in filling out various forms and applications as requested such as opening an account; applying for an ATM, credit cards, loans etc.

-          Coordinate with operations staff on an “as is needed” basis to ensure smooth operations, and timely and friendly service delivery.

-          Refer to Direct Sales Supervisor for assistance in replying to any unresolved queries from customers.

-          To submit periodic reports to their Sales Supervisor on calls made and their recommendations on how to grow the business volumes.

-          To monitor the customer service standards operational for Retail Bank and look for creative ways to improve service delivery.

-          Ensure compliance to internal service quality standards and compliance to audit requirements

Education & Experience Requirements:

• University degree in Sales & Marketing / Banking is preferred.

• Minimum of 4 years experience in the sales function. Sales experience in marketing of banking / financial services preferred.

• Good background in the sales function, including selling tools & techniques