Telesales Agent

Job Purpose

The role holder will be required to proactively engage prospective and existing customers through structured outbound calling and inbound enquiry handling in order to:

• Grow the Bank’s retail portfolio.
• Deepen customer wallet share.
• Promote adoption of digital channels.
• Ensure that every sale concluded is suitable, affordable and fully disclosed to the customer.

Key Responsibilities

Sales Delivery & Portfolio Management – 45%

• Manage the allocated customer and prospect portfolio and ensure full coverage of the assigned list within each campaign cycle.
• Conduct the agreed daily volume of outbound calls from approved, permission-based calling lists and handle inbound sales enquiries.
• Achieve monthly and quarterly sales targets for assigned products by volume, value and product mix.
• Prioritise leads and applications requiring immediate follow-up, including approved offers at risk of lapsing and partially completed applications.
• Secure customer commitments and follow up to ensure fulfilment through to account opening, drawdown, card activation or channel enrolment.
• Maintain an accurate and current pipeline, recording every contact, commitment, outcome and next action on the same day.
• Escalate complex, high-value or high-risk cases to the Team Leader for guidance or referral.

Customer Engagement & Suitability – 20%

• Engage customers professionally using approved scripts, product guidelines and disclosure standards, and maintain regular contact within the assigned portfolio.
• Establish the customer’s actual need and repayment capacity before recommending any product.
• Explain product features, pricing, the total cost of credit, fees, charges and key terms fully and in language the customer understands, and confirm understanding before proceeding.
• Identify and report early signs of customer affordability stress, including: Reduced or irregular income. Multiple existing facilities. Reliance on borrowing to meet routine obligations. Inability to meet the proposed instalment.
• Decline to proceed where the product is unaffordable.
• Respect a customer’s decision to decline and honour opt-out and do-not-call requests immediately and permanently.
• Handle objections and complaints professionally and log and escalate complaints through the Bank’s complaints process within the required timelines.
• Drive customer retention and reduce customer attrition through initiatives generated by product owners or business segments.

Compliance, Conduct & Risk – 15%

• Comply at all times with: The Banking Act. The Central Bank of Kenya Prudential Guidelines on consumer protection. The Consumer Protection Act, 2012. The Data Protection Act, 2019. The Bank’s AML/CFT policies. KYC requirements. The Bank’s Code of Conduct. Sales conduct policies.
• Make no false, exaggerated or misleading statement about any product, rate, approval outcome or turnaround time.
• Process personal data only for the purpose for which it was collected and only on the Bank’s systems.
• Never remove, photograph, forward or store customer data on personal devices or personal accounts.
• Confirm the lawful basis for contacting each customer and accurately record consent and opt-outs.
• Complete all mandatory training within the required timelines, including: AML/CFT. KYC. Data protection. Information security. Product training. Consumer protection.
• Report suspected fraud, suspicious transactions, data breaches and mis-selling immediately in line with Bank policy.

Systems, Records & Reporting – 10%

• Maintain accurate and timely updates in the Bank’s CRM and other designated sales systems.
• Record all customer engagements, commitments and outcomes, including disclosures made, to support subsequent audit, quality review or dispute resolution.
• Submit daily activity and weekly performance reports in the prescribed format.
• Ensure application forms and supporting documents are complete, legible and correctly submitted for onward processing.

Campaigns, Teamwork & Development – 10%

• Support campaigns and initiatives aimed at growing the portfolio, improving portfolio quality and retaining existing customers.
• Identify cross-sell and bundling opportunities within the existing customer base.
• Refer complex or high-value opportunities to the relevant relationship team.
• Work to the Bank’s Culture Code (ASPIRE) and the values of: Customer centricity. Trustworthiness. Integrity. Respect. Prudence.
• Participate in daily huddles, coaching sessions, call reviews and product briefings.
• Take ownership of personal development through the Bank’s performance and development planning process.

Key Relationships

Direct Reports

• None.

Key Internal and External Relationships

The role holder will interact with:

• Existing and prospective customers.
• Team Leader – Telesales and the Direct Sales team.
• Branch network and Relationship Management teams.
• Credit, Operations and Card Services.
• Contact Centre and Customer Experience teams.
• Marketing and Product teams.
• Compliance, Risk and Internal Audit.

Knowledge, Skills, Qualifications & Experience

Role Knowledge

The successful candidate should have:

• Knowledge of retail banking products, including: Unsecured lending. Cards. Deposits. Digital channels.
• Understanding of the lending process, affordability assessment and the total cost of credit.
• Working knowledge of consumer protection requirements under the Central Bank of Kenya Prudential Guidelines and the Consumer Protection Act, 2012.
• Working knowledge of the Data Protection Act, 2019 as it applies to direct marketing and customer data.
• Understanding of AML/CFT and KYC obligations.
• Customer engagement, objection handling and negotiation skills.
• Report writing and documentation skills.
• Computer literacy and proficiency in Microsoft Office applications.
• Familiarity with CRM or equivalent sales systems.
• Fluency in English and Kiswahili, both spoken and written.

Role Experience

• At least