Bayport Financial Services: Customer Solutions Centre Sales Agent








Company Bayport Financial Services
Reference # BAYR066
Published 12/11/2021
Contract Type Permanent
Salary Market Related
Location Sandton, Gauteng, South Africa
Introduction
To meet and exceed the minimum key performance areas and set monthly sales targets, delivering on call quality and conversion standards.

To contribute to Bayport Financial Services growth and profitability by offering Money Solutions products and services to Corporate Employees in line with Bayport’s Corporate strategy.

Job Functions Administration,Call Centre,Client Services,Communications,Compliance & Regulatory Affairs,Sales
Industries Financial Services
Specification
KEY PERFORMANCE AREAS (KPA)/ KEY RESPONSIBILITIES

1. Strategic Initiatives

• To be the preferred channel that gives life to multiple business strategies in a centralised and controlled environment.
• Contributing to the achievement of customer solutions centre targets and efficiencies by intervention on agent behavioural and technical competencies.

1. Operational requirements
• Meeting and exceeding daily, weekly and monthly sales and conversion KPI targets
• Adherence to call scripts and consistent achievement of call quality standards
• Adherence to policy and procedure
• Meeting customer expectations through service excellence
• Escalating customer complaints to direct line manager
• Ability to work additional hours when required to ensure targets are achieved
.
2. Stakeholder Engagement
• Maintain effective, professional relationships with internal stakeholders.

TECHNICAL COMPETENCIES

Computer Literacy
Demonstrate the required knowledge and skills associated with operating a Personal Computer

Use of Specific Operational IT Systems
Demonstrates the successful use of internal proprietary systems that enable business operations.

Client Service + Client Interaction, Handling & Education (telephonic & face to face)
Demonstrates the ability to telephonically deal with clients and handle the diverse spectrum of client interactions effectively. In addition, is able to deal with a variety of client types and moods. Delivers a positive client service experience.

Communication/ Language proficiency: English and Local
Communicates clearly and concisely in English. This includes both the verbal and written mediums. African Language will be an advantages. Communicates clearly and concisely in any additional required language. This includes both the verbal and written mediums.





Accuracy/Attention to detail
The ability to calculate and complete any and all work at an acceptable level of accuracy. Be able to consistently pay attention to the detail of the work completed.

Motivation
Demonstrate the associated behaviour, knowledge and understanding of the values and principles that drive the motivation of employees. High focus of motivating financial distress employees to change behaviour and implement financial disciplines.

Negotiation
The ability to discuss with the intent of convincing the other party to agree. The ability to change another’s decision and obtain settlements from retailers before consolidation of debt.

Providing constructive feedback
Demonstrate the ability to communicate in a manner which alerts a person to an area of performance which could be improved. One way to achieve the best quality results wanted and needed is to express constructive feedback to customers.

Service Management Processes
Demonstrate the ability to plan, implement and manage all processes that facilitate good client service. Ensure that all processes have a positive impact on client experience

LEADERSHIP COMPETENCIES

Brand Management
Demonstrate the ability to manage all activities associated with the promotion of the company’s brand.

BEHAVIOURAL COMPETENCIES

Decision Making
Demonstrate the capacity to identify and understand issues, problems, and opportunities; financial distress, comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences

Self-management & Internal Locus
The individuals drive is internally motivated. The ability to manage one’s emotions, time and professionalism. Having empathy with employees and customer’s whiles making solid financial evaluation and decisions.

Probing/Questioning
Demonstrate the ability to ask a selection of specific questions; questions that will elicit relevant information and ensure that we manage risk when granting loans.

Collections
Demonstrate the ability to apply, administer and manage the process of recovering any amounts owed from its clients. This includes the payroll collections.

Emotional Intelligence
The ability and insight into one’s own emotional state and drivers. Demonstrate empathy and associated behaviour and knowledge to employees in distress whiles supporting them.

Requirements
EDUCATION

MINIMUM QUALIFICATIONS
• Grade12 / Matric or NQF level 4 equivalent qualification.

EXPERIENCE AND KNOWLEDGE

MINIMUM REQUIREMENTS
• 3 years of Call Centre Sales Experience.
• Proven track record of exceptional performance.

INDUSTRY EXPERIENCE
• Previous experience in financial wellness role an advantage
• Previous experience in loan sales an advantage.

Job Closing Date 19/11/2021