Job Purpose
* To deliver exceptional retail business performance through sales performance, excellent customer servicing, query resolution.
* To deliver challenging Prestige sales and service targets
* To provide expert support and advice to Prestige customers, non-customers and colleagues, responding to referrals and introductions
* Receive customer complaints, record it and take all reasonable steps to resolve the complaint in the eyes of our customers.
Main accountabilities and approximate time split
Sales Skills 70%
Outputs:
* Drive and deliver exceptional sales performance by identifying and meeting customer needs through selling, cross selling of products & services through acting as an advisor to retail clients.
* 70% of time is dedicated towards sales .
* Own and manage customer queries and complaints by taking ownership and resolving in a timely manner.
* Run a business portfolio that maximizes opportunities and generates strong growth and good, sustainable returns over the business cycle.
* Achieve volume and revenue goals via the combination of customer acquisition and relationship widening; in addition to growing network of clients through using diverse sources.
* Deliver world class customer service practices and ensure adherence to AWBE Service standards.
* Meet all customer contact rules requirements set.
Service 15 %
* Deal with customer complaints to rectify causes to avoid recurrence
* Co-ordinate preparation and execution of account related documentation including mandates and application forms
Rigour 5%
Outputs:
* Achieve operational rigor excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit.
* Ensure compliance with operations risk & rigour requirements e.g. Health & Safety standards and security of premises
* Adhere filling performance activity sheets timely and with Optimum quality
Team Working
Time split 5%
Outputs:
* Build effective relationships with branch staff and key support functions.
* Support other Bank colleagues by building their knowledge and understanding of Premier customers, products and services through the delivery of formal and ad hoc training and coaching.
* Provide cover for all staff within Sales when required.
* Provide honest, direct and constructive feedback to others
Accountability
Self
Time split 5%
Outputs:
* Agree performance development objectives with the team leader.
* Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development
Technical skills / Competencies
Competencies:
Essential
* Business origination (through development of either existing relationships or prospects) to achieve budgets. * Cross-selling of all the various business lines of CAE or the CA Group * Maintain an active calling program with all calls being recorded in the CRM. * Ensure that KYC's are proper…
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