Sales and Service
- Acquire new customers and promote product education.
- Drive digital adoption and ensure product activations.
- Cross-sell complementary products and services.
Customer Engagement
- Be responsible for helping customers by understanding and meeting their requests.
- Confirm customers’ IDs using our systems and protect their private information.
- Complete necessary legal and compliance checks (FICA, POPIA, NCR).
- Help customers set up and manage their accounts.
- Give out cards and answer customer questions.
- Pass difficult or unusual problems to the supervisor.
Teamwork
- Demonstrate a strong team spirit and a willingness to be guided by senior team members.
- Collaborate effectively with team members to achieve shared goals.
Revenue and Retention
- Achieve individual sales targets to contribute to business revenue.
- Retain customers through excellent service and timely resolution of queries and complaints.
- Reduce operational losses and account closures by following compliance protocols.
Compliance and Risk Management
- Operate within FAIS guidelines, displaying honesty and integrity at all times.
- Adhere to all regulatory requirements, including FICA, POPIA, NCR, and Treating Customers Fairly (TCF).
- Escalate matters outside of scoring or decision limits to appropriate personnel.
- Continuously contribute to improving customer experiences by identifying process enhancements.
Core Responsibilities
- Turn potential customers into paying customers.
- Teach customers how to use online and do-it-yourself options.
- Provide great service that matches the brand’s “HIGH FIVE” commitment.
- Focus on getting new customers started quickly.
- Fix customer problems fast and with good quality.
- Reach or go beyond the expected levels of service and sales goals.
- Act in ways that match company values and help create a good team environment.
- Be responsible for improving your own work and skills.
- Be flexible and ready to change as customer and business needs change.
- Finish all necessary training and keep your job knowledge up-to-date.
Performance Measures
- Achievement of sales and service targets.
- Positive service feedback and minimal complaints.
- Full compliance with regulatory and operational requirements.
- Prevention of operational losses and customer attrition.
Minimum Requirements
- Matric (Grade 12)
- No previous experience required
Ideal Candidate Competencies
- Strong customer orientation and ability to meet customer needs
- Able to handle customer concerns with empathy and professionalism
- Willingness to grow and learn continuously
- Collaborative and team-oriented mindset
- Proactive in adapting to changes and identifying improvements
- High level of integrity, transparency, and ethical behavior
- Understanding and adherence to regulatory requirements
- Demonstrates initiative and accountability in achieving results
- Builds strong, respectful, and inclusive relationships
