SME Lead Generators (Various Locations)

Job Title: Lead Generator - SME Products

Job Summary

To achieve agreed targets in line with the business objectives through pro-active selling of all SME products and provision of excellent customer service.

Key Responsibilities

Sales to Retail Customers (60% of Time)

• Deliver exceptional sales performance by identifying and meeting customer needs through selling SME products and cross-selling other Absa Bank products and services.
• Provide direct "hands-on" sales support (quality lead generation and effective follow-up) to generate and convert quality SME product leads into sales.
• Participate in SME product campaigns by ensuring that the parameters are well explained to customers.
• Agree, meet, and exceed targets for specific sales campaigns.
• Maintain own sales performance statistics for management information usage.
• Own and manage SME product and channel sales targets to contribute towards the direct sales objectives and targets.
• Refer to the SME Cluster Manager when uncertain about product delivery or the application process. Respond directly to the customer.
• Complete account opening documentation together with customers and submit to the Line Manager for review before submitting to operations for processing.
• When selling SME products to Business Banking customers, complete the financial analysis and statement review on customer accounts. Where customers do not meet the minimum criteria, advise the customer verbally or in writing as required. Report such denials to the Line Manager on a daily basis.
• Call customers when their accounts have been opened and provide the customer with contact information for the branch at which their account is held.

Customer Service (15% of Time)

• Own customer queries and complaints around SME products and resolve them in a timely manner. Escalate any unresolved queries, or queries not resolved within a short period, to the Line Manager.
• Build relationships with internal service providers (Sanctioners and DSC) to ensure a quick turnaround time for escalated queries and complaints.
• Advise customers as soon as new loans are approved and encourage draw-downs on the new loans.

Operational Rigour, Compliance, and Controls (15% of Time)

• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, the Enterprise-Wide Risk Management Framework, and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.
• Ensure accuracy of each new account application, SME loan document, and all other customer documents. Lead Generators are held personally accountable for the accuracy and quality of these and supporting documents that they complete and submit.
• Achieve operational rigour excellence in all aspects of procedures and processes personally undertaken to ensure a green audit.
• Follow the retail end-to-end account opening process, ensuring new accounts are authorized and KYC compliant. Escalate any items that exceed agreed service level time lines or where there are unresolved KYC requirements to the Line Manager.
• Comply with general Absa operational risk and rigour requirements, e.g., Health & Safety standards, security of premises, KYC, and anti-money laundering regulations.

Contribute to the Development of the Team / Personal Development (10% of Time)

• Share knowledge and experience with other Lead Generators in the team.
• Provide cover for other Lead Generators in case of excessive workload or absence.
• Deputize for the Line Manager whenever required.
• Agree annual performance objectives with the Sales Manager, including specific sales targets.
• Pursue continued improvement in personal development by participating in development programs and training.

Qualifications

Required: Further Education and Training Certificate (FETC) in Business, Commerce and Management Studies.