Sales Job At SBM Bank

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Job Purpose

The role is responsible for proactively engaging prospective and existing customers through structured outbound calls and responding to inbound enquiries in order to:

• Grow the Bank’s retail customer portfolio.

• Increase customers’ uptake of the Bank’s products and services.

• Encourage the use of digital banking channels.

• Ensure all sales are appropriate, affordable, and clearly explained to customers.

Key Responsibilities

Sales Delivery and Portfolio Management – 45%

• Manage the assigned customer and prospect portfolio and ensure all allocated contacts are covered during each campaign cycle.

• Make the required daily number of outbound calls using approved, permission-based lists and respond to inbound sales enquiries.

• Meet monthly and quarterly sales targets based on product volumes, values, and product mix.

• Prioritize leads and applications that require urgent follow-up, including approved offers nearing expiry and incomplete applications.

• Obtain customer commitments and follow through until the required action is completed, including account opening, loan drawdown, card activation, or digital channel registration.

• Keep the sales pipeline accurate and up to date by recording all customer contacts, commitments, outcomes, and next steps on the same day.

• Refer complex, high-value, or high-risk cases to the Team Leader for direction or further handling.

Customer Engagement and Suitability – 20%

• Interact with customers professionally using approved scripts, product guidance, and disclosure requirements.

• Establish the customer’s needs and ability to repay before recommending a product.

• Clearly explain product features, pricing, total cost of credit, fees, charges, and key terms in language the customer can understand, and confirm their understanding before proceeding.

• Recognize and report early indicators that a customer may be experiencing affordability challenges, including reduced or inconsistent income, multiple existing credit facilities, dependence on borrowing to meet regular expenses, or inability to afford the proposed instalment.

• Do not proceed with a product where it is determined to be unaffordable.

• Respect customers who choose not to proceed and immediately and permanently observe opt-out and do-not-call requests.

• Handle customer objections and complaints professionally and record and escalate complaints through the Bank’s established process within the required timelines.

• Support customer retention and efforts to reduce customer attrition through initiatives developed by product owners and business segments.

Compliance, Conduct and Risk – 15%

• Comply with the Banking Act, Central Bank of Kenya Prudential Guidelines on consumer protection, Consumer Protection Act, 2012, Data Protection Act, 2019, Bank AML/CFT policies, KYC requirements, Code of Conduct, and sales conduct policies.

• Avoid making false, misleading, or exaggerated claims concerning products, rates, approvals, or processing timelines.

• Use customer personal information only for the purpose for which it was collected and only through approved Bank systems.

• Never remove, photograph, forward, or save customer information on personal devices or personal accounts.

• Verify the lawful basis for contacting customers and accurately document consent and opt-out requests.

• Complete all mandatory training within the required timelines, including AML/CFT, KYC, data protection, information security, product knowledge, and consumer protection.

• Immediately report suspected fraud, suspicious transactions, data breaches, and cases of mis-selling in accordance with Bank procedures.

Systems, Records and Reporting – 10%

• Keep customer information and sales activity accurately updated in the Bank’s CRM and other approved sales systems.

• Document customer interactions, commitments, outcomes, and disclosures to support audits, quality reviews, and dispute resolution.

• Prepare and submit daily activity reports and weekly performance reports using the prescribed formats.

• Ensure application forms and supporting documents are complete, legible, and properly submitted for further processing.

Campaigns, Teamwork and Development – 10%

• Support campaigns and initiatives focused on portfolio growth, portfolio quality, and customer retention.

• Identify opportunities to cross-sell and bundle products among existing customers.

• Refer complex and high-value opportunities to the appropriate relationship management team.

• Adhere to the Bank’s ASPIRE Culture Code and its values of customer centricity, trustworthiness, integrity, respect, and prudence.

• Participate in daily team huddles, coaching activities, call reviews, and product briefings.

• Take responsibility for personal development through the Bank’s performance and development planning process.

Key Relationships

Direct Reports

• None.

Key Internal and External Relationships

The role 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 and Experience

Role Knowledge

• Knowledge of retail banking products, including unsecured lending, cards, deposits, and digital channels.

• Understanding of lending processes, affordability assessment, and 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, particularly its application to direct marketing and customer information.

• Understanding of AML/CFT and KYC requirements.

• Strong customer engagement, objection handling, and negotiation skills.

• Good report writing and documentation abilities.

• Computer literacy and proficiency in Microsoft Office applications.

• Familiarity with CRM or similar sales management systems.

• Fluency in both spoken and written English and Kiswahili.

Role Experience

• At least 1 year of experience in telesales, contact centre sales, direct sales, or a related area.

• Experience in the financial services sector is an added advantage.

• Demonstrated ability to achieve sales targets.

Educational and Professional Requirements

• Bachelor’s degree in Business Administration, Finance, Banking, Economics, Accounting, Marketing, or a related field from an institution recognized by the Commission for University Education.

• A Certificate of Proficiency (COP) and registration with the Insurance Regulatory Authority are required only where the position covers bancassurance products.

Application

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