SALES & SERVICE OFFICER - DOWNTOWN & SINAI, ZAMALEK & MAADI, GIZA & DELTA, OCTOBER, NEW CAIRO, HELIOPOLIS AREAS
Posted
Commercial International Bank Egypt SALES & SERVICE OFFICER - DOWNTOWN & SINAI, ZAMALEK & MAADI, GIZA & DELTA, OCTOBER, NEW CAIRO, HELIOPOLIS AREAS
Job Purpose\:
Promote the development and growth of CIB market share through selling a value-adding financial services to achieve set objectives and applying superior quality service to keep CIB image. In addition to handling all customers’ requests/instructions and contributing in setting the sales plan for the Sales team.
Job Description\:
Sales & Service
1. Provide customers with basic information on all Bank’s products/services to increase Customer awareness & ensure a high level of quality service
2. Achieve assigned targets/volume/attrition/x-sell/deep-sell for the branch in both assets and liabilities to ensure that targets are met through walk-in customers, relationship building, existing customer base, companies & new to bank clients in a transparent & ethical way.
3. Track customers’ inflows and outflows and contact customers to seek information on reasons for unexpected behaviours to maintain better-quality service level and meet set budgets.
4. Ensure that every customer interaction is conducted as a superior service experience and in line with the defined CIB customer experience standards TAT and bank service indicators (including wait time, telephone timeliness, reply to customer queries and messages etc.).
5. Handle customers’ queries and complaints and ensure effective closure of complaints within the set TAT& SLA to reach customer satisfaction and loyalty
6. Contribute with the Deputy Branch Manager/Branch Manager in setting the sales plan and daily sales activities.
7. Transfers knowledge, guide and act as role model for younger staff and to ensure that the new hires on-boarding process is strictly adhered to.
Reporting & Communication
8. Prepare daily sales report (DSR) including sales activities and call reports, share it with Deputy Branch Head and branch head to track sales performance achievement versus budget and work on alternative plans when needed.
9. Respond positively and diligently to colleagues and coordinate and communicate effectively with branch staff and support units to ensure that customers’ requests are processed timely and efficiently.
10. Be attentive to any possible frauds/risks and provide feedback to direct supervisor for guidance and assistance.
11. Receive all relevant customer requests related to cheque book, credit & debit cards, TDs, CDs..etc. check their validity and send to related departments for completion
12. Execute sales plan that ensure building the business, deepening relationship, increasing targeted customer base, performance efficiency versus target & exceeding productivity benchmark
13. Ensure that all sales activities and customer interactions are logged on CRM
14. Ensure that his/her team is acting on CRM leas generations by contacting and converting opportunities withing the predefined TAT an conversion/contact rate
Policies, Processes and Procedures
15. Follows all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner
Day-to-day management
16. Follows the day-to-day operations related to own jobs in the Branch to ensure continuity of work
Compliance
17. Complies with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks.