The Ugandan Jobline

• Deliver
  exceptional sales performance by identifying and meeting customer needs
  through selling & cross selling of all Barclays Africa Retail products
  & services to customers using the telephone.
• Oversee team’s
  participation in specific product campaigns by ensuring that the products
  are explained to customers.
• Agree,
  meet and exceed targets for specific sales campaigns.
• Maintain
  team’s sales performance statistics for management information usage. 
• Own and
  manage team’s product & channel sales targets to contribute towards
  the Centre sales objectives.
• Refer to
  the appropriate area of delivery for specialist product help or advice
  (e.g. Schemes or Home Loans) when uncertain about the product delivery or
  application process. Respond directly to the customer.
• Build
  effective relationships with Centre staff to ensure that non-sales staffs
  refer customers to the Sales Staff when they identify a particular product
  or service need.
• When
  selling loans to Retail 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 the
  customer requires. Report such denials to the Telesales Manager on a daily
  basis.
• Drive the
  performance of all Telesales Staff to ensure they achieve set targets
• Monitor
  & regulate ways of workings for all Telesales Sales Officers to ensure
  maximum time & value management

• Ensure
  accuracy of each new loan application, loan document, Barclaycard
  application and bank account mandate change. Telesales Staff are held
  personally accountable for 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 green audit.
• Follow
  the Retail end to end loan processing ensuring proper authorization and
  compliant with policy held.
• Escalate
  any items that exceed the agreed service level time lines or where there
  are unresolved requirements, to the Manager Telesales.
• Comply
  with all general Barclays operational risk & rigour requirements e.g.
  KYC and anti-money laundering regulations.
• Carry out
  snap checks as allocated by the Manager Telesales.

• Own
  customer queries and complaints around account opening, loans and card
  applications and resolve in a timely manner. Escalate any unresolved
  queries, or queries not resolved in a short period of time to the Team
  Leader Sales or Manager Telesales.
• Build
  relationships with internal service providers (COO, RISK, and Retail
  Support) to ensure a quick turnaround time of escalated queries and
  complaints.
• Direct
  customers to the appropriate delivery channel to meet their needs e.g.
  cashiers, drop boxes, ATM etc.
• Ensure
  timely escalation to Customer Service Support Staff on any key
  requirements, & Service challenges at the Centre.
• Ensure
  quality & efficient Customer service is embedded at the Centre through
  coaching, training & feedback.

• Share
  knowledge and experience with the team.
• Provider
  cover for other Telesales officers in case of excessive workload or
  absence.
• Deputise
  for the Manager Telesales or Team Leader when required.

• Agree
  annual performance objectives with the Team Leader Sales or Manager
  Telesales, including specific sales targets.
• Pursue
  continued improvement in personal development by participating in development
  programmes and training.
• Perform
  any other duties as assigned.

• The
  Telesales Supervisor must hold a good first degree or diploma or relevant
  experience in a front-line banking sales/marketing/service environment
• Good
  working knowledge of the Bank’s products, services and policies including
  standard tariffs.
• A good
  understanding of overall Retail goals & objectives, including the
  branch’s objectives growth of sales, cost control and income contribution
• Detailed understanding
  of the sales process
• Good working
  knowledge of the procedure manuals
• Prior working
  knowledge and understanding of relevant legislation e.g. KYC, Anti-Money
  laundering, banking code, service standards, health & safety standards
  etc
• Extensive
  knowledge of the bank’s internal departments, systems & procedures as
  well as risk & rigour requirements
• Excellent
  planning & organisation skills
• Excellent
  communication skills, both verbal and written
• Good Questioning
  skills
• Good PC
  skills
• Good
  numeracy & analytical skills
• Good Networking
  skills
• Good
  selling/influencing skills
• Good presentation
  skills
• Good listening
  skills
• Good coaching,
  feedback & reviewing skills

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