Telesales Agent

SBM Bank (Kenya) Limited is a financial institution founded in 1973, offering a range of banking and financial services.

The Telesales Agent at SBM Bank is responsible for actively reaching out to potential and current customers through structured outbound calls and managing inbound sales inquiries. The primary goals are to expand the bank's retail customer base, enhance customer engagement and product adoption, particularly for digital channels, and ensure that all sales transactions are appropriate, financially viable for the customer, and transparently communicated. This involves managing a dedicated customer and prospect portfolio, meeting daily call volumes, and achieving monthly and quarterly sales targets across various products.

1. Manage assigned customer and prospect portfolios, ensuring full coverage within campaign cycles.
2. Conduct daily outbound calls from approved lists and handle inbound sales inquiries.
3. Achieve monthly and quarterly sales targets for assigned products by volume, value, and mix.
4. Prioritize leads and applications requiring immediate follow-up, including at-risk offers and incomplete applications.
5. Secure customer commitments and follow up to ensure fulfillment (account opening, drawdown, card activation, channel enrolment).
6. Maintain accurate and current sales pipeline records, documenting contacts, commitments, outcomes, and next actions daily.
7. Escalate complex, high-value, or high-risk cases to the Team Leader for guidance or referral.
8. Engage customers professionally using approved scripts and product guidelines, maintaining regular contact.
9. Determine customer needs and repayment capacity before recommending products.
10. Clearly explain product features, pricing, total cost of credit, fees, charges, and key terms in understandable language.
11. Identify and report early signs of customer affordability stress (e.g., reduced income, multiple facilities, reliance on borrowing).
12. Decline to proceed if a product is unaffordable for the customer.
13. Respect customer decisions to decline, honoring opt-out and do-not-call requests immediately.
14. Handle objections and complaints professionally, logging and escalating them within required timelines.
15. Drive customer retention and reduce attrition through various initiatives.
16. Comply with the Banking Act, CBK Prudential Guidelines, Consumer Protection Act, Data Protection Act, AML/CFT policies, KYC requirements, and the Bank’s Code of Conduct.
17. Avoid making false or misleading statements about products, rates, or turnaround times.
18. Process personal data only for collected purposes and on bank systems.
19. Never remove, photograph, forward, or store customer data on personal devices.
20. Confirm lawful basis for customer contact and accurately record consent/opt-outs.
21. Complete all mandatory training (AML/CFT, KYC, Data protection, Information security, Product training, Consumer protection).
22. Report suspected fraud, suspicious transactions, data breaches, and mis-selling immediately.
23. Maintain accurate and timely updates in the Bank’s CRM and other sales systems.
24. Record all customer engagements, commitments, and disclosures for audit and dispute resolution.
25. Submit daily activity and weekly performance reports in the prescribed format.
26. Ensure application forms and supporting documents are complete and correctly submitted.
27. Support campaigns to grow portfolio, improve quality, and retain customers.
28. Identify cross-sell and bundling opportunities.
29. Refer complex or high-value opportunities to relevant relationship teams.
30. Adhere to the Bank’s Culture Code (ASPIRE) and values (Customer centricity, Trustworthiness, Integrity, Respect, Prudence).
31. Participate in daily huddles, coaching, call reviews, and product briefings.
32. Take ownership of personal development through the Bank’s planning process.

1. Knowledge of retail banking products, including unsecured lending, cards, deposits, and digital channels.
2. Understanding of the lending process, affordability assessment, and the total cost of credit.
3. Working knowledge of consumer protection requirements under the Central Bank of Kenya Prudential Guidelines and the Consumer Protection Act,
4. Working knowledge of the Data Protection Act, 2019, as it applies to direct marketing and customer data.
5. Understanding of AML/CFT and KYC obligations.
6. Strong customer engagement, objection handling, and negotiation skills.
7. Proficient in report writing and documentation.
8. Computer literate and proficient in Microsoft Office applications.
9. Familiarity with CRM or equivalent sales systems.
10. Fluency in both spoken and written English and Kiswahili.
11. At least one (1) year of experience in telesales, contact center sales, direct sales, or a related field.
12. Experience in financial services is an added advantage.
13. Demonstrable record of meeting sales targets.
14. 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.
15. Certificate of Proficiency (COP) and registration with the Insurance Regulatory Authority are required only if the role extends to bancassurance products.