Customer Support & Sales Specialist

Job Description:

The Customer Support & Sales Specialist is responsible for delivering exceptional customer service while driving the sales of financial products and services. The role involves identifying customer needs, providing appropriate financial solutions, resolving customer inquiries, building long-term relationships, and achieving sales and service performance targets. The ideal candidate combines strong customer service skills with a results-driven sales mindset to enhance customer satisfaction and business growth.

Key Responsibilities

Customer Support

• Educate customers on available products, digital banking platforms, and self-service channels.
• Ensure compliance with customer service standards and organizational policies.

Sales & Business Development

• Identify sales opportunities during customer interactions and convert prospects into customers.
• Promote and sell financial products including:
  • Savings and Current Accounts
  • Consumer Loans
  • Credit Facilities
  • Investment Products
  • Insurance Products
  • Digital Banking Solutions
• Generate leads through referrals, cold calling, networking, and market prospecting.
• Build and maintain strong relationships with new and existing customers.
• Meet and exceed assigned sales, revenue, and portfolio growth targets.
• Conduct product presentations and financial solution consultations for customers.

Relationship Management

• Develop long-term relationships with customers through regular engagement.
• Understand customer financial needs and recommend suitable products.
• Follow up with customers to ensure satisfaction and encourage repeat business.
• Maintain a healthy customer portfolio and improve customer retention.

Compliance & Documentation

• Ensure all customer onboarding documentation complies with regulatory and company requirements.
• Conduct Know Your Customer (KYC) and Anti-Money Laundering (AML) checks.
• Maintain confidentiality and security of customer information.
• Adhere to all internal policies, operational procedures, and financial regulations.

Reporting

• Prepare daily, weekly, and monthly sales and customer service reports.
• Track customer interactions and sales activities using CRM systems.
• Monitor individual performance against assigned KPIs.
• Provide market intelligence and customer feedback to management.

Key Performance Indicators (KPIs)

• Monthly sales target achievement.
• Number of new customers acquired.
• Customer satisfaction (CSAT) score.
• Customer retention rate.
• Cross-selling and upselling performance.
• Loan and product portfolio growth.
• Response and resolution turnaround time.
• Compliance and documentation accuracy.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Finance, Economics, Banking, or a related field.
• 1 yearof experience in customer service, sales, banking, fintech, or financial services.
• Professional certifications in sales or customer service are an added advantage.

Required Skills & Competencies

• Excellent communication and interpersonal skills.
• Strong sales, negotiation, and persuasion abilities.
• Customer-focused with a passion for delivering exceptional service.
• Knowledge of financial products and banking operations.
• Problem-solving and conflict resolution skills.
• Ability to work under pressure and meet sales targets.
• Good analytical and numerical skills.
• Strong organizational and time management abilities.
• Proficiency in Microsoft Office Suite and CRM applications.
• High level of integrity, professionalism, and attention to detail.

Preferred Attributes

• Self-motivated and target-driven.
• Positive attitude with excellent relationship management skills.
• Ability to work independently and collaboratively within a team.
• Strong adaptability in a fast-paced environment.
• Willingness to travel for customer acquisition and business development activities when required.

Working Conditions

• Office and field-based role with frequent customer visits.
• May require weekend or extended hours to meet business objectives.
• Performance-based environment with clearly defined sales and service targets.