Entrenchment Universal Banker

If you are a results-driven professional in the Gqeberha area looking to advance your career within a top-tier financial institution, this role presents a prime opportunity to work with one of Africa’s largest banking groups. This position focuses on the intersection of customer service and aggressive sales growth, requiring an individual who is as comfortable closing a deal over the phone as they are navigating complex compliance requirements.

About the role

As an Entrenchment Universal Banker, you will act as a primary point of contact for Personal and Private Banking clients. The core objective of this role is to drive growth by deepening client relationships through virtual engagement channels, including telephone, email, and live chat. You will not merely be processing transactions; you will be responsible for identifying unique financial needs and offering tailored solutions that add genuine value to the client’s life.

Success in this position is defined by your ability to manage both inbound inquiries and proactive outbound sales campaigns. You will play a vital role in the bank’s retention strategy, ensuring that clients are not only onboarded effectively but are also fully engaged with the bank’s digital and transactional ecosystems.

Your daily schedule will revolve around meeting ambitious performance indicators. You will be expected to:

• Execute outbound sales campaigns to generate new revenue streams while converting inbound customer queries into successful sales.
• Conduct needs-based consultations to recommend products, clearly explaining complex features, benefits, and fee structures.
• Educate clients on the bank's self-service platforms and Interactive Voice Response (IVR) systems to improve digital adoption.
• Maintain meticulous records of all client interactions within the bank’s Customer Relationship Management (CRM) systems.
• Adhere strictly to the Financial Advisory and Intermediary Services (FAIS) Act, ensuring that all advice provided is compliant with regulatory standards.
• Identify opportunities for cross-selling and upselling to increase the bank's "share of wallet" with existing clients.

What they're looking for

The ideal candidate brings a blend of technical banking knowledge and a "hunter" mindset. To qualify for this position, you should possess:

• **Educational Qualifications:** A National Certificate in Banking (NQF 5) or an equivalent qualification that is recognised under FAIS. You must also satisfy all "Fit and Proper" requirements mandated by the Financial Sector Conduct Authority.
• **Professional Experience:** A minimum of 2 to 3 years of experience in a high-pressure, target-driven call centre environment. Preference is given to those with a background in banking, insurance, or funeral policy sales.
• **Core Competencies:** You must be proficient in objection handling, closing techniques, and needs-based selling. You should be comfortable navigating complex regulatory landscapes and following institutional procedures without compromising on service standards.
• **Soft Skills:** An ability to establish rapport quickly over the phone is essential, as is a persistent focus on meeting deadlines and sales targets.

This role is typical of "Universal Banker" or "Sales Consultant" positions within major South African financial institutions. These roles generally offer competitive base salaries coupled with performance-based incentives. For applicants in the Eastern Cape, this position offers a clear career path toward more senior relationship management or private banking advisory roles, provided you maintain a consistent track record of hitting your KPIs. Success here often serves as a springboard for internal growth within the wider banking group.

• National Certificate in Banking (NQF 5), FAIS-recognised, or an equivalent relevant qualification.
• Must meet the applicable FAIS Fit and Proper requirements for the role.

Minimum experience

• Minimum of 2 to 3 years’ total experience in a call centre environment, with a good understanding of bank processes, policies and products.
• Experience as an Outbound Sales Consultant or in a similar target-driven telesales role, preferably within banking, insurance or funeral policy sales.
• Experience engaging clients telephonically, identifying sales opportunities and promoting products and services across outbound and inbound calls.
• Proven ability to achieve sales targets, handle objections and convert client conversations into successful sales.
• Experience working with sales targets, conversion rates, client relationship management systems and sales reporting.

Behavioural competencies

• Convincing People
• Pursuing Goals
• Establishing Rapport
• Meeting Timescales
• Following Procedures
• Upholding Standards

Technical competencies

• Outbound and Inbound Telesales
• Needs-Based Selling and Cross-Sell
• Objection Handling and Closing
• Banking, Insurance and Funeral Product Knowledge
• Risk, Compliance and Regulatory Governance
• Sales Performance and Client Relationship Management Systems