Role Purpose and Context
Absa Bank Limited (Absa) is a wholly owned subsidiary of Barclays Africa Group Limited, offering personal and business banking, credit cards, corporate and investment banking, wealth and investment management, as well as bancassurance. The core purpose of the Lead Generator role is to achieve agreed sales targets in line with business objectives through the proactive selling of all the bank’s products and the provision of excellent customer service.
Key Accountabilities
1. Sales to Retail Customers (60% Time Split)
- Deliver exceptional sales performance by identifying and meeting customer needs through the selling and cross-selling of all Absa Bank Retail products and services.
- Provide direct “hands-on” sales support (quality lead generation and effective follow-up) to generate and convert quality leads into sales.
- Participate in specific product campaigns by ensuring that the products are thoroughly explained to customers.
- Agree upon, meet, and exceed targets for specific sales campaigns.
- Maintain personal sales performance statistics for management information usage.
- Own and manage personal products and channel sales targets to contribute towards direct sales objectives and overall targets.
- Refer to the appropriate area of delivery for specialist product help or advice (e.g., Schemes or Mortgage) when uncertain about the product delivery or application process. Respond directly to the customer.
- Complete account opening documentation together with customers and submit it to the Line Manager for review before submitting it to operations for processing.
- 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 required. Report such denials to the Line Manager on a daily basis.
- Contact customers when their accounts have been opened and provide them with contact information for the branch at which their account is held.
2. Customer Service (15% Time Split)
- Own customer queries and complaints relating to account opening, loans, and card applications, resolving them in a timely manner. Escalate any unresolved queries, or queries not resolved promptly, to the Line Manager.
- Build relationships with internal service providers (Operations and the KYC Helpdesk) to ensure a quick turnaround time for escalated queries and complaints.
- Advise customers as soon as new loans are approved and encourage draw-downs on the new loans.
- Open scheme loan accounts referred by the Scheme Loans Relationship Managers.
3. Operational Rigour, Compliance and Controls (15% Time Split)
- Ensure that all activities and duties are carried out in full compliance with regulatory requirements, the Enterprise-Wide Risk Management Framework, and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.
- Ensure the accuracy of each new account application, loan document, Barclaycard application, and all other customer documents. Lead Generators (LGs) are held personally accountable for the accuracy and quality of these and the supporting documents they complete and submit.
- Achieve operational rigour excellence in all aspects of procedures and processes personally undertaken to ensure a green audit result.
- Follow the Retail end-to-end account opening process, ensuring new accounts are authorized and KYC compliant. Escalate any items that exceed the agreed service level timelines or where there are unresolved KYC requirements to the Line Manager.
- Comply with general Absa operational risk and rigour requirements, such as Health & Safety standards, security of premises, KYC, and anti-money laundering regulations.
4. Contribution to Team/Personal Development (10% Time Split)
- Share knowledge and experience with other Lead Generators in the team.
- Provide cover for other Lead Generators in case of excessive workload or absence.
- Deputize for the Line Manager whenever required.
- Agree upon annual performance objectives with the Sales Manager, including specific sales targets.
- Pursue continued improvement in personal development by participating in development programs and training.
Qualifications and Education Requirements
- A Bachelor of Arts (BA), Bachelor of Science (BSc), or Higher National Diploma (HND) qualification.
- Further Education and Training Certificate (FETC) in Business, Commerce and Management Studies (Required).
