# Telesales Agent Job SBM Bank Canonical URL: https://primejobalerts.com/jobs/telesales-agent-job-sbm-bank Company: SBM Bank Category: Banking & Financial Services Location: Kenya Work type: Full-time Work arrangement: On-site Published: 2026-09-24 Expires: 2026-11-08 ## Job Description Sales & Marketing Jobs, SBM Bank Jobs. Telesales Agent converts sales leads, promotes banking products over the phone, and achieves target cross-selling goals, requires a Business or Marketing Degree/Diploma and 1+ years telesales experience. Job Purpose The role holder will be required to proactively engage prospective and existing customers through structured outbound calling and inbound enquiry handling in order to: - Grow the Bank’s retail portfolio. - Deepen customer wallet share. - Promote adoption of digital channels. - Ensure that every sale concluded is suitable, affordable and fully disclosed to the customer. Key Responsibilities Sales Delivery & Portfolio Management – 45% - Manage the allocated customer and prospect portfolio and ensure full coverage of the assigned list within each campaign cycle. - Conduct the agreed daily volume of outbound calls from approved, permission-based calling lists and handle inbound sales enquiries. - Achieve monthly and quarterly sales targets for assigned products by volume, value and product mix. - Prioritise leads and applications requiring immediate follow-up, including approved offers at risk of lapsing and partially completed applications. - Secure customer commitments and follow up to ensure fulfilment through to account opening, drawdown, card activation or channel enrolment. - Maintain an accurate and current pipeline, recording every contact, commitment, outcome and next action on the same day. - Escalate complex, high-value or high-risk cases to the Team Leader for guidance or referral. Customer Engagement & Suitability – 20% - Engage customers professionally using approved scripts, product guidelines and disclosure standards, and maintain regular contact within the assigned portfolio. - Establish the customer’s actual need and repayment capacity before recommending any product. - Explain product features, pricing, the total cost of credit, fees, charges and key terms fully and in language the customer understands, and confirm understanding before proceeding. - Identify and report early signs of customer affordability stress, including: - Reduced or irregular income. - Multiple existing facilities. - Reliance on borrowing to meet routine obligations. - Inability to meet the proposed instalment. - Decline to proceed where the product is unaffordable. - Respect a customer’s decision to decline and honour opt-out and do-not-call requests immediately and permanently. - Handle objections and complaints professionally and log and escalate complaints through the Bank’s complaints process within the required timelines. - Drive customer retention and reduce customer attrition through initiatives generated by product owners or business segments. Compliance, Conduct & Risk – 15% - Comply at all times with: The Banking Act. - The Central Bank of Kenya Prudential Guidelines on consumer protection. - The Consumer Protection Act, 2012. - The Data Protection Act, 2019. - The Bank’s AML/CFT policies. - KYC requirements. - The Bank’s Code of Conduct. - Sales conduct policies. - Make no false, exaggerated or misleading statement about any product, rate, approval outcome or turnaround time. - Process personal data only for the purpose for which it was collected and only on the Bank’s systems. - Never remove, photograph, forward or store customer data on personal devices or personal accounts. - Confirm the lawful basis for contacting each customer and accurately record consent and opt-outs. - Complete all mandatory training within the required timelines, including: - AML/CFT. - KYC. - Data protection. - Information security. - Product training. - Consumer protection. - Report suspected fraud, suspicious transactions, data breaches and mis-selling immediately in line with Bank policy. Systems, Records & Reporting – 10% - Maintain accurate and timely updates in the Bank’s CRM and other designated sales systems. - Record all customer engagements, commitments and outcomes, including disclosures made, to support subsequent audit, quality review or dispute resolution. - Submit daily activity and weekly performance reports in the prescribed format. - Ensure application forms and supporting documents are complete, legible and correctly submitted for onward processing. Campaigns, Teamwork & Development – 10% - Support campaigns and initiatives aimed at growing the portfolio, improving portfolio quality and retaining existing customers. - Identify cross-sell and bundling opportunities within the existing customer base. - Refer complex or high-value opportunities to the relevant relationship team. - Work to the Bank’s Culture Code (ASPIRE) and the values of: - Customer centricity. - Trustworthiness. - Integrity. - Respect. - Prudence. - Participate in daily huddles, coaching sessions, call reviews and product briefings. - Take ownership of personal development through the Bank’s performance and development planning process. Key Relationships Direct Reports - None. Key Internal and External Relationships ### The role holder will interact with - Existing and prospective customers. - Team Leader – Telesales and the Direct Sales team. - Branch network and Relationship Management teams. - Credit, Operations and Card Services. - Contact Centre and Customer Experience teams. - Marketing and Product teams. - Compliance, Risk and Internal Audit. Knowledge, Skills, Qualifications & Experience Role Knowledge ### The successful candidate should have - Knowledge of retail banking products, including: Unsecured lending. - Cards. - Deposits. - Digital channels. - Understanding of the lending process, affordability assessment and the total cost of credit. - Working knowledge of consumer protection requirements under the Central Bank of Kenya Prudential Guidelines and the Consumer Protection Act, 2012. - Working knowledge of the Data Protection Act, 2019 as it applies to direct marketing and customer data. - Understanding of AML/CFT and KYC obligations. - Customer engagement, objection handling and negotiation skills. - Report writing and documentation skills. - Computer literacy and proficiency in Microsoft Office applications. - Familiarity with CRM or equivalent sales systems. - Fluency in English and Kiswahili, both spoken and written. Role Experience - At least one (1) year of experience in telesales, contact centre sales, direct sales or a related field. - Experience in financial services will be an added advantage. - Demonstrable record of meeting sales targets. Educational & Professional Requirements - Bachelor’s Degree in Business Administration, Finance, Banking, Economics, Accounting, Marketing or a related field from an institution recognised by the Commission for University Education. - Certificate of Proficiency (COP) and registration with the Insurance Regulatory Authority are required only where the role is extended to bancassurance products. Core Competencies Integrity & Ethical Conduct - Willing to lose a sale rather than mislead a customer. - Upholds the confidentiality of customer data at all times. Customer Centricity - Establishes the genuine customer need and repayment capacity before recommending any product. Communication - Communicates clearly, courteously and persuasively over the telephone. - Demonstrates disciplined active listening. Resilience - Maintains composure and effort under repeated rejection and daily sales targets. Negotiation & Influence - Handles objections and secures customer commitment without pressure or misrepresentation. Attention to Detail - Maintains accuracy in product disclosure, documentation and data capture. Commercial Awareness - Matches the right product to the right customer. - Identifies appropriate cross-sell opportunities. Compliance Discipline - Applies approved scripts, disclosure standards and data protection rules consistently without shortcuts. Behavioural Competencies – Culture Code (ASPIRE) As One - Works collaboratively with branches, credit, operations and the contact centre as a single team. Share Information - Records every customer engagement, commitment and outcome so that colleagues can act on the information. People Centric & Purpose Driven - Places the customer’s interests at the centre of every interaction. Innovate - Uses digital channels and campaign tools to reach and serve customers more effectively. Respect - Honours the customer’s decision, including the decision to decline a product or offer. Empower - Takes ownership of the allocated portfolio and personal development. Key Performance Indicators Performance will be assessed through the Bank’s Performance Management System, with quarterly reviews against SMART objectives. ### Key performance areas include Sales Performance - Sales value and volume against target, by product. Fulfilment - Accounts funded. - Cards activated. - Digital channels enrolled. - Conversion of sales booked into completed and fulfilled customer outcomes. Quality of Sale - Call quality scores. - Disclosure accuracy. - Completeness and accuracy of documentation. Activity & Pipeline Management - Portfolio coverage. - Number and quality of customer contacts. - Pipeline accuracy. - CRM discipline. - Timeliness and accuracy of activity records. Customer Outcomes - Customer complaints. - Early customer attrition. - First-payment default on sold facilities. A confirmed mis-selling or data protection breach will result in a non-negotiable rating impact and may attract disciplinary action and commission clawback, irrespective of sales performance. Working Conditions & Terms - Office-based contact centre environment operating on a shift roster within the Bank’s operating hours. - Sustained telephone and screen work. - The Bank provides workstation and headset assessments under its occupational health and safety arrangements. - All calls and system activity are recorded and monitored for quality and compliance purposes. - Remuneration comprises a retainer plus variable commission or incentive governed by the Bank’s incentive scheme rules. - The incentive scheme may include clawback for: Cancelled business. - Mis-sold business. - Early-defaulting business. ### How to Apply Click here to apply ## Apply Use the canonical Prime Job Alerts page for full application instructions and source verification.