Telesales Agent

SBM Bank Kenya — Telesales Agent

Deadline: Oct 8, 2026

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

• 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.