Contact Centre Property Finance Consultant

Key Purpose

Effective use of leads

• Inbound: Answering all incoming calls, attend to customer queries and send proposals. Internet leads to be swiftly contacted and a full sales call to take place.
• Source of leads, telephonic and electronic leads.
• Outbound projects could also be implemented if the need arises (determined by the Contact Centre Manager).
• Deliver professional communication
• Remain focused on relevant business issues related to the sale.
• Modify the communication to take into account the audience, using the appropriate language and communication style.
• Use simple non-jargon filled language.
• Be open and honest in your communication - imparting news tactfully and truthfully.

Identify needs

• Identify the primary financial and emotional needs of the potential client by asking open ended questions and then actively listening to their responses.
• Pre-qualify the potential client through understanding their background situation and linking it to the credit matrix.
• Identify the financial problems/ challenges faced by the potential client and the impact it is having on them.
• Should the potential client not qualify, keep their details for possible future follow-up.

Match relevant product package to relevant need

• Using correct product knowledge, present the features and benefits of a product package to the potential client in such a way that it meets their need and solves their problems.
• Explain to the potential client the procedure taken to process their application.
• Apply the correct credit criteria when assessing the file.

Explain the LOA and close the deal

• Explain all the important figures, conditions and terminology in the LOA.
• Close the deal by first summarizing the benefits of the relevant product package as it relates to the identified need, then closing the business.

Maintain customer contact and Follow-up

• Update the client/broker on every step of the process after the deal is concluded.
• Explain answers to questions from clients/brokers accurately and clearly.
• Keep in contact with the client even after LOA has been signed.

Manage Workflow

• When allocated a sales stream, full commitment and attention is provided to ensure the highest conversion of that stream at that time - i.e. when on outbound, ensure that all key activities are achieved (see above) for outbound.

Applications capture and file construction

• Ensure accurate and complete capturing of the application on the system  
• Ensure all supporting documents are provided.
• Effective management of personal system work lists

Minimum Requirements

Education:

• Matric

Experience:

• Minimum 2 years proven track record in cold calling sales (sales leagues / rankings; records & achievements)
• SAHL Contact Centre Experience within the last 3 years

Competencies

Generic Competencies:

• Self-starter, Self-reliant
• Service orientated and Professional
• Accountable, Time management
• Ability to work under pressure
• Sound communication skills (both verbal and written)

Technical Competencies:

• Needs identification
• Closing sales
• People skills
• Financial calculations and credit analysis
• Negotiating