Customer Sales & Service Consultant (Learnership)

Key Performance Areas

Sales and Service

• Acquire new customers and promote product education.
• Drive digital adoption and ensure product activations.
• Cross-sell complementary products and services.

Customer Engagement

• Take ownership of customer interactions by identifying and fulfilling their needs.
• Verify customer identity using internal systems and avoid unauthorized disclosures.
• Perform required regulatory checks (FICA, POPIA, NCR).
• Support customers with account origination and servicing.
• Issue cards and respond to customer queries.
• Refer complex or non-standard issues to the team leader.

Teamwork

• Demonstrate a strong team spirit and a willingness to be guided by senior team members.
• Collaborate effectively with team members to achieve shared goals.

Revenue and Retention

• Achieve individual sales targets to contribute to business revenue.
• Retain customers through excellent service and timely resolution of queries and complaints.
• Reduce operational losses and account closures by following compliance protocols.

Compliance and Risk Management

• Operate within FAIS guidelines, displaying honesty and integrity at all times.
• Adhere to all regulatory requirements, including FICA, POPIA, NCR, and Treating Customers Fairly (TCF).
• Escalate matters outside of scoring or decision limits to appropriate personnel.
• Continuously contribute to improving customer experiences by identifying process enhancements.

Core Responsibilities

• Convert leads into successful sales.
• Educate customers on using digital and self-service channels.
• Deliver exceptional service that reflects the brand’s promise of “HIGH FIVE”.
• Prioritize onboarding and activation of new accounts.
• Resolve customer issues promptly and professionally.
• Meet or exceed benchmarked service levels and transactional targets.
• Demonstrate values-aligned behavior and contribute to a positive team culture.
• Take ownership of personal performance and development.
• Stay adaptable to changing customer and business needs.
• Complete all required training and maintain role-specific knowledge.

Performance Measures

• Achievement of sales and service targets.
• Positive service feedback and minimal complaints.
• Full compliance with regulatory and operational requirements.
• Prevention of operational losses and customer attrition.

What We’re Looking For

Minimum Requirements

• Matric (Grade 12)
• No previous experience required

Ideal Candidate Competencies

• Strong customer orientation and ability to meet customer needs
• Able to handle customer concerns with empathy and professionalism
• Willingness to grow and learn continuously
• Collaborative and team-oriented mindset
• Proactive in adapting to changes and identifying improvements
• High level of integrity, transparency, and ethical behavior
• Understanding and adherence to regulatory requirements
• Demonstrates initiative and accountability in achieving results
• Builds strong, respectful, and inclusive relationships