Telesales Agent – Retail Banking

About the role

The Telesales Agent will proactively engage prospective and existing customers by making outbound calls and handling inbound enquiries to grow SBM Bank’s retail portfolio, deepen wallet share and promote digital channel adoption.

Key responsibilities

• Manage allocated customer and prospect portfolio, making daily outbound calls and handling inbound sales enquiries.
• Achieve monthly and quarterly sales targets for banking products, ensuring proper follow‑up to account opening, card activation or channel enrolment.
• Maintain an accurate pipeline, recording contacts, commitments and outcomes, and escalate complex or high‑value cases to the Team Leader.
• Engage customers using approved scripts, disclose product terms clearly, and respect opt‑out and do‑not‑call requests.
• Ensure compliance with the Banking Act, Central Bank guidelines, AML/CFT, data‑protection and other regulatory requirements.

Required profile

• At least 1 year of telesales or contact‑centre experience, preferably in financial services.
• Bachelor’s degree in Business, Finance, Marketing or a related field.
• Knowledge of retail banking products such as unsecured loans, cards, deposits and digital channels.
• Understanding of affordability assessment, consumer‑protection regulations and AML/KYC obligations.

Required skills

• Proficiency in Microsoft Office applications.
• Experience with CRM or equivalent sales systems.
• Fluent written and spoken English and Kiswahili.