Posted: 2026-09-30 15:30:06  Deadline: October 08, 2026   Fixed Term Contract   Salary: Confidential

SBM Bank is inviting applications from qualified candidates for the position of Telesales Agent in the Consumer Banking department. The role holder will proactively engage prospective and existing customers through structured outbound calling and inbound enquiry handling to grow the Bank's retail portfolio, deepen customer wallet share, promote digital channel adoption and ensure that every sale is suitable, affordable and fully disclosed to the customer.

Position Details

Position: Telesales Agent.
Department: Consumer Banking.
Band/Level: DSR.
Location: Head Office.
Contract Terms: Fixed Term Contract.
Length of Contract: Fixed Term.
Application Deadline: October 08, 2026.

Key Responsibilities

Sales Delivery and Portfolio Management
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 through 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 and Suitability
Engage customers professionally using approved scripts, product guidelines and disclosure standards.
Establish the customer's actual need and repayment capacity before recommending any product.
Explain product features, pricing, total cost of credit, fees, charges and key terms fully and in language the customer understands.
Identify and report early signs of customer affordability stress.
Decline to proceed where the product is unaffordable.
Respect customer decisions 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.
Drive customer retention and reduce customer attrition through initiatives generated by product owners or business segments.

Compliance, Conduct and Risk
Comply with the Banking Act, Central Bank of Kenya Prudential Guidelines on consumer protection, Consumer Protection Act, 2012, Data Protection Act, 2019, AML/CFT policies, KYC requirements, Code of Conduct and sales conduct policies.
Avoid false, exaggerated or misleading statements about products, rates, approval outcomes or turnaround times.
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 mandatory training including AML/CFT, KYC, data protection, information security, product training and consumer protection.
Report suspected fraud, suspicious transactions, data breaches and mis-selling immediately in line with Bank policy.

Systems, Records and Reporting
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.
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 and Development
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 its values of customer centricity, trustworthiness, integrity, respect and 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.
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 and Experience

Knowledge of retail banking products including unsecured lending, cards, deposits and digital channels.
Understanding of the lending process, affordability assessment and total cost of credit.
Working knowledge of consumer protection requirements under the Central Bank of Kenya Prudential Guidelines and 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.
At least one 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.
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 and ethical conduct.
Customer centricity.
Clear, courteous and persuasive communication over the telephone.
Disciplined active listening.
Resilience under repeated rejection and daily sales targets.
Negotiation and influence skills without pressure or misrepresentation.
Attention to detail in product disclosure, documentation and data capture.
Commercial awareness and ability to match the right product to the right customer.
Compliance discipline when applying approved scripts, disclosure standards and data protection rules.

Behavioural Competencies

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 colleagues can act on the information.
People Centric and 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

Sales value and volume against target by product.
Accounts funded.
Cards activated.
Digital channels enrolled.
Conversion of sales booked into completed and fulfilled customer outcomes.
Call quality scores.
Disclosure accuracy.
Completeness and accuracy of documentation.
Portfolio coverage.
Number and quality of customer contacts.
Pipeline accuracy.
CRM discipline.
Timeliness and accuracy of activity records.
Customer complaints.
Early customer attrition.
First-payment default on sold facilities.
Confirmed mis-selling or data protection breaches may result in rating impact, disciplinary action and commission clawback irrespective of sales performance.

Working Conditions and Terms

Office-based contact centre environment operating on a shift roster within the Bank's operating hours.
Sustained telephone and screen work.
Workstation and headset assessments are provided under the Bank's 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 and early-defaulting business.

Application Process

Interested and qualified candidates should submit their applications through the link below on or before October 08, 2026.

Application Link: Telesales Agent at SBM Bank (Instructions and Application)