Onboarding Sales Agent

**JOB SUMMARY**:
As an onboarding specialist agent your role is pivotal to create a positive first impression for new customers by setting the foundation for a successful and lasting relationship by ensuring that you obtain a sign up on the first call, facilitating the process of integrating new customers smoothly onto the company’ trading platform and ensuring that our customers receive a positive engaging experience resulting in high satisfaction levels.

This onboarding position requires a persuasive, proactive and driven individual with strong communication, relationship building and negotiation skills. The primary focus is to sell the company’ trading platform by addressing customers’ concerns, needs based on a needs analysis, providing exceptional service, and offering suitable online trading opportunities.

**Key Duties and Responsibilities, including but not limited to**:

- **Customer Communication**: communicate with customers clearly, empathically and professionally in a friendly manner by guiding potential new customers through the company’ onboarding process addressing any questions or concerns they may have with regards to our trading platform by effectively listening and understanding their needs providing appropriate solutions in order to obtain a sign up.
- **Customer Onboarding**: authenticate the customer by accurately obtaining their personal information to establish if they are eligible to trade on our platform as per the FSCA guidelines and procedures, setting up accounts by explaining the steps and necessary guidelines to trade on our platform effectively, mitigating all possible risk.
- **Customer Success**: to ensure that customers sign up on the first call by securing a FTD (first time deposit) and ensuring that the successful integration of new customers is done by helping customers achieve their desired outcomes from out platform focusing on customer success which will foster long-term trading satisfaction and loyalty.
- **Product Knowledge**: knowledge of the company’ trading platform which will enable you to demonstrate the value and features of offerings to customers during the onboarding process.
- **Collaboration**: collaborate with internal teams to address issues or factors that may impact customers decisions to ensure a cohesive approach to customer retention, maximising on opportunities and the company’ revenue growth.
- **Sales Performance**: meet and exceed daily, weekly and monthly first-time deposits (FTD).
- **Dialler Activity**: Achieve and maintain daily required total calls and talk time.
- **Customer Feedback**: gather accurate feedback from customers to provide a valuable onboarding process by providing a clear and concise report to the success management team to ensure that they can give the best trading opportunities, customer and the company experience to our customers.
- **Trading Market Knowledge**: stay up to date with trading trends, platforms, business news and market dynamics and utilize this knowledge to develop onboarding strategies for overall customer satisfaction.
- **Problem Solving**: assist customers with any onboarding issues, escalating problems to your team leader where necessary and collaborating with team members to resolve customer concerns promptly.
- **Training and Development**: attend inhouse training and development opportunities to help understand our services to fully utilize our platform ensuring that customers utilize the offers and get the most value out of it.
- **Risk Management**: follow the company’ process of identifying, evaluating, risk identification, measurement, assessment, governance, best practice, reporting and mitigating business and customer risks.
- **Reporting and Analysis**: Maintain and keep accurate records and reports of customer interactions, onboarding documentation, tracking metrics and need analysis by preparing and submitting reports.

**Requirements**:
**QUALIFICATIONS AND SKILLS**:

- Matric or equivalent.
- 2 years + proven experience in a high performing sale, finance, or call centre environment.
- 1-year online trading experience with be advantageous.
- RE5 and Class of Business (Investments & Short/ Long Term Deposits) will be advantageous (would need to be obtained within first 3 months of employ).
- Strong interpersonal and communication skills with the ability to build rapport and trust with customers.
- Persuasive and adept at negotiating techniques.
- Effective listening skills.
- Results orientated, driven and able to consistently meet and exceed targets.
- Excellent problem-solving skills and business critical thinking abilities.
- Risk Mitigation.
- Time Management.
- Knowledge of trading platforms, sales tracking and CRM software.
- Ability to work in a fast-paced high performing team and environment.
- Ability to adapt to a dynamic growing environment.
- Ability to demonstrate Resilience
- Accurate reporting and attention to detail.
- Strong organizational skills and attention to detail.