Sales Support Consultant (GL5) - Digital Channels Sales Support
Listing reference: capbw_002730
Listing status: Online
Apply by: 16 September 2025
Position summary
Industry: Banking
Job category: Banking, Finance, Insurance. Stockbroking
Location: Windhoek
Contract: Permanent
Remuneration: Market related
EE position: No
Introduction
PRIMARY PURPOSE OF THIS POSITION
To efficiently provide sales, technical and commercial support as well as training on electronic
Channels to contribute to the attainment of the Bank Windhoek sales and financial targets, as well as to contribute towards operational excellence and service delivery in Bank Windhoek.
Job description
KEY PERFORMANCE AREAS (KPA’S)
1. Sales, Support & Growth Functions
• Perform all sales duties as per Departmental Strategic Initiatives Plan.
• Launch proactive sales actions as stipulated in the Departmental Strategic Initiatives Plan.
• Initiate reactive sales actions to rectify growth challenges.
• Initiate cross selling actions in conjunction with CIB, Business Banking and Branches.
• Assist customers and monitoring NamPay files on Finteq Portal (ENDO, ENCR)
• Investigation, reporting, resolving and/or escalation of NamPay issues to relevant internal or external parties.
• Handling of ManageEngine calls from branches.
• Handling of daily client queries
• Investigation and solving of errors on all Bureau files.
• Perform regression testing in various environments.
2. Customer Focus
• Provide professional customer service to branches, departments, external service providers & clients.
3. Service Delivery & Customer Satisfaction Functions
• Two service delivery streams need to be taken care of in the Digital Channel section:
Technical Service Delivery:
The consultant needs to ensure that the Channels are working technically and optimally for the client.
This entails that the consultant will help the client understand and be able to use the channel optimally, as well as.
Serve as an intermediary between the Technology Department of Bank Windhoek, the client, and branches.
Solve all technical queries from the client or branch regarding the channel.
Commercial Service Delivery NamPay Bureau:
Provide an efficient and competitive service to clients and branches.
Setup of contracts and application forms received from branches.
Assisting branches in the setup of contracts and application forms for NamPay Bureau clients during sales drive
Complete contact reports for all client service calls and visits.
Assisting clients and branches with service queries.
Presence System:
Handle all incoming calls from customers and branches on the presence system.
Handling of emails/queries received from branches and customers.
Assisting clients and branches with service queries.
4. Administration Functions
• Adhere to all the processes and administration procedures related to:
Sales
Contracts
Application Forms
Setting up of clients / Installing of services
Call Report to Bureau clients
Service delivery (Call/Contact Reports)
• Follow up on all reports:
Internet Banking
NamPay Bureau
• Due diligence in terms of working methodically and according to defined processes and procedures in manuals.
• Log Lean Business Cases for new system enhancements
5. General
• Must be prepared and willing to do any other reasonable and lawful instruction / task and ensure it is carried out on time and correct.
6. Channel Specific Functions:
Internet Banking
• System Interventions
• Management of queries and requests received in the iBank mailbox
NamPay Bureau
• System Interventions
• Processing of new applications
• Adding and deleting of users
• Updating of statistics
• Assist with Bureau files and queries
• Management of queries and requests received in the Bureau mailbox
Training and Client Services
• Bureau and iBank programme installations
• Bureau and iBank training to branches, helpdesk, and new employees
• Training and provision of information to clients and branches
• Handling of enquiries and client requests
• After sale service
• Regular testing of Bureau, EPaC and iBank to ensure that the services are online and functional
• Execute the Stop Transaction Due to system failures
• Contact clients to confirm duplicate payments
• Contact clients regarding failed payments and system failures
CORE COMPETENCIES
• Working with People
• Relating and Networking
• Persuading and Influencing
• Presenting and Communicating Information
• Planning and Organising'
• Delivering Results and Meeting customer Expectations
• Entrepreneurial and Commercial Thinking
Minimum requirements
EXPERIENCE/KNOWLEDGE & SKILLS
• At least a minimum of 2 years experience in a channel related environment
• Knowledge of the channel systems and processing activities
• Understanding of all related rules and regulations on the channel for Internet Banking (Business and Individual) and Mobile App.
• Knowledge of Banking products and services
• Computer literate
• At least a minimum of 2 years experience in a channel related environment
• Knowledge of the channel systems and processing activities
• Understanding of all related rules and regulations on the channel for Internet Banking (Business and Individual) and Mobile App.
• Knowledge of Banking products and services
• Computer literate
QUALIFICATION
• Grade 12 (25 Points)
• Diploma or IOB qualification will be an advantage
• Code B driver’s license
• Grade 12 (25 Points)
• Diploma or IOB qualification will be an advantage
• Code B driver’s license
