Remote Sales Officer

Job Description

Job Description

Title:RemoteSales Officer

Department:Commercial

Reports to:Remote Sales Supervisor

Updated:

SUMMARY

The Remote Sales Officer (RSO) is accountable for driving loandisbursements through structured, proactive, phone-based engagement withpre-approved and repeat customers. The role is a core part of FINCA Uganda’s transformedCredit Operations Model and is designed to simplify and accelerate access tofinancing for eligible clients through a centralized remote channel.

The Remote Sales Officer manages the full remote sales cycle, from initialoutbound contact to loan disbursement or formal closure of the offer. Thisincludes explaining loan offers, eligibility criteria, repayment terms,supporting the application process, and conducting systematic follow-ups. Theobjective is to provide a fast, convenient, and personalized customer journeywithout requiring clients to visit a branch, wherever possible.

The Remote Sales Officer acts as a trusted advisor, ensuring that customersfully understand the loan offer and make informed decisions. The rolecontributes directly to increasing conversion rates, maximizing utilization ofthe repeat borrower base, reducing cost of sales, and enabling branch teams tofocus on new customer acquisition and more complex credit cases.

This role is a frontlineambassador for FINCA Uganda and is instrumental in strengthening theinstitution’s culture of Responsible Banking, Transparency, and High ethicalstandards. The role requires strong communication skills, discipline inexecution and the ability to build trust and rapport with customers remotely.

RESPONSABILITIES

• 1.Conductproactive outbound calls to pre-approved and eligible repeat customers based oncentrally provided target lists
  2. Managethe full remote sales cycle from first contact to loan disbursement or closureof the offer
  3. Clearlyexplain loan offers, eligibility criteria, pricing, repayment terms, andconditions
  4. Supportcustomers through the remote loan application process and guide them in thenext steps
  5. Doing loan application checklisting to confirm completeness of documentation, accuracy and validity of the personalKnow-Your-Customer (KYC) information and documentation, eligibility criteria inrespect to loans and FINCA Uganda credit exclusions, and ensuring completenessand accuracy of personal, business and financial informa

• 11.Maintainaccurate and timely documentation of all customer interactions in the system
• 12.Escalatecomplex cases, exceptions, or complaints to the supervisor when required
• 13.Prepareand contribute to reports related to Remote Sales performance and activities
• 14.Reports to Contact Center Manager / Remote Sales Manager

CustomerRelations:

Contact centerstaff:
1. Ensure a harmonious working relationship with Contact Center employees (bothpeers and other employees irrespective of level of seniority) and workingeffectively in a team-based and highly regulated work environment by workingaccurately and towards clearly defined goals.

Documentation
Follow established policies and procedures for documenting information fromclients accurately and in a timely manner

Communication andwork relationships

Internalcommunication
Remote Sales Officers / Contact Center Staff

Contact Center Supervisors / Contact Center Manager

Underwriting Team and CROs

Credit Risk, IT and Data Analytics Teams

Externalcommunication / Client
Clients/potential clients of FINCA Uganda

Customer Service

1. Toserve the institution's internal and external clients in a qualitative manner,in order of achieving the best customer experience;

2.Identifies client needs and acts conform their requirements for financialservices provided by the institution.

3.Ensures the accuracy and consistency of its work and other unit members, withall aspects and legal documents, AML and other procedural aspects in thecustomer service process;

4.Resolves problems related to products or services by clarifying customer'scomplaint: determining the cause of the problem; Suggests choosing andexplaining the best solution for solving the problem;

5.Contributes to teamwork by delivering expected performance results;

6.Knowledge and implementation of institution's standards, procedures andpolicies.

Collection of credit data and analytical skills

1. Evaluates and analyzesprofessionally collected information, using the relevant methodology.

2. Collect all necessaryinformation in accordance with the institution's procedures for issuing loans.

Professional Standards

1. Personal behavior shouldfully comply with company values, such as Honor, Warmth and ResponsibleBankingboth with clients and colleagues.

2. Conduct professionally,fairly and transparently to ensure good reputation for the Institution all thetime.

3. Have the intention toconsistently make suggestions for improving the processes related to the scopeof the position.

Cooperation and Communication

1. Ensuring good relationswith all departments of FINCA Uganda in order to increase the efficiency ofBranch operations.

Training

1. Participates in trainingsand seminars organized by the institution;

2. Continues working ondeveloping his/her own capacities and improving professional skills;

Other

1.Ability and willingness to undertake other tasks assigned by the Management ofthe Institution;

COMPETENCIES

Professionalism– to be able to maintain thefull confidentiality of his/her engagement in the tasks he/she performs; Ableto work well under pressure; Treat others with respect and considerationregardless of their status or position; Accepts responsibility for his/her actions.

Customer Service- Respond immediately tocustomer needs; Uses customer feedback to improve service; Responds to requestsfor service and assistance; Executes on commitments. Establishes and maintainsproductive partnerships with clients by gaining their trust and respect. Committedto comply with the deadlines fordelivery of the product or service to the client.

Analytic-Synthesizes complex ordifferent information; Collects and investigates data; Collect necessaryinformation for further processing; Drafts workflows and procedures.

Verbal communication–Speaks clearly and with persuasion in positive or negative situations; Listensand gets clarifications; Offers good answers to questions; Demonstratepresentation skills in groups; Takes part in various job meetings.

Written communication-Writes clearly and informatively; Effectively delivers numeric data; Being ableto read and interpret written information.

Troubleshooting- Identifies and solvesproblems in a timely manner; Collects and analyzes information skillfully;Develop alternative solutions; Works well in problem solving situations; Usereason even when dealing with emotional topics.

Personal Skills- Focus on conflictresolution, not blaming; Listen others without interruption; Keeps emotionsunder control; Is open to the ideas of others and strives for new things.

Planning / Organization / Time Management-Prioritizes and plans work activities; Uses time efficiently; Plans foradditional resources; Sets goals and objectives; Develops realistic actionplans.

Quality- Demonstrates accuracy andcompleteness; Seeks ways to improve and promote quality; Implements feedback toimprove performance; Observes its work to ensure quality.

Quantity- meets productivitystandards both in number and volume; Finishes work in a timely manner; Strives toconstantly increase productivity;

Team- Team Balance andIndividual Responsibilities; Exposes objectivity and openness to the views ofothers; Gives and welcomes reactions; Contributes to building a positive teamspirit; Decides the team's success over his/her own interests; Is able to buildmoral and group commitments for goals and objectives; Supports everyone'sefforts for success.

Ethics- Treats people withrespect; Keeps commitments; Inspires the faith of others; Works with integrityand ethics; Supports organizational values.

Organizational Support-Follows Policies and Procedures; Fills administrative tasks correctly and ontime; Supports the goals and values of the organization; Benefits the organizationthrough external activities; Supports affirmative action and respectsdiversity.

EDUCATION, QUALIFICATIONS AND EXPERIENCE

QUALIFICATION

Acollege diploma or university degree

EXPERIENCE

A freshgraduate.

Experiencein Credit Sales and Customer Service is an added advantage.

Prior ContactCentre work experience is not required but it is an added advantage