Remote Sales Officer

Job Description

Job Description

Title:           Remote Sales Officer

Department :    Commercial

Reports to:        Remote Sales Supervisor

Updated:           

SUMMARY

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

The Remote Sales Officer manages the full remote sales cycle, from initial outbound contact to loan disbursement or formal closure of the offer. This includes explaining loan offers, eligibility criteria, repayment terms, supporting the application process, and conducting systematic follow-ups. The objective is to provide a fast, convenient, and personalized customer journey without requiring clients to visit a branch, wherever possible.

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

This role is a frontline ambassador for FINCA Uganda and is instrumental in strengthening the institution’s culture of Responsible Banking, Transparency, and High ethical standards. The role requires strong communication skills, discipline in execution and the ability to build trust and rapport with customers remotely.

RESPONSABILITIES

·        1. Conduct proactive outbound calls to pre-approved and eligible repeat customers based on centrally provided target lists
2. Manage the full remote sales cycle from first contact to loan disbursement or closure of the offer
3. Clearly explain loan offers, eligibility criteria, pricing, repayment terms, and conditions
4. Support customers through the remote loan application process and guide them in the next steps
5. Doing loan application check listing to confirm completeness of documentation, accuracy and validity of the personal Know-Your-Customer (KYC) information and documentation, eligibility criteria in respect to loans and FINCA Uganda credit exclusions, and ensuring completeness and accuracy of personal, business and financial informa

·     11. Maintain accurate and timely documentation of all customer interactions in the system

·     12. Escalate complex cases, exceptions, or complaints to the supervisor when required

·     13. Prepare and contribute to reports related to Remote Sales performance and activities

·   14. Reports to Contact Center Manager / Remote Sales Manager

Customer Relations:

Contact center staff:
1. Ensure a harmonious working relationship with Contact Center employees (both peers and other employees irrespective of level of seniority) and working effectively in a team-based and highly regulated work environment by working accurately and towards clearly defined goals.

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

Communication and work relationships

Internal communication
Remote Sales Officers / Contact Center Staff

Contact Center Supervisors / Contact Center Manager

Underwriting Team and CROs

Credit Risk, IT and Data Analytics Teams

External communication / Client
Clients/potential clients of FINCA Uganda

Customer Service

1. To serve 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 financial services provided by the institution.

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

4. Resolves problems related to products or services by clarifying customer's complaint: determining the cause of the problem; Suggests choosing and explaining 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 and policies.

Collection of credit data and analytical skills

1. Evaluates and analyzes professionally collected information, using the relevant methodology.

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

Professional Standards

1. Personal behavior should fully comply with company values, such as Honor, Warmth and Responsible Bankingboth with clients and colleagues.

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

3. Have the intention to consistently make suggestions for improving the processes related to the scope of the position.

Cooperation and Communication

1. Ensuring good relations with all departments of FINCA Uganda in order to increase the efficiency of Branch operations.

Training

1. Participates in trainings and seminars organized by the institution;

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

Other

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

COMPETENCIES

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

Customer Service - Respond immediately to customer needs; Uses customer feedback to improve service; Responds to requests for service and assistance; Executes on commitments. Establishes and maintains productive partnerships with clients by gaining their trust and respect. Committed  to comply with the deadlines for delivery of the product or service to the client.

Analytic- Synthesizes complex or different information; Collects and investigates data; Collect necessary information for further processing; Drafts workflows and procedures.

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

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

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

Personal Skills - Focus on conflict resolution, not blaming; Listen others without interruption; Keeps emotions under 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 for additional resources; Sets goals and objectives; Develops realistic action plans.

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

Quantity - meets productivity standards both in number and volume; Finishes work in a timely manner; Strives to constantly increase productivity;

Team - Team Balance and Individual Responsibilities; Exposes objectivity and openness to the views of others; Gives and welcomes reactions; Contributes to building a positive team spirit; Decides the team's success over his/her own interests; Is able to build moral and group commitments for goals and objectives; Supports everyone's efforts for success.

Ethics - Treats people with respect; Keeps commitments; Inspires the faith of others; Works with integrity and ethics; Supports organizational values.

Organizational Support - Follows Policies and Procedures; Fills administrative tasks correctly and on time; Supports the goals and values of the organization; Benefits the organization through external activities; Supports affirmative action and respects diversity.

EDUCATION, QUALIFICATIONS AND EXPERIENCE

QUALIFICATION

A college diploma or university degree

EXPERIENCE

A fresh graduate.

Experience in Credit Sales and Customer Service is an added advantage.

Prior Contact Centre work experience is not required but it is an added advantage

QUALIFICATION

A college diploma or university degree

EXPERIENCE

A fresh graduate.

Experience in Credit Sales and Customer Service is an added advantage.

Prior Contact Centre work experience is not required but it is an added advantage