Card Telesales Agent

Job Titles: Cards Telesales Agent

Term: 12 months

Location: Kuwait City, Kuwait- Onsite 

Division: Cards & Payments/ Retail Banking 

Reports to: Team Lead, Cards Telesales 

Relevant experience: 2–4 years in banking or financial services telesales, with direct exposure to credit card acquisition, cross-sell, or contact-centre-based consumer sales. Candidates with a strong first ~12 months of card-selling experience will also be considered.

Mandatory requirements: 

1. Kuwaiti national (role is reserved under national workforce priorities)
2. Native/fluent Arabic and professional working English — both spoken and written
3. Prior experience selling regulated financial products by phone under scripted, recorded, quality-assured conditions
4. Awareness of customer data handling, KYC/CDD, and data?privacy obligations in a banking context
5. Immediately available or 30-day notice period

PURPOSE OF THE PROJECT
Join a dedicated, on-site telesales squad supporting a leading Kuwaiti bank's consumer cards business. As a Cards Telesales Agent, you will convert qualified leads into activated, engaged cardholders — playing a direct, visible role in the bank's growth in the local market. You will work with warm, pre-screened leads, be equipped with proven scripts and product playbooks, and be coached to hit — and beat — monthly sales targets. This is a strong platform for a Kuwaiti national who wants to build a serious sales career in banking, with clear performance milestones, structured coaching, and exposure to end-to end cards commercialisation. 

Key Activities

1. Outbound & inbound telesales campaigns (~55%) — Contact pre-screened and preapproved prospects using approved lead lists to acquire new credit cardholders, with disciplined follow-up cadence.
2. Lead qualification & conversion (~20%) — Assess customer eligibility, needs, and fit; position the right card proposition; handle objections and secure application completion.
3. Activation & early-usage engagement (~10%) — Guide newly issued cardholders through activation, first transaction, and digital wallet setup to maximise 30-day active rates.
4. Data capture & CRM hygiene (~10%) — Log every interaction accurately in the CRM/sales system; keep customer records, dispositions, and pipeline stages clean and current.
5. Compliance & quality (~5%) — Adhere to approved scripts, call-recording rules, and QA feedback loops to ensure every conversation is compliant and customer-first

Core Responsibilities and Accountabilities

• Execute outbound and inbound telesales campaigns for credit card acquisition against monthly sales targets, working from bank-provided pre-screened and preapproved lead lists.
• Convert qualified leads into approved, issued, and activated cards, improving lead-to-sale and sale-to?activation conversion rates.
• Apply approved sales scripts, product propositions, pricing, and disclosures to ensure compliant selling and eliminate mis-selling incidents.
• Prioritise outreach using propensity models, next-best-action prompts, and lead-scoring signals to maximise productivity per agent (cards/FTE).
• Educate customers on card features, benefits, fees, rewards, and safe usage — including digital wallet enablement — to lift 30-day activation and early spend.
• Maintain accurate customer records, call dispositions, and follow-up actions in the CRM to protect data quality and enable downstream analytics and campaign optimisation
• Uphold governance standards — call recording, QA, script adherence, and consumer-protection rules — to meet internal audit and regulator expectations.

KPIs (indicative)

• New credit cards sold per agent per month
• Lead-to-sale conversion rate on pre-screened / preapproved lead lists
• Card activation rate within 30 days of issuance
• Sales quality / script-adherence score from call monitoring and QA sampling
• Productivity per agent — dials, connects, and cards issued per FTE per month
• Data-quality score on CRM entries (accuracy, completeness, timeliness)

Knowledge and Experience

Domain expertise

• Consumer credit card acquisition lifecycle: lead application underwriting handoff issuance activation early spend
• Familiarity with pre-screened / preapproved sales models and cross-sell (e.g., debit-to-credit, ETB reactivation)
• Understanding of KYC, CDD, and consumer data-handling requirements in a Kuwaiti banking context
  

Sector experience

• Kuwait / GCC retail banking, contact-centre, or financial-services telesales
• Awareness of local consumer expectations, cultural context, and Arabic-language selling nuances
  

Tools & platforms

• CRM and telesales dialler systems (category — internal system names will be trained on-site)
• Call-recording and QA platforms
• Digital wallet basics (Apple Pay, Google Pay, Samsung Pay) sufficient to guide a customer through provisioning

Soft skills & behaviours

• Confident, warm, and clear phone manner in both Arabic and English
• Resilience, discipline, and comfort working to daily/weekly targets
• Team-oriented — happy to share what's working, learn from peers, and take on-the-job coaching
• Bias to action: fast follow-up, clean pipeline hygiene, ownership of your book of leads
• Ethical, customer-first mindset — you sell only what genuinely fits the customer

MANDATORY SKILLS**

• Phone-based consultative selling and objection handling in Arabic (professional English also required)
• Scripted, compliant selling in a recorded, QA'd environment
• Accurate CRM and sales-system data entry
• Basic sales performance literacy — own your targets, conversion rates, and productivity metric