Home Loan Specialist at Absa Bank Limited

Job Summary

• To provide excellent customer experience, deliver exceptional branch business growth and profitability.
• To recruit and retain Home Loan customers
• To deliver exceptional retail business performance through Home Loan sales & excellent customer service
• To develop and maintain a high profile for Home Loans within a number of branches
• To ensure that all aspects of operational rigour are maintained when involved in the home loan process

Job Description

Key Accountabilities (Duties & Responsibilities)

Sales and Service; Time split 75%  

• Drive and deliver exceptional sales performance by identifying and meeting customer’s home loan needs
• Achieve & Exceed Home Loan & Cross Sale Targets
• Utilize the standard sales process to identify customer’s Home Loan requirements
• Facilitate customer understanding of the Home Loan procedure and process
• Champion and manage Home Loan product & channels
• Own and drive the outlet home loan sales objectives/targets
• Maintain Home Loan sales performance statistics for management information usage.
• Manage customer queries and complaints by taking ownership, escalating where necessary and resolving in a timely manner.
• Identify when & where to refer customers to an appropriate area of delivery for other product sales help or advice
• Ensure documentation such as the home loan application and internal submission forms are fully completed & error free.
• Deliver world class customer service practices and ensure adherence to Barclays Service standards.
• Accurate collation and packaging of relevant documents for processing.
• Conduct branch Home Loan marketing campaigns and participate in country level campaigns

Internal Controls & Risk Management; Time split 10%

• Achieve operational rigor excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit.
• Follow the Retail end to end procedures for Home Loans ensuring new accounts are KYC compliant
• Ensure compliance with operations risk & rigor requirements e.g. Health & Safety standards and security of premises.
• Ensure the Bank’s Home Loan lending criteria is met

Customer Experience: Time split 15%  

• In conjunction with the Branch Manager and other branch colleagues create a conducive work environment, teamwork, and effective succession opportunities to ensure maximum productivity.
• Ensure the assigned e-learning and internal training activities for self and direct reports undertaken within set timelines.
• Determine and manage Training Needs Analysis and own succession planning. 
• Manage your own leave by working closely with your Line Manager

Technical Competencies

• Technology Skills; Knowledge of computerized banking applications and spreadsheets
• Conceptual and analytical skills; Ability to quickly grasp and understand systems and keen to details
• Risk management: Ability to anticipate and mitigate risk by implementing appropriate risk management policies for the bank
• Compliance and Regulatory Framework; Top nick understanding of the regulatory issues, reporting and operational requirement as provided by CBK, KBA, KRA etc
• Basic Credit Skills; Good knowledge of personal and business credit underwriting and portfolio management
• Audit standards & Legislation; Good knowledge of International Accounting and Audit Standards, and Legislation 
• Knowledge of Banking and Business Operations; Well-rounded knowledge of all the Banks products, operations and processed and excellent knowledge of bank policies and procedures to consistently achieve the required compliance standard.

Behavioral and Cognitive Competencies

• Results and achievements oriented; Strives to achieve results, enjoys measuring others, being measured, and being judged on performance standards and those of others he/she leads to optimize employee productivity. Ability to effectively plan and monitor the branch performance using defined system and processes
• Leadership and Management Skills; Ability to strive for growth through performance, nurture and grow talent for self. Capability to mentor and manage changes. Self-empowerment to enable development of open communication. Teamwork and trust that are needed to support performance and customer service-oriented culture 
• Communication & Interpersonal Skills; Well-developed oral and report-writing skill, ability to work with others. Effectively communicate with and manage customer expectations (Internal/external), and other stakeholders who impact on performance.
• Negotiation & Selling Skills; Must be a good negotiator, particularly in changing behavior and work practices but always win/win. Negotiate with customers on product offering to grow customer numbers/value and product uptake
• Human Resource Management Skills: Basic leadership skills, team building and ability to train, develop, lead and work with highly motivated teams
• Personal Ethics; Must be honest, fair, just but firm with self, and of high integrity
• Relationship Management: Managing client relationships so as to ensure excellent customer experience leading to value add to the customer and increase in the Banks share of wallet
• Conscious of banks reputation; Protect and enhance the banks reputation

Education

• Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)