Home Loan Specialist at Absa Bank Limited

Job Summary

• 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/Deliverables

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
• Utilise 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.

 Operational Rigour Practices: Time Split 15%

• Achieve operational rigour 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 & rigour requirements e.g. Health & Safety standards and security of premises.
• Ensure the Bank’s Home Loan lending criteria is met.

Team Working: Time Split 5%

• Build effective relationships with branch staff and key support functions e.g. service delivery and risk to develop networking for potential Home Loan referrals.
• Share knowledge experience and best practice with other team members.
• Provide cover for other Home Loan Advisors at all levels when required.
• Provide honest, direct and constructive feedback to others, as well as progress on leads/referrals.
• Build relationships with external stakeholders to obtain external sales leads and business relationships with third parties.

Self: Time Split 5%

• Agree performance development objectives with the team leader.
• Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development.

Role/person specification

Knowledge and Skills

• A good understanding of Retail goals & objectives
• A good understanding of the outlet’s objectives – growth of sales, cost control and income contribution
• A thorough understanding of the sales process
• An in-depth knowledge of the Home Loan product and lending policy.
• Good working knowledge of the internal and generic Home Loan, purchasing and related processes.
• A good working knowledge and understanding of relevant Home Loan legislation e.g. KYC, Money laundering, banking code, service standards, health & safety standards etc.
• A working knowledge of the procedure manuals
• A thorough knowledge of the bank’s tariff, products and services
• A thorough knowledge of the bank’s internal departments, systems & procedures as well as risk & rigour requirements.

Behavioural Competencies

• Execute at speed
• Build Pride & Passion
• Grow Talent and Capability
• Delight Customers
• Drive Performance
• Protect and enhance our reputation.

Technical Competencies

• Excellent Planning & Organisation skills
• Good Selling/influencing skills.
• Very strong Communication & questioning skills
• Good numeracy & analytical skills
• Quality conscious
• Customer service orientation
• Listening skills
• Presentation skills
• Team working

Other requirements specific to the role:

• A high level of drive and determination
• Completion of certificate on Home Loan product training
• Knowledge of legal processes involved with property purchase.
• A sound working knowledge of our competitors’ products & services.

Training likely to assist effectiveness in the role and may have been completed prior to undertaking this role:

• Home Loan product and process knowledge
• Sales & marketing
• KYC & Operational Rigour
• Influencing & negotiation
• Time management
• PC Skills

Additional details of exceptional aspects of the demands of the role:

• May be required to move outside branch for sales purposes.
• Will be required to support sales initiatives during campaigns.
• May be required to provide cover outside of home branch.
• The working environment may be highly demanding and challenging.
• An understanding of the current country economic trend

Education

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