Team Leader - Home Loans Sales at Standard Bank

Retail & Business Banking

Job Purpose 

• Leads and supervises a team of sales consultants with the objective of growing business by providing a readily available, service-focused, knowledgeable and experienced point of contact for new and existing Mortgage opportunity.
• Manage the day-to-day running of the Sales team with a view to provide effective customer service, timely processing of customer applications, maximising sales opportunities, and ensuring compliance with laid-down procedures to maintain optimal service standards and control risks.
• Ensure customers banking needs are identified and fulfilled efficiently and cost-effectively while managing the risks associated with new accounts.
• Maintain a high level of integrity and ethical standards. 

Key Responsibilities/Accountabilities 

People management
Monitor and manage the performance of Homeloan sales consultants
Develop staff through ongoing coaching, mentoring and booking staff on formal training in line with individual development plans
Build and maintain a strong Homeloan sales team
Motivate team and drive team to be annotative in sales 
Set and monitor team goals and standards

Sales 
Achieve sales targets by appropriate allocation of budgets to sales consultants and proper tracking of performance
Optimise performance through daily monitoring, resources management and implementation of corrective action where necessary
Keep abreast of all product changes and enhancements that could impact the sales process and ensure team members are well briefed

Credit
Ensure that all the required steps are taken and controls implemented when acquiring accounts to minimize the risks associated with new business. 
Ensure credit policies are enforced and adhered to at all levels
Ensure quality control measures are in place to ensure the application and supporting documentation is of the highest quality
Obtain all the required information and documents for opening of loan accounts or granting of facilities
Good general knowledge of payment systems, client profiles (Bureau information such as CRB etc)
Be able to identify and assist with the development of control mechanisms for fraudulent documentation and fraudulent behavior/ activities
Understand the basic principles of profit/loss, supply/demand, risk, sustainability and compliance
Resolve account/credit-related customer complaints referred to by subordinates to the satisfaction of both the customer and the bank

Customer service
Identify customer needs effectively and open new accounts accordingly. 
Ensure that customers are assisted efficiently within the time frames laid down for particular transaction types. Ensure that queries and problems are resolved within laid-down time frames
Cross-sell products effectively. 
Ensure effective turn-around times on customer problem resolution. 
Ensure that customers are fully informed of their rights and obligations to the bank in accordance with the Code of Banking Practice.
Monitor and analyze Customer Evaluation of Bank Service (CEBS) data to identify strengths and weaknesses. Ensure that customer documents, applications for facilities, security documents etc are completed accurately and timeously
Ensure correct scheduling of staff to meet customer demand. 
Ensure workload fit is achieved
Prevent practices that would results in reckless lending and lead to customer over-indebtedness

Legislative compliance
Ensure compliance to statutory and regulatory requirements with regards to customer applications
Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice, in line with Financial Advisory and Intermediary Service Act licence categories. Ensure compliance standards are met
Ensure proper record keeping in terms of Financial Advisory and Intermediary Services Act as well as the Financial Intelligence Centre Act requirements. Business development
Increase sales consultants productivity by responsible selling practices 
Sell the bank’s products pro-actively and pass on other sales leads to the applicable business areas. 
Report statistics correctly and timeously. 
Implement marketing initiatives and campaigns as required by the segment.
Keep abreast of changes and new developments in the focus segments
Build and foster working relationships for the team with key role players such as Credit, fraud departments etc 

Preferred Qualification and Experience 

• Relevant Degree from recognised University
• Professional banking qualification would be an added advantage
• 3-4 years banking experience, with exposure to sales and customer service in the position of Customer Consultant or equivalent
• MS Office skills to be able to report on sales 

Knowledge/Technical Skills/Expertise

Good knowledge of personal & business market products and the processes underpinning them. 
Good knowledge of product criteria and bank policy regarding appropriate pricing, charges and interest rates.
Good knowledge of local competitors
Strong analytical and diagnosing skills (in terms of identity documents, pay slips, bank statements etc
Good knowledge of the debt collection and debt counselling process
Knowledge of the documentation related to personal market credit processes and credit delinquency cycles 
Extensive knowledge of all branch processes and procedures. 
General knowledge and understanding of financial statements, including application of policies and principles for evaluation and management of the risk associated with lending. Able to apply 
principles in diverse situations.
Knowledge of the Code of Banking Practice, FICA and NCA
Knowledge of competitor products. 
Knowledge of other products sold in the branch channel. 
Knowledge of the Financial Advisory and Intermediary Services Act. 
Qualifications and experience as determined by the “Fit and Proper Requirements” of the Financial Advisory and Intermediary Services Act.
Understanding of regulatory and legislative requirements in terms of FICA and NCA
Knowledge of product suite on offer and the various pricing, limits, criteria etc
Understanding of financial accounting principles and procedures
Understanding of fraud and risk management