The Home Loan Specialist is responsible for recruiting and retaining Home Loan customers while delivering exceptional retail business performance through sales and superior customer service. The role involves maintaining a high profile for Home Loan products within specific branches and ensuring that all aspects of operational rigour are adhered to during the home loan process.
Key Responsibilities
Sales and Service (75%)
Drive and deliver exceptional sales performance by identifying and meeting customer’s home loan needs.
Achieve and exceed Home Loan and 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 and channels.
Own and drive the outlet home loan sales objectives and 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 and 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 and error-free.
Deliver world-class customer service practices and ensure adherence to Barclays Service standards.
Accurately collate and package relevant documents for processing.
Conduct branch Home Loan marketing campaigns and participate in country-level campaigns.
Operational Rigour Practices (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 and rigour requirements e.g., Health & Safety standards and security of premises.
Ensure the Bank’s Home Loan lending criteria is met.
Team Working (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-Development (5%)
Agree on performance development objectives with the team leader.
Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development.
Qualifications and Experience
A Bachelor's Degree from a recognized institution.
Completion of a certificate on Home Loan product training.
A high level of drive and determination.
Knowledge of legal processes involved with property purchase.
A sound working knowledge of competitors' products and services.
PC Skills.
Required Knowledge and Skills
A good understanding of Retail goals and 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 procedure manuals and the bank’s tariff, products, and services.
A thorough knowledge of the bank’s internal departments, systems, and procedures as well as risk and rigour requirements.
Working Demands
May be required to move outside the branch for sales purposes.
Will be required to support sales initiatives during campaigns.
The working environment may be highly demanding and challenging.
Requires an understanding of the current country’s economic trends.
