The Home Loan Specialist is responsible for recruiting and retaining Home Loan customers while delivering exceptional retail business performance through sales and excellent customer service. The role involves developing and maintaining a high profile for Home Loans within specific branches and ensuring all aspects of operational rigour are maintained throughout 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 products 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 appropriate areas 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 procedures and processes to ensure satisfactory audits.
Follow Retail end-to-end procedures for Home Loans ensuring new accounts are KYC compliant.
Ensure compliance with operations risk and rigour requirements including Health & Safety standards and premises security.
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.
Self-Development (5%)
Agree on performance development objectives with the team leader.
Pursue self-development to increase personal effectiveness.
Qualifications and Knowledge
Bachelor's Degree.
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.
Good working knowledge and understanding of relevant Home Loan legislation e.g. KYC, Money laundering, banking code, service standards, health & safety standards.
A high level of drive and determination.
Completion of certificate on Home Loan product training.
Knowledge of legal processes involved with property purchase.
Sound working knowledge of competitors’ products and services.
Interested and qualified candidates should apply through the official Absa Workday portal. Use the following link to access the application page: https://www.myjobmag.co.ke/apply-now/1223699.
