Home Loan Specialist at Absa Bank Limited

  • Full Time
  • Nakuru

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 several branches.
  • To ensure that all aspects of operational rigor 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
  • 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.

Operational Rigor Practices – Time Split 15%

  • 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.

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 & rigor requirements.

Behavioral Competencies

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

Technical Competencies

  • Excellent Planning & Organization 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 Rigor
  • 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


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

To apply for this job please visit absa.wd3.myworkdayjobs.com.