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
Education
- Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)
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To apply for this job please visit absa.wd3.myworkdayjobs.com.