Home Loan Specialist
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 a number of branches.
To
ensure that all aspects of operational rigor are maintained when involved in
the home loan process.
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 Rigour
Practices: Time Split 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 & rigour 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 & rigour 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)
How To Apply
