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 rigour 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
Utilise 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.
Behavioural Competencies
Execute at speed
Build Pride & Passion
Grow Talent and Capability
Delight Customers
Drive Performance
Protect and enhance our reputation.
Technical Competencies
Excellent Planning & Organisation 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 Rigour
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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absa.wd3.myworkdayjobs.com
