Home Loan Specialist

Absa Bank Limited (Absa) is a wholly owned subsidiary of Barclays Africa Group Limited. Absa offers personal and business banking, credit cards, corporate and investment banking, wealth and investment management as well as bancassurance. Barclays Africa Group Limited is 62.3% owned by Barclays Bank PLC and is listed on the JSE Limited. The Group is one of Africa’s major financial services providers offering personal and business banking, credit cards, corporate and investment banking, wealth and investment management as well as bancassurance. The Group was formed through combining Absa Group Limited and Barclays’ African operations on 31 July 2013. Reflecting the enlarged group’s pan-African focus, the Group's name changed from Absa Group Limited, to Barclays Africa Group Limited on 2 August 2013. Registered head offices are in South Africa and the Group has majority stakes in banks in Botswana, Ghana,Kenya, Mauritius, Mozambique, Seychelles, South Africa, Tanzania (Barclays Bank Tanzania and National Bank of Commerce), Uganda and Zambia. The Group has representative offices in Namibia and Nigeria, as well as bancassurance operations in Botswana, Mozambique, South Africa and Zambia. Barclays Bank Kenya and Barclays Bank Botswana continue to be listed on their respective stock exchanges.Barclays Bank PLC has operations in Egypt and Zimbabwe, which are part of the African business and continue to be run by Barclays Africa Group’s management

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)

Method of Application