Home Loan Specialist -Thika at Home Loan Specialist -Thika

Job Detail

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 rigour are maintained when involved in the home loan process

Job Description

Key accountabilities/Deliverables/Outcomes.

Sales and Service 75%

Drive and deliver exceptional sales performance by identifying and meeting customers’ home loan needs
Achieve & Exceed Home Loan & Cross Sale Targets
Utilise the standard sales process to identify customers’ 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, is 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 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 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 practices 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-Development 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

Qualification

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 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.

Other requirements specific to the role:

Training likely to assist effectiveness in the role and may have been completed prior to undertaking this role:

Additional details of exceptional aspects of the demands of the role: