Background information about the job or company (e.g., role context, company overview)

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.

Responsibilities or duties

Sales and Service 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 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 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-Development 5%

• Agree performance development objectives with the team leader.
• Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development.

Qualifications or requirements (e.g., education, skills)

Qualification

• Bachelor's Degree

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:

• 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

Experience needed

Experience is not explicitly stated in months or years, but implied through the knowledge and skills required.

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

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’s economic trend

• 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
• 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
• 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.
• Agree performance development objectives with the team leader.
• Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development.

• 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.
• 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
• Home Loan product and process knowledge
• Sales & marketing
• KYC & Operational Rigour
• Influencing & negotiation
• Time management
• PC Skills

• Bachelor's Degree