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Job Description

To provide customers with a mortgage solution at their convenience and in the process deliver on contracted sales targets through the delivery of superior customer service.

Key Accountabilities
Accountability: Sales

• Execute action plans in order to meet the agreed and contracted Application, Final grant and Registration targets as per Performance Development plans.
• Prospect for potential direct customers and sources using various methods such as networking, referrals etc.
• Engage with existing customers, identified through the relevant lead generation process, to establish possible re-mortgage needs and provide advice on mortgage lending.
• Travel to and meet with prospective customers or sources, at a place and time of their convenience, providing mortgage customer solutions, assisting in completing and submitting the application with all required supporting documents to the Production Centre for processing.
• Manage and track all submitted deals into the Production Centre by following the prescribed CCC (Customer Care Centre) tracking process and keep the customer and source informed of the progress and/or status of the application i.e. approved, declined, reasons, etc.
• Maintain agreed conversion ratios on application-to-grant and grant-to-registration as per the Absa Home Loan process
• Track and follow up all deals which have been final granted by following the CCC process and keeping customers and sources informed until deal registration.
• Continuously explore and investigate all opportunities (e.g. Property shows, Auctions, Show houses, etc.) in order to increase sources of business and sales intake.
• Keep abreast of competitor activities by studying all available information (e.g. newspaper articles, Marketing campaigns) in order to proactively offer solutions to customers and sources, securing deals for Absa.

Accountability: Relationship Management

• Manage and network with external customers and sources to increase sales intake, grants and registrations
• Interact with external sources and liaise with Key Account Managers regarding developers to sign them up as Lead Generators in order to increase sources of business
• Facilitate regular meetings with sources to identify sales opportunities and address service related matters
• Interact with Key Account Managers by scheduling regular one-on-one meetings to explore possible property development opportunities
• Educate and inform Sources of business on product, process and progress ensuring that they submit a completed application and remain informed
• Engage with other business units and departments to deliver superior business value

Accountability: Governance
 

• Ensure that all business secured complies with the governance and compliance framework.
• Report any suspicious transaction and/or client to the Risk and Compliance Consultant for further investigation

Accountability: Customer Service

• Provide superior customer service by proactively and timeously obtaining outstanding documentation to ensure complete applications
• Ensure that any query or complaint received from a customer is resolved within 24 hours of receipt and ensure continuous feedback to the customer
• Ensure customer satisfaction by delivering outstanding customer service in line with the TCF (Treating Customers Fairly) principles which will result in increased sales and retention of Home Loans customers

Education And Experience Required

• National Certificate or equivalent NQF level 5 qualification
• 2 years (Technical/Managerial) experience
• Property Finance experience
• Sales and customer relations experience in a Banking environment
• Experience in Home Loans or mortgage environment

Knowledge & Skills:

• Selling and relationship skills
• Communication skills
• Entrepreneurial thinking
• Negotiating skills
• Presentation and public speaking skills
• General understanding of banking and financial services
• Interpersonal skills
• IT literacy
• Marketing skills
• Analytical skills
• Understanding of Real estate and property markets

Competencies:

• Deciding and initiating action
• Coping with pressure and setbacks
• Persuading and influencing
• Working with people
• Delivering results and meeting customer expectations
• Achieving personal work goals and objectives
• Entrepreneurial and commercial thinking
• Presenting and communicating information