Senior Specialist: Home Loans (FAIS) at Absa Group Limited (Absa)

Job Summary

• To drive the acquisition and registration of new home loans by executing targeted sales strategies, cultivating relationships with direct customers and sources, and providing end-to-end customer service. The role involves managing the home loan process from initial application to registration, in line with Absa’s compliance and governance standards.

Job Description

Key Accountabilities:

Sales Acquisition & Execution:

• Execute action plans to meet monthly targets for applications, final grants, attorneys instruct and registrations as per the Performance Development Plan.
• Actively prospect and generate new business using a variety of methods (e.g. cold calling, networking, referrals, real estate agents).
• Engage with existing customers through leads to explore refinancing or re-mortgaging opportunities.
• Visit prospective customers or sources at their preferred location and time to offer personalized mortgage solutions.
• Assist customers in completing and submitting accurate applications with all required documentation to the Production Centre.
• Maintain and monitor the conversion ratios from application to final grant, final grant to instruct and instruct to registration, ensuring alignment with internal standards.
• Track applications and provide regular updates to clients and referral sources.
• Participate in marketing activities such as property shows, auctions, and open house events to grow customer pipeline.
• Monitor competitor activity and proactively adjust sales strategies to gain market share for Absa Home Loans.

Relationship Management:

• Develop and manage relationships with external stakeholders including customers, property developers, estate agents, attorneys, and other sources.
• Collaborate with Key Account Managers to onboard developers as approved lead generators and generate consistent deal flow.
• Conduct regular meetings with referral sources to uncover new sales opportunities and resolve service issues.
• Educate business sources on loan products, application processes, and updates to maintain quality submissions and engagement.
• Partner with internal business units to identify cross-sell opportunities and deliver superior business value.

Governance & Compliance:

• Ensure all business secured complies with Absa's governance, risk, and compliance frameworks.
• Maintain ethical conduct in all dealings with clients, colleagues, and partners.
• Promptly report any suspicious activities or transactions to the Risk and Compliance Consultant for appropriate action.

Customer Service Excellence:

• Provide exceptional service by ensuring all customer documentation is complete and submitted timeously.
• Handle customer queries and complaints swiftly (within 24 hours), keeping clients informed throughout the process.
• Ensure alignment with Treating Customers Fairly (TCF) principles to enhance satisfaction and retention.
• Actively seek feedback and referrals from satisfied clients to grow the customer base.

Education and Experience Required:

• National Certificate or equivalent NQF Level 5 qualification (essential)
• Minimum of 2 years’ experience in a sales or customer service role in banking or financial services
• Proven experience in home loans, mortgage lending, or property finance
• Knowledge of real estate markets and lending policies

Knowledge, Skills & Competencies:

• Strong sales and relationship-building skills
• Excellent verbal and written communication
• Entrepreneurial thinking with a self-motivated, target-driven mindset
• Strong negotiation and influencing skills
• Professionalism, integrity, and a customer-focused attitude
• Ability to manage multiple stakeholders and navigate complex applications

Education

• Further Education and Training Certificate (FETC)

End Date: August 22, 2025