Snr Specialist Consultant Home Loans at Absa Group Limited (Absa)

Job Summary

• To contribute towards Absa Home Loans business profitability through achievement of contracted sales targets and customer service excellence.
• To perform intermediary services by facilitating sale of HOC insurance to the customer” under customer engagement.

Job Description

• Achieve Contracted Productivity Sales Target Deliver Service Excellence Personal Development Relationship Management Risk Management

Sales Targets 

• Conversion - Take-up On Direct Channel and Digital Sales Platforms
• Production, Retention and Cross - Sell on Quoted bonds HOC strike rate , HOC strike rate (Insurable bonds)  Life strike rate 
• Non-transaction to transactional conversion  ( Cheque Account Open: (10x per month)

In control of our business

• No repeat audit findings, preventable OPS, and Fraud prevention)
• Zero repeat audit finds
• Compliance training and Avoid recurring failures on authentication and disclaimers as these are critical basics that a colleague must ach
• Daily connect session to identify best practices and ways of work
• Make a quote call for each customer (failure for such- firm management result discussion in line with Absa Policy and procedure as per)
• Successfully implement a business improvement project to enhance and transform operations. Compliance training should be 100% Consistent throughout the year.
• Create market-leading competition, innovation, value, or impact for the business area. i.e. assist where there is a business need for support, support where there are gaps in the business, be willing to assist, and be readily available.
• Meeting the targets will be assessed on the how as well​

Colleague experience

• Respond to client queries in a timely manner within 4 hours.
• Significantly reduced the number of complaints by resolving customer queries-
• TAT (Turn Around Times) complaint – Inform clients about withdrawal should we not receive an answer within 5 days.
• Zero Service Failures for the year 
• Escalate to the manager as soon as you can see an application is not on track
• Identify a buddy to assist while on leave Withdraw all Out of SLA (OOSLA)
• Quality Customer Routing (QCR) files daily to avoid audit findings
• CCC, action within 5 days
• QCR within the same day
• Not fit for processing - Within SLA
• Sales Force (Cases to stay within SLA)
• All leads to be actioned daily by applying todays work today methodology.

Education

• Further Education and Training Certificate (FETC)

End Date: June 26, 2025