Home Loan Specialist

Absa Bank Kenya PLC is a leading financial institution in Kenya, offering a wide range of banking products and services, including home loans, to individuals and businesses. Founded in 1916, it operates across Kenya.

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 a number of branches. To ensure that all aspects of operational rigour are maintained when involved in the home loan process.

1. Drive and deliver exceptional sales performance by identifying and meeting customer’s home loan needs
2. Achieve & Exceed Home Loan & Cross Sale Targets
3. Utilize the standard sales process to identify customer’s Home Loan requirements
4. Facilitate customer understanding of the Home Loan procedure and process
5. Champion and manage Home Loan product & channels
6. Own and drive the outlet home loan sales objectives/targets
7. Maintain Home Loan sales performance statistics for management information usage.
8. Manage customer queries and complaints by taking ownership, escalating where necessary and resolving in a timely manner.
9. Identify when & where to refer customers to an appropriate area of delivery for other product sales help or advice
10. Ensure documentation such as the home loan application and internal submission forms are fully completed & error free.
11. Deliver world class customer service practices and ensure adherence to Barclays Service standards.
12. Accurate collation and packaging of relevant documents for processing.
13. Conduct branch Home Loan marketing campaigns and participate in country level campaigns
14. Achieve operational rigour excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit.
15. Follow the Retail end to end procedures for Home Loans ensuring new accounts are KYC compliant
16. Ensure compliance with operations risk & rigour requirements e.g. Health & Safety standards and security of premises.
17. Ensure the Bank’s Home Loan lending criteria is met
18. Build effective relationships with branch staff and key support functions e.g. service delivery and risk developing networking for potential Home Loan referrals.
19. Share knowledge experience and best practice with other team members.
20. Provide cover for other Home Loan Advisors at all levels when required.
21. Provide honest, direct and constructive feedback to others, as well as progress on leads/referrals.
22. Build relationships with external stakeholders to obtain external sales leads and business relationships with third parties.
23. Agree performance development objectives with the team leader.
24. Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development.

1. Bachelor of Commerce or Business Administration, (Banking and Finance/ Marketing)
2. At least 2yrs sales experience in Absa and 5yrs combined with concentration in Mortgage sales.
3. A good understanding of Retail goals & objectives
4. A good understanding of the outlet’s objectives – growth of sales, cost control and income contribution
5. A thorough understanding of the sales process
6. An in-depth knowledge of the Home Loan product and lending policy.
7. Good working knowledge of the internal and generic Home Loan, purchasing and related processes.
8. A good working knowledge and understanding of relevant Home Loan legislation e.g. KYC, Money laundering, banking code, service standards, health & safety standards etc.
9. A working knowledge of the procedure manuals
10. A thorough knowledge of the bank’s tariff, products and services
11. A thorough knowledge of the bank’s internal departments, systems & procedures as well as risk & rigour requirements.