Job Summary

To advise customers and process banking transactions accurately and timeously through the execution of predefined objectives as per agreed standard operating procedures (SOPs).

Key Accountabilities/Deliverables

Cases to DSC

• Submit 85% of the offer letters approved to DSC.

Reduce RTS

• Use DSC Aide memoir to reduce RTS.
• Branch network engagement

Issuance of Mortgage certificates

• 100% issuance of mortgage certificates to all the Mortgage customers, through Mortgage center, premier center, and Branches.

Negotiation fee collection

• Ensure 100% collection of neg fee for all drawn loans and ensuring there is no income leakage on non-funded income.

Valuers Management

• Ensure TAT is per the agreed SLA with the valuers through constant engagement

Scheme home loans management

• Ensure all scheme home loans arrangements are running in accordance with the MOUs.

Role/person specification

Preferred Experience

• Good understanding of Retail goal & objectives
• A thorough understanding of sales process
• An in-depth knowledge of the Mortgage product, conveyancing practices and lending policies
• A good working knowledge and understanding of relevant mortgage legislations e.g KYC, Money laundering, banking code, service standards, health &safety standards .
• A sound knowledge of our competitors’ products & service

Knowledge and Skills

• Excellent planning & organization skill
• Very strong communication & questioning skills
• Team working
• Listening skills
• Customer service orientation
• Relationship Management
• Decision making
• Problem solving/ Conflict resolution

Behavioral Competencies

Respect

• Treating colleagues and stakeholders with respect.

Integrity

• Delivering set objectives in line with the overall objective of the organization.

Service

• Offering world class customer experience to the bank’s customers.

Excellence

• Always giving the highest standards possible in conduct of day-to-day business.

Stewardship

• Being innovative and seeking change for better in the role.

Technical Competencies

• Presentation skills
• Ability to make mortgage presentations to both internal and external stakeholders.
• Good numeracy & analytical skills
• Ability to decipher data and condense the same for high level consumption.

Education

• Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)