Job Purpose
- To work as part of team providing administrative and fulfilment of sales and services of Home loans.
- Provide an administrative assistance and back office support service to Team Leader Home loan support and to ensure that bond registrations receive superior service
Key Responsibilities/Accountabilities
- Understand lean service principles and question current ways of working
- Arbitrate and/or motivate credit decisions in need (in absence or at request of segments Heads) and assist management to explore alternatives
- Maintain constant interaction with customers and relevant stakeholders in order to expedite the registration of Home loan bonds
- Improve turn around and response time
- Reporting any unresolved concerns
- Measure and manage the application processing process according to established turnaround times and standards requirements.
- Drive the culture of service excellence as it pertains to Home loans in country
- Analyses activity and attrition trends on home loan and proposes initiatives to curb the attrition, to Segment Heads.
- Attending Client with any queries related to Home loans
- Ensures service excellence for clients and other stakeholders
- Effectively builds and maintains relationships with internal and external stakeholders
- Displays an awareness of individual client’s needs and addresses these needs in accordance with Home loan guidelines
- Maintains accurate and appropriate client records
- Ensures compliance with the Group Credit and Operational Risk standards.
- Monitors appropriate risk management metrics, parameters, reports and dashboards with Credit as applicable to this portfolio.
- Monitors and ensures resolution of escalated customer and branch queries timeously.
- Constantly Monitor workflow, identify gaps, and minimize risks daily
- Identify operational concerns and recommend areas or opportunities for improvement
- Possess an ongoing awareness of the Money Laundering Act and the Code of Banking Practise and any other legislative requirements in order to keep this awareness and training up to date with new and existing staff
- Participates and contributes to the achievement of the unit and team goals
- Works enthusiastically and constructively as part of the team
- Is flexible and shows initiatives to support the team work requirements
- Provide team members with recognition and rewards where performance is in line with expectations.
- Encourages and supports other team members and provides advice and assistance as required
- Assists with on the job training as required
- Readily shares information and knowledge
Preferred Qualification and Experience
- Degree in Business Commerce or equivalent qualification with 3-4 years experience.
- Diploma in Business Commerce or any equivalent qualification with a minimum of 5 years experience
Knowledge/Technical Skills/Expertise
- Computer literate
- Good numerical skills
- Good negotiation skills
- Good communication skills
- Product Knowledge
- Query Resolution
- Banking Process and Procedures