Senior Specialist: Home Loans (FAIS)

Absa Group; Cape Town; On-site; ZAR 350,000 - 500,000; Full time

Job summary

A leading South African bank is seeking a Home Loans Consultant in Cape Town. The role involves driving the acquisition of new home loans, managing customer relationships, and ensuring compliance with governance standards. Candidates should possess a relevant qualification and have at least 2 years of experience in sales or customer service within the banking sector. This is a great opportunity to join a dynamic team committed to customer service excellence.

Qualifications

• Minimum 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.

Responsibilities

• Drive acquisition and registration of new home loans.
• Execute sales strategies and customer service.
• Maintain compliance with governance and risk frameworks.

Skills

Sales skills

Customer service

Relationship management

Negotiation

Education

National Certificate or equivalent NQF Level 5

Job description

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

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:

1. 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.

2. 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.

3. 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.

4. 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)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised