Role/person specification

Qualification

• Bachelor's Degree
  

Knowledge and Skills

• A good understanding of Retail goals & objectives
  
• A good understanding of the outlet’s objectives – growth of sales, cost control and income contribution
  
• A thorough understanding of the sales process
  
• An in-depth knowledge of the Home Loan product and lending policy.
  
• Good working knowledge of the internal and generic Home Loan, purchasing and related processes.
  
• A good working knowledge and understanding of relevant Home Loan legislation e.g. KYC, Money laundering, banking code, service standards, health & safety standards etc.
  
• A working knowledge of procedure manuals
  
• A thorough knowledge of the bank’s tariff, products and services
  
• A thorough knowledge of the bank’s internal departments, systems & procedures as well as risk & rigour requirements.
  

Other requirements specific to the role:

• A high level of drive and determination
  
• Completion of certificate on Home Loan product training
  
• Knowledge of legal processes involved with property purchase
  
• A sound working knowledge of our competitors’ products & services
  

Sales and Service 75%

• Drive and deliver exceptional sales performance by identifying and meeting customer’s home loan needs
  
• Achieve & Exceed Home Loan & Cross Sale Targets
  
• Utilise the standard sales process to identify customer’s Home Loan requirements
  
• Facilitate customer understanding of the Home Loan procedure and process
  
• Champion and manage Home Loan product & channels
  
• Own and drive the outlet home loan sales objectives/targets
  
• Maintain Home Loan sales performance statistics for management information usage.
  
• Manage customer queries and complaints by taking ownership, escalating where necessary and resolving in a timely manner.
  
• Identify when & where to refer customers to an appropriate area of delivery for other product sales help or advice
  
• Ensure documentation such as the home loan application and internal submission forms are fully completed & error free.
  
• Deliver world class customer service practices and ensure adherence to Barclays Service standards.
  
• Accurate collation and packaging of relevant documents for processing.
  
• Conduct branch Home Loan marketing campaigns and participate in country level campaigns
  

Operational Rigour Practices 15%

• Achieve operational rigour excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit.
  
• Follow the Retail end to end procedures for Home Loans ensuring new accounts are KYC compliant
  
• Ensure compliance with operations risk & rigour requirements e.g. Health & Safety standards and security of premises.
  
• Ensure the Bank’s Home Loan lending criteria is met
  

Team Working 5%

• Build effective relationships with branch staff and key support functions e.g. service delivery and risk to develop networking for potential Home Loan referrals.
  
• Share knowledge experience and best practice with other team members.
  
• Provide cover for other Home Loan Advisors at all levels when required.
  
• Provide honest, direct and constructive feedback to others, as well as progress on leads/referrals.
  
• Build relationships with external stakeholders to obtain external sales leads and business relationships with third parties.
  

Self-Development 5%

• Agree performance development objectives with the team leader.
  
• Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development.