Home Loan Specialist

Role Overview

You will be the go-to person for home loans across a network of retail branches, turning inquiries into approved mortgages while keeping the entire process smooth and compliant. Your day-to-day work involves sitting with customers to understand their borrowing needs, explaining lending criteria, preparing error-free application packs, and coordinating with internal teams so files move quickly from submission to payout. Beyond individual deals, you will own the branch's overall home loan sales performance, run local marketing pushes, and protect the bank from risk by adhering strictly to regulatory and operational standards.

Key Responsibilities

• Drive home loan sales by proactively engaging walk-in customers, following up on leads, and converting referrals from branch colleagues and external contacts.
• Meet and exceed individual sales targets while also supporting broader retail cross-sell goals by spotting opportunities for other banking products.
• Guide customers through the entire mortgage journey, from initial eligibility conversations to explaining required documentation, interest structures, and repayment options.
• Prepare, verify, and package loan applications to ensure completeness, accuracy, and full compliance with internal lending policy and external regulations.
• Resolve customer queries and complaints quickly, owning the issue end-to-end and escalating only when truly necessary.
• Maintain accurate sales and pipeline records, and use performance data to adjust your approach and report progress to management.
• Organise and run branch-level marketing campaigns for home loans, and participate in national campaigns as needed.
• Uphold operational rigour by following audit, security, health and safety, and anti-money-laundering procedures at every stage of the home loan process.

Requirements & Qualifications

• Bachelor's degree in Commerce, Business Administration, Banking, Finance, or Marketing.
• At least two years of retail sales experience within the bank, with a total of five or more years combining general sales and focused mortgage sales experience.
• Strong working knowledge of home loan products, lending policies, and the end-to-end mortgage process.
• Familiarity with relevant legislation and standards, including KYC, anti-money-laundering rules, the banking code, and customer service best practices.
• Ability to interpret and apply internal procedure manuals, product tariffs, and service standards accurately.
• Understanding of retail branch goals, including income contribution, cost control, and sales growth.
• Excellent communication and relationship-building skills, with the ability to give honest feedback and collaborate with branch staff and support teams.
• Proven track record of delivering exceptional customer service while meeting sales targets in a fast-paced environment.