Mortgage Sales Officer Absa Tanzania

Based in Head Office, will have responsibility for selling products, servicing customer and manage pioneers on a proactive and reactive basis. The role holder will be required to meet minimum performance standards across service and sales meeting a minimum number of sales per week based on an appropriate product mix. The role is based in a named office, but the role holder will be expected to work in and support other departments as and when required. The role operates using pre-programmed systems and well-defined procedures, but there may be times when the role holder must address unforeseen situations, escalating to more senior level as appropriate.

Job Description, Main accountabilities

• Develop and execute strategies to achieve mortgage sales targets.
• Identify and engage potential clients through various channels, including referrals, partnerships with developers, and direct marketing.
• Conduct needs assessments and recommend suitable mortgage products to customers.
• Provide guidance on application processes, eligibility criteria, and documentation requirements.
• Ensure timely follow-ups and updates to customers throughout the application process.
• Undertake customer service initiatives/requirements for face-to-face customers to pre-determined service standards
• Building relationships with existing customers to pro-actively anticipate and address future customer needs and identify sales opportunities.
• Cross-sell appropriate customer needs related products face to face
• Complete follow-up paperwork and undertake administration activities to ensure effective, efficient, and compliant operation of the product.
• Assist customers in completion of Bank stationary, forms etc.
• Introduce customers to appropriate product/segment specialists
• Undertake in-bound and out-bound marketing, enough mortgage brochures, special campaigns, promotions etc.
• Deal with handling complaints.
• Works to achieve service and sales targets
• Maintain statistics and monitor progress of target reporting
• Ensure on boarding process and relationship deepening.
• Delivering an individual assigned financial target on local business

Portfolio Management: 20%

• Maintain a healthy mortgage portfolio by monitoring loan performance and managing risks.
• Conduct regular reviews of customer accounts to identify opportunities for cross-selling or refinancing.
• Address delinquent accounts and collaborate with the Collections team to resolve repayment issues.
• Analyse portfolio trends to provide insights and recommendations for growth and risk management.
• Prepare and present portfolio performance reports to management.
• Ensure all mortgage sales and portfolio activities comply with regulatory and internal policies.
• Conduct thorough due diligence to minimize credit and operational risks.
• Keep up-to-date with industry trends, regulatory changes, and market conditions impacting the mortgage business
• Work closely with the Retail Credit Unit and Risk Control Unit team to ensure seamless processing of applications.
• Collaborate with marketing teams to develop campaigns promoting mortgage products.
• Support training initiatives for sales members or other departments on mortgage products.
• Ensure timely renewal of property insurance policies for all mortgage clients to maintain adequate coverage.
• Work closely with Bancassurance and PSA property Insurance to make follow up with customers and insurers for renewal and to confirm insurance compliance and update records accordingly.
• Coordinate the renewal of property valuation reports as per policy requirements to assess the current value of mortgaged properties.
• Liaise with approved valuers to ensure timely and accurate reporting, maintaining compliance with regulatory and institutional standards
• Maintain statistics and monitor progress of target reporting.

Risk and Controls Objectives

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Absa Operational Risk Framework and internal Absa Policies and Standards

Manage risk and control effectively by applying applicable risk frameworks and embedding a positive risk culture

• Understanding of own role in the end-to-end processes in which you play a part, including applicable risks and controls.
• Adhere to Absa’s policies and procedures applicable to own role, demonstrating sound judgement and responsible risk management.
• Report all risk events / incidents / issues using the defined process for your business area and help to understand why these happened and how to prevent them in future. Proactively look for ways to improve the control environment by considering what could go wrong in the processes you operate and how errors could be prevented.
• Continuous and proactive engagement with regulatory bodies, unions where applicable
• All mandatory training completed to deadline

In An Operations Context

• Maintaining a current understanding of customer needs, emerging trends, sales and servicing best practice, etc., sharing it with colleagues and applying it to day-to-day operations.
• Supporting, and where appropriate leading, effective client meetings; understanding and owning the customer’s goals, promoting the full range of Absa products, and continuously developing long-term loyalty to the brand.
• Planning and effectively managing their schedules and time to invest in high value activities, building in buffer zones to cover ad-hoc activities.

In a People context.

• Actively seeking feedback on their own performance from others and taking action to develop and improve their own capabilities.
• Actively contributing to the development of a “team culture” across the Branch, including the Specialist sales teams.
• Being responsive to colleague queries and requests for support.

Have the following impact on………….

Customers

• Experience a consistently high standard of well-integrated customer service across all Network and Specialist propositions.
• Feel important, appreciated and that their needs are understood.
• Feel confident that Absa can make and save their money.
• Will readily sign up to appropriate, additional Absa’ products and services when offered and will recommend others to Absa based on their experience.
  

Colleagues

• Collaborate with him/her routinely and naturally and treat them as a valued member of the Branch team.
• Demonstrate confidence in the role holder as a colleague.
  

The Business

See a motivated, high performing Branch team, working as one with their branch and operations colleagues, to achieve, and often beat, their plans and goals.

Technical Skills / Competencies

Skills & Competencies

What does the role holder need to be able to do/be good at doing?

• Keyboard skills to operate relevant Customer Systems
• Basic numeracy for maintaining sales records
• Tact and diplomacy
• Empathy
• Communication skills particularly oral
• Presentation skills
• Networking
• Commercial Awareness
• Building Relationships quickly
• Effective interpersonal skills (effective questioning and active listening)
• Service Excellence
• Personal Drive
• Ability to plan and organise
  

Experience

Knowledge, Expertise and Experience

What does the role holder need to have done before?

• Operated in a customer facing role where service is paramount
• Experience in service and sales environment
• Has experienced a target driven role
  

Knowledge

What does the role holder need to know/know about and/or be qualified in?

• Awareness of Banking products, tariffs and services and knowledge of bank systems
• Customer service standards
• IT literate
• Sales standards in line with regulation
• Competitor information in relation to products and service
• Fully conversant with all Personal Sector products/services/tariffs
• Detailed knowledge of relevant Customer systems to sell
• Good knowledge of Bank’s internal systems
• Awareness of Group Services e.g. Absa card, Credit Scoring Unit and Central Operations Processing
• A detailed knowledge of the Bank’s Account Opening Policies and Procedures

Other Requirements Specific To The Role

• Courtesy when dealing with a range of customers
• Initiative required to satisfy customer needs and seize sales opportunities
  

Training Requirements Specific To The Role

Sales process and selling training, service modules and minimum regulatory training. Also includes technical training to ensure competence in account opening, and various bank systems. Also:

• Mortgage officer’s Course
• Sales & Marketing Course
• Credit Scored Personal Lending Products
• Account Opening Procedures
• Know Your Customer

Absa Values

Absa Values And Behaviors Represent The Set Of Standards Which Governs The Actions Of All Of Us Who Work For The Bank And Against Which The Performance Of Every One Of Us In Absa Are Being Assessed And Rewarded

• Trust
• Resourceful
• Stewardship
• Inclusive
• Courage
  

Education

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