Mortgage Advisor Job at Barclays Bank

Organisation: Barclays Bank
Duty Station:  Kampala, Uganda
About Barclays Africa: 
Barclays
Africa encompasses Barclays Global Retail Banking, Corporate Banking, and
Barclaycard operations in 10 countries organised in four geographic areas:
North Africa (Egypt), East and West Africa (Ghana, Tanzania, Uganda and
Kenya),  Southern Africa (Botswana, Zambia and Zimbabwe), and Indian Ocean
(Mauritius and Seychelles).
Barclays
Africa serves its 2.8m customers through a network of 573 branches and service
centres providing a variety of traditional financial products including retail
mortgages, current and deposit accounts, commercial lending, unsecured lending,
credit cards, treasury and investments.
Job Summary: The Mortgage Advisor
will drive and
deliver exceptional retail Business Performance in regards to Home loans and
provision of influential and consistent leadership, efficient business
management. S/he will also be responsible for sales growth and portfolio
quality management to ensure that good home loans are booked and managed
Key Duties &
Responsibilities:
1. Business
Development and Management (35%)
:  
  • Agree Home loans
    sales targets with the head of Home loans and take responsibility in the
    achieving of home loans growth.
  • Follow up and
    execution of methods in improving of the Home loans, front office/branches
    and securities within service delivery.
  • Escalate and handle
    any client issues in regards to securities and documentation.
  • Conduct customer
    care visit with Head of Scheme Lending/Products/sales/Home loans to better
    understand customer’s needs after generation of sales leads through
    Schemes and branches.
  • Analyse customer
    issues, queries, complaints to determine root cause and deliver tactical
    and strategic improvements to service
  • Give appropriate
    advise to clients on the right product mix they need for their key needs
  • Gather customer
    opinions on service and service quality levels
  • Attend to cross
    functional activities for the betterment of the home loan business.
  • Create
    recommendations on product repackaging.
  • Collect Market data
    on real estate.
  • Ensure
    implementation and review methods of improving operational efficiency with
    retail Home loans front office and securities within service delivery.
  • Create relationships
    with real estate agents and developers to create opportunities for direct
    sales.
2. Customer Service
(20%):   
  • Analyse customer
    issues, queries, complaints to determine root cause and deliver tactical
    and strategic improvements to service
  • Analyse the products
    that the customer is using and give advice on optimizing use
  • Gather customer
    opinions on service and service quality levels and give feedback to team
    members on customer expectations.
  • Monitor and
    influence achievement of agreed  service standards with service
    delivery, credit risk and securities
  • Ensure that
    insurance arrangements are made for customers for there Home loans before
    draw down.
  • Ensure that the team
    performance complies with service standards as set by the business. These
    standards are measured through among other, mystery shopping, customer
    feedback.
  • Act as the
    escalation point for hot complaints ensuring quick resolution, visit high
    net worth or key clients on request of the Home loans advisors.
  • Review monthly query
    and complaint trend analysis received from the service head.
  • Determine the need
    for specific action plans for the Home loans Segment.
3. Building Relationships
(10%):
  • Conduct regular
    customer care visits with Head of Scheme lending to better understand
    customer needs after generation of sales leads through schemes and provide
    guidance to customer as to the best Home loan package available to them.
  • Closely liaise with
    securities manager and head of credit risk to ensure proper preparation of
    mortgage documents to new clients, agree terms and conditions of Home
    loans etc.
  • Monitor turnaround
    times on account opening and follow up operations on any issues arising
    and any feedback received from Home loans in this regard.
  • Establish and
    interact with real estate agents and developers so as to easily have
    access to market trends and rates and better develop tailor made loan
    packages as well as generate sales opportunities
4. Administration (10%):
  • Analyse customer
    issues, queries, and complaints to determine root cause and deliver
    tactical and strategic improvements to service.
  • Analyse the products
    that the customer is using and give advice on optimizing use.
  • Gather customer
    opinions on service and service quality levels and give feedback to team
    members on customer expectations.
  • Monitor and
    influence achievement of agreed service standards with service delivery,
    credit risk and securities.
  • Ensure that
    insurance arrangements are made for customers for their Home loans before
    draw down.
  • Act as the
    escalation point for hot complaints trend analysis received from the
    service head.
  • Ensure that the team
    performance conforms to agreed service standards, through mystery
    shopping, customer feedback.
5.  People Management (20%):
  • Ensure that team
    member receive coaching and relevant training in order to develop to
    achieve their maximum potential.
  • Motivate branch
    staff and ensure that they are motivated to sell the Home loans product.
  • Carry out branch
    visits and offer trainings on new product features and parameters.
  • Give positive
    feedback to clients both internal and external on unclear any product
    issues
  • Assist sales and
    branch staff achieve their Home loan targets by ensuring that they submit
    quality applications and any remediation is carried out appropriately.
  • Manage staff
    attendance levels and ensuring that Barclays Africa procedures are
    followed.
  • Motivate staff and
    ensure they are recognized through the Barclays Africa recognition schemes
  • Pursue your own
    development to increase personal effectiveness and acknowledge strengths
    and areas of development.
  • Identify Training
    needs of the team and effectively support their personal development.
  • Challenge the team
    to provide meaningful and lasting solutions to customers’ queries and
    complaints by understanding customers’ needs and situation and thinking
    outside the box
6. Community (5%):
  • Be involved in local community events and
    networking opportunities (e.g. clubs, meetings, business associations)
  • Identify community initiatives to become
    involved in and support as part of Barclays community initiatives (such as
    Make a Difference Day, Local community initiative, Financial Literacy)
  • Link community initiatives to both business
    opportunities and colleague events
  • Promote community agenda within the branch to
    build pride within colleagues and customers
Qualifications, Skills &
Experience:
  • The candidate
    should be a graduate or possess relevant experience to compensate
  • At least three
    years Retail supervisory experience
  • Knowledge of the
    Bank’s products, services and policies and ability to recognize business opportunities.
  • Proven people
    management experience with the ability to coach, mentor and motivate
  • Good numeracy
    skills with the ability to analyze and interpret KPIs and to use them to
    improve performance
  • Excellent group
    dynamics with ability to identify training needs and support continuous
    development.
  • Strong
    communications skills with the ability to communicate and influence at all
    levels
  • Good
    understanding on how to set targets and incentives/initiatives to drive
    performance.
  • People
    Management skills
  • Excellent
    coaching and Training Skills
  • Good written and
    verbal Communication and Presentation skills
  • Business
    Management/Financial Management skills
  • Performance
    Management skills
  • Resource
    Management skills
  •  Cultural
    and Change Management skills
  • Good Planning
    and Organizational skills
  • PC Skills
  • Decision Making
    Skills
How to Apply:
If you
feel challenged by any of the above positions, and believe you can deliver on
key deliverables as outlined above, upload your application letter, current
curriculum vitae and photocopies of academic certificate to our recruitment
website detail below:
Barclays
is an equal opportunity employer that recruits, develops and promotes people on
merit, and rewards outstanding performance, regardless of background and
gender.
For
queries contact us on 0417122453 or email: barclays.uganda@barclays.com
Deadline:  29th
November, 2013

For
More Ugandan Jobs, Please Visit https://www.theugandanjobline.com   or
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