Contact Centre Property Finance Consultant
A Contact Centre Property Finance Consultant is responsible for achieving monthly targets set at the Contact Centre, which will ultimately assist the Contact Centre department achieve targets set.
SA Home Loans is an industry leader and strives to maintain high quality levels and superior performance by hiring qualified individuals who share our philosophy and exhibit the same attitude with clients, stakeholders, etc.
To successfully convert leads received from within the Contact Centre into home loan approvals, whilst always maintaining and delivering amazing service to our clients.
Alignment to Business Driver/Strategy
Liaising with key internal stakeholders: credit, new business, valuations to assist in the successful transition of applications from submission through to approval stage.
Alignment to the Amazing Service principle and program.
Provide service and support to new clients, staff, and stakeholders via all communication methods.
Key Responsibilities:
A.
Effective Use of Leads
Inbound: Answering all incoming calls, attending to customer queries and sending proposals.
Internet leads to be swiftly contacted and a full sales call to take place.
Prospect potential home loan clients, then by using the appropriate needs analysis based on sales techniques, either switch them from other financial institutions or offer them a new home finance package that is tailor-made and accompanied by amazing service.
Source of leads, telephonic and electronic leads via the SAHL intranet.
Outbound projects could also be implemented if the need arises (determined by the Contact Centre Manager).
B.
Deliver Professional Communication
Remain focused on relevant business issues related to the sale.
Modify the communication to consider the audience, using the appropriate language and communication style.
Use simple non-jargon filled language.
Be open and honest in your communication - imparting news tactfully and truthfully.
C.
Identify Needs
Identify the primary financial and emotional needs of the potential client by asking open-ended questions and then actively listening to their responses.
Pre-qualify the potential client through understanding their background situation and linking it to the credit matrix.
Identify the financial problems/challenges faced by the potential client and the impact it is having on them.
Should the potential client not qualify, keep their details for possible future follow-up.
D. Match Relevant Product Package to Relevant Need
Using correct product knowledge, present the features and benefits of a product package to the potential client in such a way that it meets their need and solves their problems.
Explain to the potential client the procedure taken to process their application.
Apply the correct credit criteria when assessing the file.
E. Explain the LOA and Close the Deal
Explain all the important figures, conditions, and terminology in the LOA.
Close the deal by first summarizing the benefits of the relevant product package as it relates to the identified need, then closing the business.
F.
Maintain Customer Contact and Follow-up
Update the client on every step of the process after the deal is concluded.
Explain answers to questions from clients accurately and clearly.
Keep in contact with the client even after LOA has been signed.
On signing LOA, get referrals from the client.
Ensure effective utilization of provided marketing material to enhance customer relationships.
G. Manage Workflow
When allocated a sales stream, full commitment and attention is provided to ensure the highest conversion of that stream at that time - i.e.
when on outbound, ensure that all key activities are achieved (see above) for outbound.
H. Applications Capture and File Construction
Ensure accurate and complete capturing of the application on the system.
All supporting documents acquired and scanned.
Effective management of personal system work lists.
Experience and Requirements
1 - 3 years' experience working in a contact centre environment.
Proven track record in cold calling sales with supporting documents and achievements.
Experience compiling professional written reports is essential.
Minimum: Matric Certificate.
Higher Certificate or equivalent (NQF Level 5) will be advantageous.
Clear credit and criminal checks.
S.A. Citizen or valid work permit for S.A.
Professional, Respectful, Service-oriented.
Accountable, Time management.
Ability to work under pressure.
Sound telephonic communication skills.
Strong can-do attitude and an energetic positive approach.
Committed to serving the customer.
Able to present information in different ways to enhance understanding.
Acts as an ambassador for the SA Home Loans brand.
Consistently behaves with integrity.
Actively works with colleagues and departments to resolve queries.
Managing work and time to meet the required deadlines.
High attention to detail and accuracy.
Proactive and operates with a sense of urgency.
Consistently hits all performance targets.
Make your next career move with a specialist team.
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