Reporting directly to the National Sales Fulfilment Manager

Responsibilities & Duties:

Approve leave and allocate work accordingly to stand in (understanding busy periods)
Manage work in progress on deals outside of SLA
Management escalations
Assist in absence of National Sales Fulfilment Manager
Daily oversight of staff productivity
Act as conduit between Sales/ Sales Fulfilment & Data Capturing (knowing and understanding the system)
Knowledge of bank product to assist training facilitator & staff
Bank engagements/building rapport with bank liaison across banks
Identify training needs within team and sales

Key Performance areas:

Build and maintain strong relationship with all stakeholders, internal and external
Ensure high quality applications by taking ownership of the quality assurance related to your deals for efficient and accurate first-time submissions of good quality
Consistent focus of First submission resolution
Ensure deals received are instructed as efficiently as possible i.e. managing a tight lead time from application intake to finalization
Ensuring work, task quality and integrity is maintained and continuously improved
Client query response times and Maintaining Service Level Agreements to provide feedback to Home Loan Specialists/Sales Consultant to ensure they are kept up to date on the progress of all their deals
To take ownership of the quality assurance related to your deals for efficient and accurate first-time submissions of good quality

Qualifications and experience:

Matric (NQF 4)
5 years minimum experience in a Bank environment dealing with mortgages or Mortgage Origination
2 years Team Leader experience
Own transport
Excellent communication skills, both verbal and written, to effectively
Communicate with team members, customer and internal teams.
Ability to use data to drive performance and improve processes

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