Home Loan Specialist – Nairobi

About the role

The Home Loan Specialist will drive home‑loan sales and deliver exceptional customer service across multiple branches in the Nairobi region. You will act as the primary point of contact for loan applicants, guiding them through the application process while meeting aggressive sales targets.

Key responsibilities

• Identify customer home‑loan needs and achieve/exceed sales and cross‑sale targets.
• Use the standard sales process to explain loan procedures and ensure complete, error‑free documentation.
• Manage customer queries and complaints, escalating when necessary and ensuring timely resolution.
• Maintain accurate sales performance statistics for management reporting.
• Conduct branch‑level home‑loan marketing campaigns and support country‑wide initiatives.
• Follow end‑to‑end retail procedures, ensuring KYC compliance and adherence to health, safety, and security standards.
• Build effective relationships with branch staff, support functions, and external stakeholders to generate referrals.

Required profile

• Strong customer‑service orientation with a focus on delivering world‑class service.
• Ability to meet and exceed sales targets in a retail banking environment.
• Understanding of KYC, compliance, and operational risk requirements.
• Excellent communication skills for handling queries, complaints, and referrals.

Required skills

What we offer

• Opportunity to work with a leading African banking group.
• Career development resources through a dedicated portal.
• Exposure to regional and international banking expertise.