Home Loan Specialist – Retail Banking

About the role

The Home Loan Specialist will drive mortgage sales and deliver exceptional customer service across multiple branches in Thika. You will act as the primary point of contact for home‑loan applicants, guiding them through the application process and ensuring compliance with all operational standards.

Key responsibilities

• Identify and meet customers' home‑loan needs, achieving and exceeding sales and cross‑sell targets.
• Facilitate customer understanding of loan procedures, ensuring all documentation is complete and error‑free.
• Maintain high‑quality sales performance statistics for management reporting.
• Handle customer queries and complaints, escalating when necessary and ensuring timely resolution.
• Conduct branch and country‑level home‑loan marketing campaigns.
• Ensure operational rigour by following end‑to‑end retail procedures, KYC compliance, and health & safety standards.
• Collaborate with branch staff and support functions to generate referrals and share best practices.

Required profile

• Strong sales orientation with a proven ability to meet targets.
• Excellent customer‑service mindset and communication skills.
• Attention to detail and commitment to operational compliance.
• Ability to work collaboratively with internal teams and external partners.

Required skills