Client Loyalty Consultant

Job Purpose

The Client Loyalty Consultant is engaged in improving retention outcomes for home loan clients by providing expert guidance, strategic interventions, and tailored client relationship solutions. This consultant will analyze portfolio behaviors, identify retention risks, implement retention strategies, and support the organization in delivering an exceptional client experience.

Key Responsibilities

• Client Relationship & Engagement
• Conduct proactive outreach to existing home loan clients at key lifecycle stages (e.g. settlement anniversaries, rate changes, etc.).
• Act as a super consultant on complex or at-risk client situations.
• Deliver personalized consultations to understand client needs and offer suitable solutions.

Retention Strategy Implementation

• Execute tailored retention strategies aligned with business goals.
• Analyze churn patterns, competitor activity, and internal processes to identify opportunities for improvement.
• Recommend and implement strategies to increase portfolio stability and reduce refinance-out rates.
• Present retention solutions such as rate reviews, refinancing options, or product adjustment
• Identify at-risk clients based on feedback, usage patterns, or competitor activity
• Cross-Sell & Value Add
• Identify opportunities for additional financial products or services that suit client needs.

Portfolio & Performance Analysis

• Review loan data, repayment trends, rate, and risk indicators.
• Provide insights and recommendations to management based on portfolio analysis.
• Respond promptly to client queries, concerns, and service requests.

Process & Experience Improvement

• Evaluate the client journey and highlight gaps impacting satisfaction or retention.
• Recommend process enhancements, communication improvements, and service touchpoints.
• Facilitate feedback loops between clients, and internal stakeholders.

Compliance & Documentation

• Ensure all retention recommendations and client interactions align with regulatory and compliance standards.
• Maintain accurate and clear documentation for all client engagement

Meeting of Deadlines

• Client applications must be submitted for grant within 24 hours of receipt of all documents
• All relevant information must be updated on thew system timeously

Innovative Input

• Suggest/Provide innovative input to line management on any issues/areas that may assist in improving the internal process

Minimum Requirements

Education

• Matric
• A certificate or Diploma in finance would be desirable

Experience

• 12 -18 months relevant experience within SA Home Loans
• Must be fluent/competent in the english spoken and written language

Competencies (5 Competencies – 3 domain (technical) and 3 Behavioral)

• Demonstrated experience in mortgage, home loan consulting, or financial services retention.
• Strong understanding of home loan structures, refinancing, and lending policy
• Expertise in client communication, negotiation, and relationship management.
• Ability to work independently as a consultant, managing time and outcomes effectively
• Strong analytical skills with the ability to interpret loan data and client behavior. 

Application Requirements:

• Updated CV