Customer Experience Advisor, Vereeniging

Description

To provide excellent customer experience by welcoming customers, understanding their requirements, and managing the waiting experience by directing customers to the correct channels (eChannel’s and Self Service) based on customer centricity and customer experience best practice

Hello Future Customer Experience Advisor

Welcome to FNB, the home of the #changeables. We are a trusted partner, deeply invested in creating a better world by delivering innovative, integrated, and customer centric financial solutions.

As part of our FNB Points of Presence (POP) team, the Customer Experience Advisor plays a frontline role in shaping how customers experience FNB from the moment they enter the branch. This role focuses on welcoming customers, understanding their needs, managing the waiting experience, and directing customers to the most appropriate banking channels – including e-Channels and Self Service – based on customer centric best practice.

The Customer Experience Advisor ensures that every interaction is warm, efficient, and aligned to FNB’s service standards, helping customers get the support they need while optimising branch flow and operational efficiency.

Now’s the time to imagine your potential in a role where first impressions truly matter.

Are you someone who can:

Welcome and engage customers entering the branch in a professional and friendly mannerUnderstand customer requirements quickly and accurately to determine the correct support channelActively manage the customer waiting experience within the branch environmentDirect customers to appropriate eChannels and SelfService options to meet their needsPrevent complaints by proactively identifying customers requiring additional supportIntervene when customers are at risk of leaving the branch without being assistedOffer alternative solutions such as booking tickets or guiding customers to digital channelsProvide exceptional customer service to external clients seeking banking or financial assistanceBuild and maintain positive stakeholder relationships within the branch environmentDeliver customer service in line with quality service standards and customer experience best practicesEnsure operational excellence through consistent delivery of work processes according to defined standardsContribute to cost efficiencies through responsible use of work-related resourcesOptimise own work through the application of learning and continuous improvement

Teamwork, Growth & Continuous Improvement

Contribute positively to teamwork, inclusivity, and collaboration within the branch teamIdentify opportunities to assess, improve, and develop personal performanceActively seek feedback and apply learning experiences to improve service deliveryDemonstrate adaptability and a willingness to learn as customer and business needs evolve

Qualification & Experience Requirement

Minimum Qualification: Grade 12/ NQF Level 4 Preferred Qualification: NQF Level 5 Certificate in Banking, Business Management, or related fields1–3 years of experience in client experience and value management in a customer facing service environment like banking, or a related field

You will be an ideal candidate if you possess the following:

Strong understanding of customer experience principles and service excellenceComfort guiding customers to digital and self-service platformsExcellent communication and interpersonal skills

You will have access to:

Continuous learning and development aligned to customer experience excellenceExposure to digital banking platforms and service innovationA supportive, inclusive team culture focused on service quality

You can be a match if you are:

Customer centric with a warm, approachable mannerProactive and attentive to customer needsConfident interacting with diverse customersPatient, empathetic, and solutions drivenDetail oriented with a strong focus on service standardsA collaborative team playerCommitted to continuous learning and self-improvement

Apply now if you are ready to take the next step in your career as an FNB Points of Presence: Customer Experience Advisor, helping to shape exceptional first impressions and seamless customer journeys.

All appointments will be made in line with FirstRand Group’s Employment Equity Plan. The Bank supports the recruitment and advancement of individuals with disabilities. Candidates may disclose disability information on a voluntary basis. This information will be kept confidential unless required by law.

Important Closing Date Note

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

09/06/26

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.