Customer Experience Advisor
FNB South Africa · Randburg, Gauteng
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- Welcome and engage customers entering the branch in a professional and friendly manner
- Understand customer requirements quickly and accurately to determine the correct support channel
- Actively manage the customer waiting experience within the branch environment
- Direct customers to appropriate eChannels and SelfService options to meet their needs
- Prevent complaints by proactively identifying customers requiring additional support
- Intervene when customers are at risk of leaving the branch without being assisted
- Offer alternative solutions such as booking tickets or guiding customers to digital channels
- Provide exceptional customer service to external clients seeking banking or financial assistance
- Build and maintain positive stakeholder relationships within the branch environment
- Deliver customer service in line with quality service standards and customer experience best practices
- Ensure operational excellence through consistent delivery of work processes according to defined standards
- Contribute to cost efficiencies through responsible use of work-related resources
- Optimise own work through the application of learning and continuous improvement
Teamwork, Growth & Continuous Improvement
- Contribute positively to teamwork, inclusivity, and collaboration within the branch team
- Identify opportunities to assess, improve, and develop personal performance
- Actively seek feedback and apply learning experiences to improve service delivery
- Demonstrate 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 fields
- 1–3 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 excellence
- Comfort guiding customers to digital and self-service platforms
- Excellent communication and interpersonal skills
You will have access to
- Continuous learning and development aligned to customer experience excellence
- Exposure to digital banking platforms and service innovation
- A supportive, inclusive team culture focused on service quality
You can be a match if you are
- Customer centric with a warm, approachable manner
- Proactive and attentive to customer needs
- Confident interacting with diverse customers
- Patient, empathetic, and solutions driven
- Detail oriented with a strong focus on service standards
- A collaborative team player
- Committed to continuous learning and self-improvement
End Date: September 10, 2026