Customer Experience Advisor

About this role

FNB, part of FirstRand, is hiring a full-time Customer Experience Advisor for its Points of Presence team in Cape Town. You will be the first person many customers meet when they walk into the branch. Your job is to make them feel welcome and send them to the right help quickly.

What you’ll do

• Greet customers as they arrive at the branch in a friendly and professional way.
• Find out what each customer needs, so you can send them to the right support channel.
• Look after the waiting area so customers are not left unattended for long.
• Guide customers to e-Channels and self-service options, and help them use them.
• Spot customers who may need extra help early, and step in before they leave without being served.
• Offer other options, such as booking a branch ticket or moving a customer to digital banking.
• Work with your branch colleagues and keep good working relationships.

What you need

• Grade 12 / NQF Level 4 (minimum).
• 1 to 3 years of experience in client experience or value management in a customer-facing service job, such as banking.
• Advantageous: NQF Level 5 certificate in Banking, Business Management or a related field.
• Good understanding of customer experience and service excellence.
• Comfort guiding customers to digital and self-service platforms.
• Strong communication and interpersonal skills.

Is this job for you?

This role suits someone who enjoys meeting people and helping them solve problems. You should be patient, calm and easy to talk to, even when a branch is busy. If you like keeping things organised and learning new digital tools, this could be a good fit.

Tips before you apply

• Have your certified Grade 12 certificate or NQF Level 4 proof ready, and any banking certificate if you have one.
• In your CV, list each customer-facing job with dates and show how you helped customers in a busy setting.
• Give a short example of a time you calmed a frustrated customer or guided someone to a self-service option.