Bank Branch Experience Specialist

Wesbank; Cape Town; On-site; ZAR 180,000 - 260,000; Full time

Job summary

FNB, the home of the #changeables, is seeking a Customer Experience Advisor in Cape Town to welcome customers and understand their needs. You will manage the branch waiting experience and direct customers to the most appropriate channels, including e-Channels and Self Service, to optimise service flow.

Ideal candidates have 1–3 years in customer-facing roles, a Grade 12 or higher, and a passion for service excellence.

Qualifications

• Minimum qualification: Grade 12 / NQF Level 4.
• Preferred qualification: NQF Level 5 Certificate in Banking, Business Management, or related fields.
• Experience: 1–3 years in client experience in a customer-facing service environment like banking.

Responsibilities

• Welcome and engage customers entering the branch in a professional and friendly manner.
• Understand customer requirements quickly to determine the correct support channel.
• Actively manage the customer waiting experience within the branch.
• Direct customers to appropriate eChannels and Self-Service options to meet their needs.
• Provide exceptional customer service to external clients seeking banking assistance.
• Contribute to cost efficiencies through responsible use of resources.
• Deliver service standards in line with customer experience best practices.

Skills

Customer experience principles

Self-service guidance

Communication skills

Empathy

Education

Grade 12 / NQF 4

NQF Level 5 Certificate in Banking or related fields

Job description

FNB, the home of the #changeables, is seeking a Customer Experience Advisor in Cape Town to welcome customers and understand their needs. You will manage the branch waiting experience and direct customers to the most appropriate channels, including e-Channels and Self Service, to optimise service flow.

Ideal candidates have 1–3 years in customer-facing roles, a Grade 12 or higher, and a passion for service excellence.