Banking Experience Advocate — Digital & In-Branch

Fnbnamibia; Cape Town; On-site; ZAR 558,000 - 669,000; Full time

Job summary

FNB is seeking a Customer Experience Advisor in Cape Town to warmly welcome customers, assess needs, and direct them to the right channels including e-Channels and Self Service. You’ll manage the queue, prevent complaints, and support digital banking options while upholding service standards.

The role emphasizes customer-centric service, strong communication, and teamwork within the POP team to optimise branch flow and customer journeys.

Qualifications

• Minimum qualification: Grade 12 / NQF 4.
• Preferred: NQF 5 certificate in banking, business management, or related fields.
• 1–3 years of experience in client experience in a customer-facing service environment.

Responsibilities

• Welcome customers entering the branch in a professional and friendly manner.
• Understand customer requirements quickly to determine the correct support channel.
• Manage the waiting experience and direct customers to eChannels and Self Service.
• Proactively identify customers needing additional support and intervene when necessary.
• Provide exceptional customer service to external clients seeking banking assistance.
• Contribute to operational excellence through consistent delivery of defined standards.

Skills

Customer-centric

Communication skills

Digital channel guidance

Interpersonal skills

Education

Grade 12 / NQF Level 4

NQF Level 5 Certificate in Banking / Business Management

Job description

FNB is seeking a Customer Experience Advisor in Cape Town to warmly welcome customers, assess needs, and direct them to the right channels including e-Channels and Self Service. You’ll manage the queue, prevent complaints, and support digital banking options while upholding service standards.

The role emphasizes customer-centric service, strong communication, and teamwork within the POP team to optimise branch flow and customer journeys.