Banking Experience Specialist – In-Branch & Digital

Wesbank; Cape Town; Presencial; ZAR 558.000 - 669.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Continuous learning and development

Exposure to digital banking platforms

Inclusive team culture

Descripción de la vacante

FNB invites applications for a Customer Experience Advisor to welcome customers and direct them to the right channels. You will manage waiting times and ensure service standards are met, guiding customers to eChannels and SelfService options while delivering warm, efficient support in a branch environment.

The role emphasizes customer-centric service and collaboration, with continuous learning and strong interpersonal skills to meet evolving banking needs.

Formación

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

Responsabilidades

• 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 SelfService options.
• Prevent complaints by proactively identifying customers requiring additional support.
• Provide exceptional customer service to external clients seeking banking or financial assistance.
• Build and maintain positive stakeholder relationships within the branch environment.
• Deliver service in line with quality standards and best practices.
• Ensure operational excellence through consistent delivery of work processes.

Conocimientos

Customer experience principles

Guide to digital/self-service

Communication & interpersonal skills

Educación

Grade 12 / NQF 4

NQF 5 Certificate in Banking/Business

Descripción del empleo

FNB invites applications for a Customer Experience Advisor to welcome customers and direct them to the right channels. You will manage waiting times and ensure service standards are met, guiding customers to eChannels and SelfService options while delivering warm, efficient support in a branch environment.

The role emphasizes customer-centric service and collaboration, with continuous learning and strong interpersonal skills to meet evolving banking needs.