Banking Experience Specialist — In-Branch & Digital Channels

RMB Nigeria Limited; Pretoria; On-site; ZAR 557,000 - 668,000; Full time

Job summary

FNB in Pretoria is seeking a Customer Experience Advisor who warmly welcomes customers, quickly understands their needs, and guides them to the most suitable banking channels, including e-Channels and Self Service, for a seamless service journey.

You will actively manage the waiting experience, support customers with digital options, and uphold service standards while contributing to branch flow and efficiency.

Qualifications

• Minimum qualification: Grade 12 / NQF Level 4.
• Preferred qualification: NQF Level 5 Certificate in Banking, Business Management, or related field.
• 1–3 years of experience in client experience and value management in a customer facing service environment like banking.
• Strong understanding of customer experience principles and service excellence.

Responsibilities

• Welcome and engage customers entering the branch in a professional and friendly manner.
• Understand customer requirements quickly and 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.
• Prevent complaints by proactively identifying customers requiring additional support.
• Offer alternative solutions and guide customers to digital channels as needed.

Skills

Customer experience

Digital channels guidance

Communication skills

Customer centric

Education

Grade 12 / NQF Level 4

NQF Level 5 Certificate in Banking or related fields

Job description

FNB in Pretoria is seeking a Customer Experience Advisor who warmly welcomes customers, quickly understands their needs, and guides them to the most suitable banking channels, including e-Channels and Self Service, for a seamless service journey.

You will actively manage the waiting experience, support customers with digital options, and uphold service standards while contributing to branch flow and efficiency.