Branch Customer Experience Specialist

FirstRand Bank Limited; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Employment Equity

Job summary

FirstRand Bank Limited is seeking a Customer Experience Advisor to welcome customers, understand their needs, and guide them to the most suitable banking channels, including e-Channels and Self-Service, to ensure a smooth branch experience.

The role focuses on maintaining warm, efficient interactions and aligning with service standards, while supporting branch flow and overall operational efficiency.

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 and value management 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.
• Provide exceptional customer service to external clients seeking banking assistance.
• Build and maintain positive stakeholder relationships within the branch environment.
• Deliver service in line with quality service standards and customer experience best practices.

Skills

Customer service

Customer experience

Digital channels

Interpersonal skills

Communication skills

Teamwork

Education

Grade 12 / NQF 4

NQF Level 5 Banking certificate

Job description

FirstRand Bank Limited is seeking a Customer Experience Advisor to welcome customers, understand their needs, and guide them to the most suitable banking channels, including e-Channels and Self-Service, to ensure a smooth branch experience.

The role focuses on maintaining warm, efficient interactions and aligning with service standards, while supporting branch flow and overall operational efficiency.