Branch Customer Experience Specialist

RMB Nigeria Limited; Johannesburg; On-site; ZAR 601,000 - 670,000; Full time

Job summary

FNB is seeking a Customer Experience Advisor in Johannesburg to welcome customers, assess their needs, and guide them to the correct channels, including e-Channels and Self Service. The role focuses on a warm, efficient customer journey and maintaining branch flow in line with service standards.

The ideal candidate has 1–3 years in client experience, strong communication, and a customer-centric mindset, with exposure to digital banking platforms.

Qualifications

• Proven understanding of customer experience principles and service excellence.
• Ability to guide customers to digital/self-service platforms.
• Excellent communication and interpersonal skills.
• Customer-centric with a warm, approachable manner.

Responsibilities

• Welcome and engage customers entering the branch in a professional and friendly manner.
• Understand customer requirements to determine the correct support channel.
• Direct customers to appropriate eChannels and Self-Service options.
• Manage the customer waiting experience to optimise branch flow.
• Provide exceptional customer service and maintain service standards.

Skills

Customer experience

Communication skills

Digital channel guidance

Customer centric

Interpersonal skills

Education

Grade 12 / NQF 4

NQF 5 Certificate in Banking or related field

Job description

FNB is seeking a Customer Experience Advisor in Johannesburg to welcome customers, assess their needs, and guide them to the correct channels, including e-Channels and Self Service. The role focuses on a warm, efficient customer journey and maintaining branch flow in line with service standards.

The ideal candidate has 1–3 years in client experience, strong communication, and a customer-centric mindset, with exposure to digital banking platforms.