Branch Experience Champion

Wesbank; Johannesburg; On-site; ZAR 180,000 - 240,000; Full time

Job summary

FNB is seeking a Customer Experience Advisor in Johannesburg to welcome customers, understand their needs, and direct them to the most appropriate branch channels, including e-Channels and Self-Service. You will help optimise branch flow and deliver exceptional service in line with quality standards.

The role requires 1–3 years in client experience, strong communication skills, and a customer-centric approach to drive digital engagement and service excellence.

Qualifications

• Minimum Qualification: Grade 12 / NQF Level 4.
• Preferred Qualification: NQF Level 5 Certificate in Banking, Business Management, or related fields.
• 1–3 years of experience in client experience in a service environment such as banking.
• Strong understanding of customer experience principles and service excellence.
• Comfort guiding customers to digital and self-service platforms.
• Excellent communication and interpersonal skills.

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 within the branch.
• Provide exceptional customer service and build positive stakeholder relationships.

Skills

Customer experience principles

Communication skills

Interpersonal skills

Customer centric mindset

Attention to detail

Education

Grade 12 / NQF Level 4

NQF Level 5 Certificate in Banking/Business

Job description

FNB is seeking a Customer Experience Advisor in Johannesburg to welcome customers, understand their needs, and direct them to the most appropriate branch channels, including e-Channels and Self-Service. You will help optimise branch flow and deliver exceptional service in line with quality standards.

The role requires 1–3 years in client experience, strong communication skills, and a customer-centric approach to drive digital engagement and service excellence.