Branch Experience Champion – Banking & Digital Channels

FirstRand Bank Limited; Pretoria; On-site; ZAR 180,000 - 300,000; Full time

Job summary

FirstRand Bank Limited, operating as FNB, seeks a Customer Experience Advisor within the POP team to greet customers, assess needs, and guide them to the right channels. You will enhance the branch experience, support digital adoption, and uphold service standards while contributing to efficient branch flow.

You will be assessed on customer-centric delivery, proactive problem solving, and teamwork in a fast-paced banking environment, with learning opportunities and inclusive culture.

Qualifications

• 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 customers in a professional and friendly manner.
• Understand customer requirements quickly to determine the correct support channel.
• Direct customers to appropriate eChannels and Self-Service options.
• Manage the customer waiting experience within the branch.
• Contribute to cost efficiencies and quality service standards.

Skills

Customer-centric

Excellent communication

Interpersonal skills

Digital & self-service guidance

Teamwork

Education

Grade 12 / NQF Level 4

NQF Level 5 Certificate in Banking

NQF Level 5 Certificate in Business Management

Job description

FirstRand Bank Limited, operating as FNB, seeks a Customer Experience Advisor within the POP team to greet customers, assess needs, and guide them to the right channels. You will enhance the branch experience, support digital adoption, and uphold service standards while contributing to efficient branch flow.

You will be assessed on customer-centric delivery, proactive problem solving, and teamwork in a fast-paced banking environment, with learning opportunities and inclusive culture.