Branch Experience Champion — Digital & Self-Service Guidance

Fnbnamibia; Cape Town; On-site; ZAR 580,000 - 636,000; Full time

Job summary

FNB is seeking a Customer Experience Advisor in Cape Town to welcome customers, understand their needs, and direct them to the right channels. You will manage the waiting experience and ensure service standards while promoting eChannnels and SelfService options. The role emphasizes strong communication, customer-centric service, and continuous improvement.

The position is full-time at a FirstRand Group entity, with a focus on delivering excellent customer journeys in a busy branch environment.

Qualifications

• Proven understanding of customer experience and service excellence.
• Ability to guide customers to digital and self-service platforms.
• Strong communication and interpersonal skills for diverse clients.

Responsibilities

• Welcome customers entering the branch with a professional demeanor.
• Understand customer needs and determine the correct support channel.
• Manage the waiting experience and flow inside the branch.
• Direct customers to eChannels and SelfService options as needed.
• Identify risk of not being assisted and intervene when required.
• Offer alternatives such as tickets or directing to digital channels.
• Deliver service aligned to quality standards and improve efficiency.

Skills

Customer experience principles

Excellent communication

Interpersonal skills

Guide to digital/self-service

Education

Grade 12 / NQF 4

NQF 5 Banking/Business

Job description

FNB is seeking a Customer Experience Advisor in Cape Town to welcome customers, understand their needs, and direct them to the right channels. You will manage the waiting experience and ensure service standards while promoting eChannnels and SelfService options. The role emphasizes strong communication, customer-centric service, and continuous improvement.

The position is full-time at a FirstRand Group entity, with a focus on delivering excellent customer journeys in a busy branch environment.