Branch Experience Specialist

RMB; Cape Town; On-site; ZAR 50,000 - 61,000; Full time

Benefits offered by this job

Continuous learning

Inclusive team culture

Career development opportunities

Job summary

FNB, part of FirstRand Group, invites applications for a Customer Experience Advisor in Cape Town. The role focuses on warmly welcoming customers, understanding needs, and directing them to the right channels (eChannels and Self Service) to enhance service excellence and branch efficiency.

We seek a customer-centric individual with strong communication and a proactive approach to guiding customers through digital options and maintaining high service standards.

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 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 environment.
• Direct customers to appropriate eChannels and SelfService options to meet their needs.

Skills

Customer experience

Self-service guidance

Communication skills

Interpersonal skills

Education

Grade 12 / NQF Level 4

NQF Level 5 Certificate in Banking/Business Management

Job description

FNB, part of FirstRand Group, invites applications for a Customer Experience Advisor in Cape Town. The role focuses on warmly welcoming customers, understanding needs, and directing them to the right channels (eChannels and Self Service) to enhance service excellence and branch efficiency.

We seek a customer-centric individual with strong communication and a proactive approach to guiding customers through digital options and maintaining high service standards.