Customer Experience Advisor

FirstRand Limited; Johannesburg; On-site; ZAR 180,000 - 260,000; Full time

Job summary

FirstRand Limited's First National Bank (FNB) branch is seeking a Customer Experience Advisor to welcome customers, understand their needs, and direct them to the right channels, including e-Channels and Self Service. You will help manage waiting times, support service standards, and optimise branch flow with a customer-centric approach.

In this frontline role you will engage external clients, build positive relationships, and contribute to continuous improvement while delivering consistent,

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 customer-facing service environment like banking

Responsibilities

• Welcome and engage 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
• Direct customers to eChannels and Self-Service options to meet their needs
• Provide exceptional customer service to external clients seeking banking assistance
• Deliver service in line with quality standards and customer experience best practices
• Contribute to branch flow optimisation and cost efficiencies

Skills

Customer experience

Communication skills

Digital banking guidance

Education

Grade 12 / NQF 4

NQF 5 Banking/Business

Job description

Job Description

To provide excellent customer experience by welcoming customers, understanding their requirements, and managing the waiting experience by directing customers to the correct channels (eChannel's and Self Service) based on customer centricity and customer experience best practice Hello Future Customer Experience Advisor

Welcome to FNB , the home of the #changeables . We are a trusted partner, deeply invested in creating a better world by delivering innovative, integrated, and customer centric financial solutions.

As part of our FNB Points of Presence (POP) team, the Customer Experience Advisor plays a frontline role in shaping how customers experience FNB from the moment they enter the branch. This role focuses on welcoming customers, understanding their needs, managing the waiting experience, and directing customers to the most appropriate banking channels - including e-Channels and Self Service - based on customer centric best practice.

The Customer Experience Advisor ensures that every interaction is warm, efficient, and aligned to FNB's service standards, helping customers get the support they need while optimising branch flow and operational efficiency.

Now's the time to imagine your potential in a role where first impressions truly matter.

Are you someone who can:

• Welcome and engage customers entering the branch in a professional and friendly manner
• Understand customer requirements quickly and accurately 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
• Prevent complaints by proactively identifying customers requiring additional support
• Intervene when customers are at risk of leaving the branch without being assisted
• Offer alternative solutions such as booking tickets or guiding customers to digital channels
• Provide exceptional customer service to external clients seeking banking or financial assistance
• Build and maintain positive stakeholder relationships within the branch environment
• Deliver customer service in line with quality service standards and customer experience best practices
• Ensure operational excellence through consistent delivery of work processes according to defined standards
• Contribute to cost efficiencies through responsible use of work-related resources
• Optimise own work through the application of learning and continuous improvement

Teamwork, Growth & Continuous Improvement

• Contribute positively to teamwork, inclusivity, and collaboration within the branch team
• Identify opportunities to assess, improve, and develop personal performance
• Actively seek feedback and apply learning experiences to improve service delivery
• Demonstrate adaptability and a willingness to learn as customer and business needs evolve

undefined Qualification & Experience Requirement

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 and value management in a customer facing service environment like banking, or a related field

You will be an ideal candidate if you possess the following: Strong understanding of customer experience principles and service excellenceComfort guiding customers to digital and self-service platformsExcellent communication and interpersonal skills

You will have access to: Continuous learning and development aligned to customer experience excellenceExposure to digital banking platforms and service innovationA supportive, inclusive team culture focused on service quality

You can be a match if you are: Customer centric with a warm, approachable mannerProactive and attentive to customer needsConfident interacting with diverse customersPatient, empathetic, and solutions drivenDetail oriented with a strong focus on service standardsA collaborative team playerCommitted to continuous learning and self-improvement

All appointments will be made in line with FirstRand Group's Employment Equity Plan . The Bank supports the recruitment and advancement of individuals with disabilities. Candidates may disclose disability information on a voluntary basis. This information will be kept confidential unless required by law.

Important Closing Date Note

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

29/09/26

All appointments will be made in line with FirstRand Group's Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep