Customer Experience Advisor

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

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 AdvisorWelcome 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

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 excellence
• Comfort guiding customers to digital and self-service platforms
• Excellent communication and interpersonal skills

You will have access to:

• Continuous learning and development aligned to customer experience excellence
• Exposure to digital banking platforms and service innovation
• A supportive, inclusive team culture focused on service quality

You can be a match if you are:

• Customer centric with a warm, approachable manner
• Proactive and attentive to customer needs
• Confident interacting with diverse customers
• Patient, empathetic, and solutions driven
• Detail oriented with a strong focus on service standards
• A collaborative team player
• Committed 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.

09/11/26

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. Candidates may disclose disability information on a voluntary basis. This information will be kept confidential unless required by law.

FirstRand provides a comprehensive range of financial services in South Africa and certain markets in broader Africa. The group also offers certain niche products and services in the UK and India. Listed on the Johannesburg Stock Exchange (JSE) and the Namibian Stock Exchange (NSX), FirstRand Limited is the largest financial institution by market capitalisation in Africa. The group follows a multi-branding approach. Its portfolio of financial services businesses includes FNB, RMB, WesBank, Ashburton Investments, Aldermore, MotoNovo and DirectAxis. Many are leaders in their respective segments and markets, offering transactional, lending, investment and insurance products and services The FirstRand Corporate Centre houses many of the critical functions required by a large and complex financial services group. The group’s track record of delivering superior returns to shareholders has been achieved through a combination of organic growth, acquisitions, innovation and the creation of completely new businesses. The group’s purpose of delivering Shared Prosperity provides many opportunities for employees to innovate to address social and environmental challenges in our markets. All of our businesses have successful Volunteering programmes which also allow employees to adopt and support causes close to their hearts.