Customer Experience Concierge — Branch Banking

RMB; Johannesburg; On-site; ZAR 547,000 - 655,000; Full time

Job summary

FNB, the home of the #changeables, is hiring a Customer Experience Advisor in Johannesburg to welcome customers, understand their needs, and direct them to the right channels (eChannel and Self Service) to ensure a smooth branch experience.

The role focuses on delivering warm, efficient service, maintaining branch flow, and upholding service standards, with 1–3 years of client experience in banking or service sectors.

Qualifications

• Minimum qualification: Grade 12 / NQF Level 4.
• Preferred: NQF Level 5 Certificate in Banking or related fields.
• 1–3 years of client experience in a service environment.
• Ability to guide customers to digital and self-service channels.
• Strong communication and interpersonal skills.

Responsibilities

• Welcome customers entering the branch in a professional and friendly manner.
• Understand customer requirements to determine the correct support channel.
• Actively manage the customer waiting experience within the branch.
• Direct customers to appropriate eChannels and Self-Service options.
• Prevent complaints by proactively identifying customers requiring additional support.
• Provide exceptional customer service to external clients seeking banking assistance.
• Build and maintain positive stakeholder relationships within the branch.

Skills

Customer experience

Digital channel guidance

Communication

Interpersonal skills

Empathy

Problem solving

Attention to detail

Teamwork

Education

Grade 12 / NQF 4

NQF Level 5 Banking certificate

Job description

FNB, the home of the #changeables, is hiring a Customer Experience Advisor in Johannesburg to welcome customers, understand their needs, and direct them to the right channels (eChannel and Self Service) to ensure a smooth branch experience.

The role focuses on delivering warm, efficient service, maintaining branch flow, and upholding service standards, with 1–3 years of client experience in banking or service sectors.