Frontline Banking Experience Specialist

FirstRand Limited; Pretoria; On-site; ZAR 557,000 - 668,000; Full time

Job summary

FirstRand Limited’s FNB Points of Presence team seeks a Customer Experience Advisor in Pretoria to welcome customers, understand their needs, and guide them to the right channels such as eChannels and Self Service, delivering service excellence.

In this frontline role, you will direct customers to digital options, manage waiting times, resolve issues, and uphold branch standards while supporting cost-efficient operations.

Qualifications

• Understanding of customer experience principles and service excellence.
• Ability to guide customers to digital/self-service platforms.
• Strong communication and interpersonal skills.

Responsibilities

• Welcome customers in-branch and assess needs.
• Direct customers to appropriate channels (e-channels, self-service).
• Manage waiting experience and uphold service standards.
• Contribute to branch efficiency and cost-conscious operations.

Skills

Customer experience

Communication skills

Digital channels guidance

Interpersonal skills

Branch/customer service

Education

Grade 12 / NQF Level 4

NQF Level 5 Certificate in Banking or related field

Job description

FirstRand Limited’s FNB Points of Presence team seeks a Customer Experience Advisor in Pretoria to welcome customers, understand their needs, and guide them to the right channels such as eChannels and Self Service, delivering service excellence.

In this frontline role, you will direct customers to digital options, manage waiting times, resolve issues, and uphold branch standards while supporting cost-efficient operations.