In-Branch Customer Experience Specialist

RMB Nigeria Limited; Cape Town; On-site; ZAR 558,000 - 669,000; Full time

Job summary

First National Bank in Cape Town is seeking a Customer Experience Advisor to welcome customers, assess needs, and guide them to the most suitable banking channels, including e-Channels and Self Service. You will help manage the waiting experience and ensure interactions meet service standards.

The role emphasizes customer-centric service delivery, strong communication, and the ability to promote digital platforms.

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 customer-facing service environment.

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 environment.
• Direct customers to appropriate eChannels and Self-Service options to meet their needs.
• Prevent complaints by proactively identifying customers requiring additional support.
• Provide exceptional customer service to external clients seeking banking or financial assistance.

Skills

Customer service

Communication

Digital channels

Self-service platforms

Interpersonal skills

Education

Grade 12 / NQF 4

NQF5 Banking / Business

Job description

First National Bank in Cape Town is seeking a Customer Experience Advisor to welcome customers, assess needs, and guide them to the most suitable banking channels, including e-Channels and Self Service. You will help manage the waiting experience and ensure interactions meet service standards.

The role emphasizes customer-centric service delivery, strong communication, and the ability to promote digital platforms.