Customer Experience Advisor Job at FNB South Africa

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 Self‑Service 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

You will be an ideal candidate if you possess the following:

• Preferred NQF5 level qualification or higher
• 1 – 3 years client experience and value management in a customer facing service environment like banking, hospitality, or a related field (advantageous)
• 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

End Date: May 13, 2026