About Company
First National Bank (FNB) is a division of FirstRand Bank Limited, one of the largest financial institutions in South Africa. We are committed to fostering a culture of innovation, excellent customer service, and community upliftment. For over 180 years, FNB has been at the forefront of financial services, adapting to changing customer needs and technological advancements. We believe in creating a supportive and dynamic work environment where every employee can thrive, grow their skills, and contribute to our overarching mission of helping individuals and businesses achieve their financial aspirations. Joining FNB means becoming part of a diverse and inclusive team that values integrity, accountability, and a proactive approach to problem-solving. We invest in our people through continuous learning and development opportunities, ensuring they have the tools and knowledge to excel in their roles and advance their careers within the broader FirstRand Group. At FNB, you’re not just an employee; you’re a vital part of a legacy dedicated to making a real difference in the lives of our customers and the economic landscape of South Africa.
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Job Description
Are you passionate about delivering exceptional customer service and making a tangible impact on people’s financial journeys? First National Bank (FNB) is seeking a dedicated and enthusiastic Customer Advisor for our Call Support team in Mahikeng, North West. In this pivotal role, you will be the first point of contact for our valued customers, providing comprehensive support and guidance on a wide range of banking products and services via telephone. Your primary responsibility will be to assist customers with inquiries, resolve issues efficiently, and ensure a seamless banking experience. You will handle inbound calls, addressing queries related to accounts, transactions, online banking, loan applications, and general product information. This role requires a blend of empathy, problem-solving prowess, and a deep understanding of banking operations. You will be expected to maintain a high level of professionalism, accuracy, and efficiency while adhering to FNB’s stringent service standards and regulatory compliance. If you possess excellent communication skills, a customer-centric mindset, and thrive in a fast-paced environment where every call is an opportunity to make a difference, we encourage you to apply. This is an exciting opportunity to grow your career within a leading financial institution and contribute to our reputation for outstanding customer care.
Key Responsibilities
- Handle a high volume of inbound customer calls professionally and courteously.
- Provide accurate and comprehensive information regarding FNB's products, services, and policies.
- Efficiently resolve customer queries, complaints, and technical issues related to banking accounts, transactions, and digital platforms.
- Escalate complex issues to the appropriate departments or senior advisors when necessary.
- Maintain detailed and accurate records of all customer interactions and transactions in the CRM system.
- Identify opportunities to cross-sell or upsell relevant banking products and services to meet customer needs.
- Adhere strictly to all banking regulations, compliance requirements, and FNB's internal policies.
- Achieve and exceed individual and team Key Performance Indicators (KPIs) for customer satisfaction, call quality, and efficiency.
- Participate in ongoing training and development programs to enhance product knowledge and service delivery skills.
- Uphold FNB's brand image by consistently delivering excellent customer service.
Required Skills
- Exceptional verbal and written communication skills in English and at least one other official South African language.
- Proven ability to actively listen, empathize, and build rapport with customers.
- Strong problem-solving and decision-making abilities under pressure.
- Proficiency in computer usage, including Microsoft Office Suite and CRM software.
- Ability to work effectively in a target-driven, fast-paced call centre environment.
- High level of resilience, patience, and professional composure.
- Strong attention to detail and accuracy in data capturing.
Preferred Qualifications
- A National Senior Certificate (Matric/Grade 12) is essential.
- A relevant diploma or degree in Banking, Finance, Business Administration, or a related field.
- Previous experience (1-2 years) in a call centre, customer service, or banking environment.
- Familiarity with banking products, services, and regulatory frameworks in South Africa.
- Experience with First National Bank's systems or similar financial platforms.
Perks & Benefits
- Competitive market-related salary.
- Comprehensive medical aid benefits.
- Provident fund contributions.
- Performance-based bonuses and incentives.
- Extensive training and professional development programs.
- Opportunities for career growth and advancement within FNB and the FirstRand Group.
- Employee wellness programs and support.
- Access to exclusive employee discounts on FNB products and services.
How to Apply
If you are ready to embark on a rewarding career with one of South Africa’s leading banks, please click the application link below. On our careers page, search for ‘Customer Advisor’ or ‘Call Centre’ roles in ‘Mahikeng, North West’ to find and apply for this exciting opportunity. Ensure your CV is up-to-date and highlights your customer service experience and relevant skills.
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