Call Center team Leader at FNB South Africa

Job Description

• To lead the call aspects of the company products, processes and systems
• Expected to manage and coach the team with constant real-time support in terms of query resolution

Are you someone who can:

• Drive significant growth and profitability in the context of cost management.
• Manage costs / expenses within approved budget to achieve cost efficiencies.
• Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions.
• Resolve all customer queries efficiently, and within agreed timelines.
• Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.
• Ensure all communications with clients are professional, resulting in compliments.
• Ensure client investigation deadlines are met and consultant keeps the client continually in the loop.
• Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.
• Comply with governance in terms of legislative and audit requirements.
• Ensure efficiency of service productivity and performance in Call Centre.
• Ensure that all issues or feedback arising out of client contact be accurately recorded on the CRM system.
• Report on required Call Centre activities and deliveries to improve business results.

You will be an ideal candidate if you:

Experience & Qualifications

• 2–3 years in fraud prevention, detection, or investigation.
• Experience in a call centre environment, preferably in financial services.
• Leadership experience (team development, coaching, mentoring).
• Relevant certifications or training in Fraud Risk Management or Financial Crime.

Technical & Industry Knowledge

• Understanding of payment systems, digital banking, and eCommerce fraud.
• Familiarity with fraud detection tools and case management systems.
• Knowledge of regulatory frameworks (e.g., SABRIC guidelines, FAIS, NCA).

Skills

• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Customer-centric mindset with a focus on service quality.

We can be a match if you are:

• Adaptable and curious
• Analyse complex data sets
• Thrive in a collaborative environment

End Date: September 22, 2025