Client Experience Ambassador at FNB South Africa

Overview of the role and requirements:

• To create win-win situations with customers through resolving customer queries and/or complaints in order to retain the relationship
• Assisting customers on inbound, Care, SecureChat and Outbound
• Supporting multiple teams within NAV including Instant Accounting Solutions and NAV Marketplace
• Must be able to navigate between different systems 
• Accounting background / qualification will be an advantage
• Extensive experience in a client facing role

You will be responsible for:

• Demonstrate cost consciousness and awareness of personal contribution to costs and productivity Identify and escalates potential risks that may lead to increased costs
• Prevent wastage and identify process improvements to contain and reduce costs
• Establish relationships with relevant individuals and departments to deliver on work expectations
• Adhere to relevant service level agreements to build trust in the relationship
• Investigate new ways to optimise processes
• Flag opportunities to migrate to platform and supports the use of technology in process and system improvements
• Draw on knowledge and experience to identify and develop solutions that lead to improved service delivery and quality
• Execute own work in accordance with the organisational values and code of ethics
• Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution
• Identify and escalate risk as normal part of work
• Produce high quality work by adhering to predefined standards and procedures and in accordance with compliance and governance standards
• Work with enhanced processes and procedures to maintain operational efficiencies
• Deliver work in an accurate manner to ensure consistent results
• Draw on knowledge and experience to identify and develop solutions that leads to improved service delivery and quality
• Adhere to quality standards, turnaround times and Company policies and procedures
• Complete relevant administration, reporting and updating of information accurately and on time
• Provide timeous reports on operations, performance and audit findings
• Report on transactional activity progression within set guidelines to provide timely information for decision making in area of accountability
• Seek out regular performance feedback and put actions in place to improve and enhance performance Identify activities to address own development gaps
• Create own personal development plan and review plan with team leader or manager
• Understand which competencies and skills are required to be mastered to ensure personal development and performance
• Keep abreast of learning opportunities, changing products and trends

What you will need:

• 3+ years' experience in a client facing role

We can be a match if you can:

• Strong communication and interpersonal skills.
• Able to work under pressure
• Good stakeholder engagement

You will have access to:

• Opportunities to network and collaborate.
• Challenging Work.
• Opportunities to innovate.

End Date: August 27, 2025