Customer Experience Advisor at FNB South Africa

• The Customer Experience Advisor ensures that every interaction is warm, efficient, and aligned to FNB’s service standards, helping customers get the support they need while optimising branch flow and operational efficiency.
• Now’s the time to imagine your potential in a role where first impressions truly matter.

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 SelfService 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

Qualification & Experience Requirement

• Minimum Qualification: Grade 12/ NQF Level 4 
• Preferred Qualification: NQF Level 5 Certificate in Banking, Business Management, or related fields
• 1–3 years of experience in client experience and value management in a customer facing service environment like banking, or a related field

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

• Strong understanding of customer experience principles and service excellence
• Comfort guiding customers to digital and self-service platforms
• Excellent communication and interpersonal skills

End Date: July 8, 2026