Customer Service Specialist (Complaints Management/Query Resolution) at FNB South Africa

Job Description

• To provide customers with excellent and prompt service through understanding their needs and to process complaints within agreed timelines
• Perform root cause analysis and recommend solutions to remedy process breakdowns

Are you someone who can:

• Attend to Complaints Management and Client Experience function within the Commercial Segment, ensuring the effective resolution of client complaints and the continuous improvement of client experience
• Execute and embed Client Experience standards and frameworks, driving a client-centric culture, and ensuring regulatory compliance
• Deliver exceptional and high-quality service that exceeds customers' expectations through proactive, innovative and appropriate solutions
• Plan for value-added process improvements, initiatives and services to deliver on operational strategy and objectives and continuously review objectives and goals
• Continuously focus on providing optimal services and improving service delivery processes to meet or exceed customer expectations 

You will be an ideal candidate if you:

• Have a completed Grade 12/Matric with an industry-related Diploma or equivalent qualification (preferably in Legal & Compliance)
• Have a minimum of 4 to 5 years’ experience in financial services, with a strong focus on client service and complaints management
• Have leadership experience, including managing teams and influencing cross-functional stakeholders
• Have proven ability to execute client experience frameworks and manage service recovery
• Have background in operational excellence, including process improvement and risk identification

You will have access to:

• Opportunities to network and collaborate
• A challenging working environment
• Opportunities to innovate

We can be a match if you are:

• Able to articulate information
• Able to embrace change
• Able to establish rapport with different stakeholders
• Skilled in adopting practical approaches to query resolution

End Date: October 9, 2025