Digital Enabler at FNB South Africa

Purpose

To determine customer needs and direct and assist customers on the appropriate assisted, self-service or online banking options to ensure an exceptional customer experience and increase utilisation of self-service and online platform based banking options  

Experience and Qualifications

• Minimum Qualification - Grade 12
• Preferred Qualification - Relevant NQF Level 5 
• Experience - 1 to 3 years’ experience in a sales and customer interaction role preferably within a financial services industry   
• Additional Knowledge - Technical knowledge in the usage of devices (laptops, smart phones, tablets)
• Person must not be an unrehabilitated insolvent

Responsibilities

• Greet customers to determine customer needs and direct them to appropriate online channels or other service options and educate on usage to satisfy need and enhance the customer experience
• Demonstrate teamwork as a valued team player
• Assess own performance through seeking timely and clear feedback and request training where appropriate
• Comply with relevant statutory, legislative, policy and governance requirements and adhere to processes and procedures related to area of specialisation
• Address customer needs in order to meet or exceed customer expectations
• Build and maintain stakeholder relationships
• Contribute to a culture of service excellence that builds positive relationships and provides opportunity for feedback and exceptional service
• Act responsibly with work related resources to contribute to cost containment
• Maintain Self Service Devices to ensure optimal availability to customers
• Provide customers with the most recent self-service devices offerings and pricing structures while identifying potential sales leads for the sales team