Jobs at FNB South Africa

Purpose

• To provide a positive customer experience by being helpful and sensitive to customer needs, expectation and providing product solutions including directing customers to the correct channel (eChannels and Self Service) whilst adhering to policy and process.

Experience and Qualifications

• Minimum Qualification : Grade 12

Preferred Qualification : Relevant NQF 5

• Years of Experience : 1 to 2 years related experience
• Person must not be an unrehabilitated insolvent

Responsibilities

• Connect with our customers by living up to our brand promise of how can we help you? at all times
• Converse with our customers in a way they fully understand and provide helpful solutions and products based on their needs
• Always conduct themselves in an ethical manner
• Adhere to the TCF (Treating Customer fairly) principles in all that you do
• Identify and sell/cross sell products aligned to customer needs
• Maximise channel optimisation opportunities identified aligned to customer needs 
• Ensure activities support cost containment and reduction
• Optimise every customer interaction to migrate or convert customer to eChannels and or encourage use of digital and self-service channels
• Always comply with procedures and processes contained in the relevant business guidelines and understand the risk associated with decisions
• Fulfilling transactions above the benchmark set and providing an exceptional customer experience
• Demonstrate behaviour in support of the organisational values
• Takes accountability for own performance, personal and career development
• Improve knowledge and competencies by completing training specific for role as per eCareers
• Contribute to the overall effectiveness and success of the team
• Maintain an ability to adapt to ever changing business and customer needs

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Purpose

• To manage branch resources and implement operational policies and processes to maximise sales as return on capital employed; mitigate risks and ensure excellent customer experiences

Experience and Qualifications

• Minimum Qualification - NQF 5 Qualification
• Preferred Qualification - Appropriate Degree at NQF 6
• Experience - 3 to 5 years experience in a similar environment, of which 1 to 2 years ideally at junior (entry level) management level

Additional Knowledge - Customer Service

• Sales
• Bank Policies
• Rules and Compliance processes required in a Branch environment
• Person must not be an unrehabilitated insolvent

Responsibilities

• Identify and utilise opportunities for revenue growth to deliver on sales targets
• Drive and Monitor Operations and Migration to enable the Branch to achieve maximum operational effectiveness and influence effective digitisation of customers
• Drive Sales and Service requirements to ensure excellent customer service and achievement of targets
• Measure and ensure compliance to Branch Audit and process and processes requirements to mitigate risk
• Develop, encourage and nurture collaborative relationships within FNB and/or across the FRG
• Manage people by executing management responsibilities and create an environment that encourages employee growth and performance excellence
• Participate in planned activities that are appropriate for own and employee development
• Identify opportunities to expand our customer base with creditworthy and potentially profitable customers
• Plan for value-added process improvements, initiatives and services to deliver on operational strategy and objectives and continuously review objectives and goals
• Focus on providing optimal services and improving service delivery processes to meet or exceed customer expectations
• Build working relationships across teams and functional lines to enhance work delivery, collaboration and innovation
• Prevent wastage and identify process improvements to contain and reduce costs

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Purpose

• Provide a positive customer experience by being helpful and sensitive to customer transactional needs and expectations as well as educating customers to the correct channel (eChannels and Self Service) whilst adhering to policy and process.

Experience and Qualifications

• Minimum Qualification: Grade 12
• Preferred Qualification: Relevant NQF 5
• Regulatory Exam qualification
• An appropriate recognised business Diploma or Higher Certificate at NQF level 6
• Experience: 1-2 years related experience
• FAIS – Yes
• Person must not be an unrehabilitated insolvent

Responsibilities

• Leads identified converted into successful sales.
• Ensure activities support cost containment and reduction.
• Educate customers on correct eChannels to maximize channel optimisation opportunities identified aligned to customer needs.
• Connect with our customers by living up to our brand promise of “how can we help you?” at all times.
• Converse with our customers in a way that they fully understand and provide helpful solutions and products based on their needs.
• Conduct themselves in an ethical manner at all times.
• Adhere to the TCF (Treating Customer fairly) principles in all that you do.
• Optimize every customer interaction to migrate cash transactions and/or convert customer to eChannels and encourage use of digital and self-service channels.
• Resolve all customer queries efficiently, and within agreed timelines.
• Achievement of Sales and Service client retention by managing the breakdown activities as listed in the Sales and Service Operation requirements.
• Always comply with procedures and processes contained in the relevant business guidelines and understand the risk associated with decisions.
• Fulfilling transactions above the benchmark set and providing an exceptional customer experience.
• Demonstrates behaviour in support of the organizational values.
• Takes accountability for own performance, personal and career development.
• Maintain an ability to adapt to ever changing business and customer needs.
• Contribute to the overall effectiveness and success of the team.
• Improve knowledge and competencies by completing role specific training as per eCareers.