Job Title: Contact Center Advisor
Company: FNB (First National Bank)
Location: Johannesburg
Job Type: Full-time
Closing Date: 19 July 2025
Job Reference ID: R36669
Job Purpose
To deliver exceptional customer service via telephone and digital channels by resolving queries promptly, professionally, and within set timelines. The role supports the bank’s growth, customer satisfaction, and operational efficiency goals.
Key Responsibilities
Handle customer queries via phone and digital platforms
Provide quick, professional, and accurate solutions
Maintain deep knowledge of FNB products, pricing, and procedures
Ensure continuous updates to clients and meet all service deadlines
Deliver service that exceeds customer expectations
Keep records and feedback accurately captured on CRM systems
Report regularly on Call Centre activities to improve results
Support cost efficiency and budget adherence
Perform admin tasks like planning, reporting, and updating info
Ensure full compliance with legal, governance, and audit requirements
Uphold performance and productivity standards in the call centre
Minimum Requirements
Qualification: NQF Level 6 (e.g., Diploma or Advanced Certificate)
Experience: Call centre experience in Merchant Services
Availability: 6-day work week
Ideal Candidate Attributes
Excellent communication and problem-solving skills
Strong customer service mindset
Highly organized and performance-driven
Professional and proactive in all client interactions
About FNB
FNB is a leading South African bank offering more than just financial services. With digital innovation, world-class banking, and award-winning solutions like eBucks, FNB provides meaningful opportunities for individuals passionate about improving lives in a sustainable way.
Note:
All appointments are aligned with the FirstRand Employment Equity Plan. Applicants with disabilities are encouraged to apply voluntarily. Confidentiality will be maintained unless disclosure is required by law.