Job Description

To provide excellent customer experience by welcoming customers, understanding their requirements, and managing the waiting experience by directing customers to the correct channels (eChannel’s and Self Service) based on customer centricity and customer experience best practiceHello Future Customer Experience AdvisorWelcome to FNB, the home of the #changeables. We are a trusted partner, deeply invested in creating a better world by delivering innovative, integrated, and customer centric financial solutions.As part of our FNB Points of Presence (POP) team, the Customer Experience Advisor plays a frontline role in shaping how customers experience FNB from the moment they enter the branch. This role focuses on welcoming customers, understanding their needs, managing the waiting experience, and directing customers to the most appropriate banking channels – including e-Channels and Self Service – based on customer centric best practice.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 mannerUnderstand customer requirements quickly and accurately to determine the correct support channelActively manage the customer waiting experience within the branch environmentDirect customers to appropriate eChannels and SelfService options to meet their needsPrevent complaints by proactively identifying customers requiring additional supportIntervene when customers are at risk of leaving the branch without being assistedOffer alternative solutions such as booking tickets or guiding customers to digital channelsProvide exceptional customer service to external clients seeking banking or financial assistanceBuild and maintain positive stakeholder relationships within the branch environmentDeliver customer service in line with quality service standards and customer experience best practicesEnsure operational excellence through consistent delivery of work processes according to defined standardsContribute to cost efficiencies through responsible use of work related resourcesOptimise own work through the application of learning and continuous improvement