Call Centre Agent Opportunity at FNB / FirstRand

As a Call Centre Agent at FNB / FirstRand, you will be a crucial point of contact for customers, delivering exceptional service and support within the FNB Commercial National Sales and Service team. This role is designed for individuals who are passionate about problem-solving, customer satisfaction, and contributing to a culture of service excellence. You will be responsible for addressing a wide range of customer needs, resolving queries efficiently via phone, email, and live chat, and ensuring all interactions align with FNB's high standards and regulatory compliance. This position offers a dynamic environment where you can develop strong communication skills, deepen your understanding of financial services, and contribute directly to the bank's reputation for outstanding customer care. You will be part of a team that values adaptability, curiosity, and collaboration, providing ample opportunities for personal and professional growth within the FirstRand Group.

Key Responsibilities

• Address customer needs promptly and effectively to meet or exceed customer expectations.
• Contribute actively to a culture of service excellence, fostering positive relationships and providing opportunities for feedback and exceptional service delivery.
• Adhere strictly to schedules to perform assigned work, ensuring consistent availability for customer interactions.
• Comply with and adhere to identified governance and compliance standards, escalating problems for investigation and resolution as necessary.
• Proactively identify and escalate potential risks as a normal part of daily work, safeguarding both the customer and the bank.
• Resolve customer dissatisfaction and complaints by taking full ownership of the problem and seeing it through to resolution.
• Deliver exceptional service, adhering to relevant Service Level Agreements (SLAs) and offering appropriate solutions tailored to customer requirements.
• Plan and schedule activities strategically to continuously improve service quality and efficiency.
• Respond to customer queries logged via phone, email, and live chat, ensuring comprehensive resolution of each query.
• Follow up diligently with customers to ensure complete resolution of queries, especially when other stakeholders are involved.
• Place operational outbound calls to customers to request outstanding documentation or to follow up on incomplete queries, ensuring proactive communication.
• Demonstrate strong teamwork, acting as a valued team player within the FNB Commercial National Sales and Service department.

Why Join the Company

How to Apply

* Salary is estimated based on market research and may not be accurate.

• Minimum of a Matric/Grade 12
• NQF 5 qualification
• Minimum of 1 year experience in Call Centre / Customer Service within the Financial Services industry
• Analytical skills
• Attention to detail
• Strong communication skills