Customer Experience Advisor

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 practice

Hello Future Customer Experience Advisor

Welcome 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.

Qualification & Experience Requirement

Minimum Qualification: Grade 12/ NQF Level 4

Preferred Qualification: NQF Level 5 Certificate in Banking, Business Management, or related fields

1–3 years of experience in client experience and value management in a customer facing service environment like banking, or a related field

You will be an ideal candidate if you possess the following

Strong understanding of customer experience principles and service excellence

Comfort guiding customers to digital and self-service platforms

Excellent communication and interpersonal skills

You can be a match if you are

Customer centric with a warm, approachable manner

Proactive and attentive to customer needs

Confident interacting with diverse customers

Patient, empathetic, and solutions driven

Detail oriented with a strong focus on service standards

A collaborative team player

Committed to continuous learning and self-improvement

Apply now if you are ready to take the next step in your career as an FNB Points of Presence: Customer Experience Advisor, helping to shape exceptional first impressions and seamless customer journeys.

All appointments will be made in line with FirstRand Group’s Employment Equity Plan. The Bank supports the recruitment and advancement of individuals with disabilities. Candidates may disclose disability information on a voluntary basis. This information will be kept confidential unless required by law.

Welcome and engage customers entering the branch in a professional and friendly manner

Understand customer requirements quickly and accurately to determine the correct support channel

Actively manage the customer waiting experience within the branch environment

Direct customers to appropriate eChannels and SelfService options to meet their needs

Prevent complaints by proactively identifying customers requiring additional support

Intervene when customers are at risk of leaving the branch without being assisted

Offer alternative solutions such as booking tickets or guiding customers to digital channels

Provide exceptional customer service to external clients seeking banking or financial assistance

Build and maintain positive stakeholder relationships within the branch environment

Deliver customer service in line with quality service standards and customer experience best practices

Ensure operational excellence through consistent delivery of work processes according to defined standards

Contribute to cost efficiencies through responsible use of work-related resources

Optimise own work through the application of learning and continuous improvement

Teamwork, Growth & Continuous Improvement:

Contribute positively to teamwork, inclusivity, and collaboration within the branch team

Identify opportunities to assess, improve, and develop personal performance

Actively seek feedback and apply learning experiences to improve service delivery

Demonstrate adaptability and a willingness to learn as customer and business needs evolve