Customer Experience Champion at FNB South Africa

Purpose

• 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  

Experience and qualifications

• Minimum Qualification - Grade 12
• Preferred Qualification - Relevant NQF 5 as prescribed by the Financial Services Board Regulatory Exam qualification will be an advantage
• Experience - 1 to 3 years experience in a retail enviroment

Additional requirements

• In accordance with National Credit Act (NCA) candidates applying for this role will require a credit record check.
• No Referral plan is assigned to this job

Responsibilities

• Contribute to cost efficiencies through responsible utilisation of work related resources
• Prevent complaints by proactively identifying customers that need additional check ins or that are about to leave the branch without being helped, and assist these customers on alternatives (e.g., book a ticket or Digital Channels)
• Provide great customer service to external clients entering the branch to get assistance with banking or financial needs
• Contribute to teamwork and inclusivity within own team
• Identify and utilise opportunities to assess and improve own performance
• Ensure operational excellence through the delivery of work processes according to defined quality standards
• Optimise work through the application of learning experiences
• Build and maintain stakeholder relationships
• Deliver customer service through adherence to quality service standards