Job Opportunities 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

go to method of application »

Purpose

• To create and update technical test scripts to run automated testing to prevent errors/defects in the live system. Maintains existing scripts. Debugs results of automated testing.

Experience and qualifications

• Minimum: Diploma or required certification in testing or programming.
• Preferred: Degree and/or relevant certification including ISEB/ISTQB Certification; TMap Next. Engineer; ISTQB Advanced Analyst.
• 2 to 3 years related experience.

Responsibilities

• Increase operational efficiency and suggest solutions to enhance cost effectiveness through the development of technical test scripts
• Deliver exceptional service that exceeds customers’ expectations through proactive, innovative and appropriate solutions by resolving queries fast and effectively
• Create and update automated scripts to run automated regression testing, debug results. Maintain existing scripts and up to date test packs
• Comply, understand and meet governance in terms of legislative, audit risk and process requirements for the Test Analysis Environment
• Ensure Quality Assurance processes are executed during technical testing by the team
• Ensure all Technical Performance Testing is loaded and recorded to prevent re-occurrence or errors in programmes
• Analyse and execute logged defects and follow up on defects that are not yet fixed.
• Provision of an efficient service for the test analysis function through careful and timeous analysis, planning, execution, reporting and updating of all related information.
• Continuously assess own performance, seek timely and clear feedback and request training where appropriate and needed.

go to method of application »

Purpose

• To provide efficient administrative support that includes reporting and updating of all related information when executing specific fraud management actions and interventions related to specific fraud management sub functions of the fraud value chain to minimise the impact of reported and confirmed fraud events on FNB and its customers.

Experience and qualifications

• Minimum: NQF 5.
• Preferred: Related Qualification.
• Understand rules and regulations applicable to the area of focus in the fraud value chain.

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

• Execute activities for arbitration of cases by preparing required information, which includes controlled sharing of customer information between banks, engaging with various stakeholders to validate any transactions.
• Recording and/or monitoring of fraud cases in internal and external databases.
• Accurate processing of charge backs in line with applicable codes which comply with the appropriate payment system (e.g. Visa and MasterCard) rules.
• Actively participate in key internal forums and share information and insights with colleagues across the Bank.
• Timely, accurate checking and comprehensive compilation and supply of fraud related documentation in the required format to support efforts in addressing identified fraud events.
• Timely and accurate recording and checking of fraud related information to disseminate to relevant stakeholders.
• Execute fraud administration duties in line with required rules, processes and using available systems. Ensure that activities are executed in a timely manner and accuracy.
• Administer merchant rewards after careful investigation of method applied in recovering the card.
• Contribute to the reduction in operational losses by providing efficient administrative support to the fraud team.
• Manage personal development to increase own skills and competencies.
• Execute recovery activities in line with applicable standards and laws to maximize recoveries for the Bank.
• Compile and communicate accurate and timely reports on fraud according to area of focus.
• Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions.