Job Description

To provide customers with appropriate self service solutions and develop enduring and rewarding relationships through great sales and service experiences. Customers will be serviced promptly, through understanding their needs and selling and cross selling FNB solutions correctly whilst applying the FNB Golden Rules and adhering to Banking Channels valuesMaximise transactional flows and revenue by cross selling other products, i.e. Mobile banking, Banking APP, Online Banking  etcAchievement of Migration Targets using product and technical knowledge    Manage the growth of customer self-service utilisation to increase client migration to eChannels and eRevenuesHandling of any incoming client queries  (internal & external client) within SLA for all electronic banking products including ATM  eWallet queriesLog queries on applicable systems e.g. CareProvide support to clients for OB, & Mobile BankingReset client passwords for OB as per Golden RulesEscalate queries to Online Client supportProvide feedback to clients within agreed SLAEngage with the customers in a professional way as specified in the service standardsWork together with branches to build and maintain enduring and rewarding relationships with customersEnsure Banks Brand values are practisedActively drive Consumer digital salesProvide the customers with all information required to make an informed decisionHelp the customers understand how best to use the bought solutions and ensure that customers are served promptly & efficiently.Make the customer aware of security information that will assist them in keeping their money safeGuide and educate clients on the different eChannels available suited for their needsDeliver exceptional service that exceeds customers’ expectations through proactive, innovative and appropriate solutionsManage new clients by providing training, orientation, navigation and registration to different eChannelsKeep up to date with daily changes in technical specification and pricing of devicesIdentifying product enhancement requirementsEscalate reported fraud trxns to Online Fraud centreRecommendation to improve service and processesAll administrative tasks related to Electronic Banking products eg: ZOB, ZBI and Mobile   registrations, reactivation requests, limit changes etcAction prepaid queries and liaise with the respective service providers  (i.e Airtel, MTN, Zamtel, DSTV)Maintain existing clients functionality on OB and performJob Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

19/02/25

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. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.