Job Description
Hello Future Call Centre Agent

Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.

As part of our team in FNB Commercial National Sales and Service, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.
Are you someone who can:
Address customer needs in order to meet or exceed customer expectations.

Contribute to a culture of service excellence that builds positive relationships and provides opportunity for feedback and exceptional service.

Adhere to schedules to perform assigned work

Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution.

Identify and escalate risk as normal part of work.

Resolve customer dissatisfaction/complaints by taking ownership of the problem.

Deliver exceptional service adhering to relevant SLA agreements and offering appropriate solutions.

Plan and schedule activities to improve service.

Respond to customer queries logged via phone, email and live chat to ensure full resolution of the query.

Follow up with customers to ensure resolution of query by other stakeholders where relevant.

Place operational outbound calls to customers to request outstanding documentation or to follow up on incomplete queries.

Demonstrate teamwork as a valued team player.

Have a minimum of a Matric/Grade 12

Have an NQF 5 qualification

Have a minimum of 1 year experience in Call Centre / Customer Service within the Financial Services industry